You have a file with only a name and address…how can you make an informed claim decision?

What is the missing link?  A good response would be that it’s a wrestler back in the 80’s who looked like the love child of Krusty the Clown and Michael Myers, but not the answer I’m looking for.  I’ll be more specific…

You have a claim that doesn’t permit you to make an informed decision based on information given to you by the insured and witnesses.  But even if the information was ample, you would still have nothing to support your decision.  So what is the missing link between the claim and a decision?

That’s right!  Supporting documents.

There are more documents available to you then there are fake punches thrown in a wrestling match, and your access goes well beyond that of the general public.  This is in part due to the fact that as an insurance professional, you’ll ensure:

• The requested documents are related to the claim file
• Privacy is fully respected as outlined by PIPEDA
• One of three possible consents as noted below is obtained from related individuals
  • The application for insurance
  • The accident benefit package
  • A specific written and signed consent by the subject (this is usually a person not on the application of insurance e.g. a passenger, witness or other party to the loss

Claim file experience has taught you that scenes and information change over time.  Getting documents from ISB Canada as close to the date of loss as possible can strengthen a case if it goes to trial.   It’s best to know as many answers possible before you interview, but all you have is a name and address.  What can you find out with only that?

Here is an example of searches to begin with and how you can link documents to unmask required information.

• First, run a ‘Name Search for Driver’s Licence Number
  • This will provide a driver’s licence number

• Now, with the driver’s licence number, run an ‘Driver’s Insurance Claim History’
  • This will provide a complete history of insurance company names, vehicles, operators and reported claims history

In addition to the above you will also have the following:

• Name or names they go by
• Address, Present and Past
• Driver’s Licence Number
• Date of Birth
• Family members or associated persons on past polices
• Insurance Carrier
• Number of prior Claims and Types
• VIN Numbers of associated Cars
• Prior Suspension of Insurance Coverage

From only two searches you have a fairly good profile of who you are dealing with, so how will you continue from here?  Approve or proceed?

If you decide to proceed, try linking the following searches.

• ‘PPSA/Lien Search’
  • From a VIN or name, this search will confirm history of land transfers including buyers, sellers, price, dates, mortgages and liens.
• ‘Land Title Search’
  • From an address, this will give you a history of land transfers including buyers, sellers, price, dates, mortgages and liens.
• ‘VIN History’
  • From a VIN, this can show all registered past and present owners of the vehicle, including names and dates of transfer.  History gaps indicate that the vehicle is from or has been out of province.

It is quite clear that documents are the undisputed winners of a case file.  Don’t beat your head off of the turnbuckle, use the moves I’ve described here and pin down your future files with supporting information – and it can save your file thousands of dollars.

For more information, to comment on this blog or to schedule a Document Seminar, please contact Teresa at 1-800-609-6552 or via email tklacl@isbc.ca.

What did you think of the Document Linking topic?  What other topic would you like to see in future ISB-U blogs?  Email me at tklacl@isbc.ca.