A Guide to Interviewing Workplace Injury Claimants and Witnesses

Once an employee reports an injury, it’s important to obtain detailed information in a timely fashion. This often involves interviewing the claimant, coworkers, supervisors, witnesses, and anyone else involved. We’ve outlined helpful techniques to ensure an effective fact-gathering interview:

1. Prepare Thoroughly – Familiarize yourself with the situation, available evidence, and role of the interviewee before the interview.
2. Environment – Identify a comfortable, private environment that will put the interviewee at ease and encourage them to speak freely.
3. Explain the Process – Clearly explain the purpose of the interview and that the goal is to gather information related to the claim. Let the interviewee know the importance of their role and participation.
4. Types of Questions – Use open-ended, probing questions. Allow the speaker to offer their narrative without guiding them. For the most part, avoid Yes/No type questions.
5. Actively Listen – Pay close attention to what the individual says and ask follow-up questions for additional detail. Repeat or rephrase the question if the interviewee does not answer it.
6. Non-Verbal Cues – Watch the individual’s body language, tone, and facial expressions.  These may offer insight as to their level of comfort and credibility.
7. Be Respectful – Give the interviewee your respect, patience, and empathy. Avoid leading, guiding, or offering biased opinions.
8. Seek Sensory Observations – Ask the interviewee what they heard, smelled, saw, or felt during the incident.
9. Seek Additional Witnesses or Evidence – Ask the individual if they are aware of others who may have knowledge about the subject or if there is relevant evidence to be secured.
10. Conclusion – Ask the individual if there was anything that wasn’t asked that they feel may be relevant or important to the discussion. Thank them for their time and candor.

Remember, a good witness interview is designed to gather accurate and unbiased information. Memories can quickly fade, and evidence may be incredibly time-sensitive. A successful claim adjudication is always supported by a prompt and thorough investigation.  ICW Group and its Special Investigations Unit look forward to working with you to detect, deter, and defeat insurance fraud!