July 3, 2023


When a claim is made, interviewing parties involved in the incident is a crucial step in the investigation process. This involves gathering statements and information from individuals who witnessed the events leading up to the claim or were directly involved in the incident. Conducting thorough interviews can help to uncover important details, establish liability, and determine the appropriate course of action.

As such, hiring a skilled investigator or claims adjuster who is adept at conducting interviews is essential to ensure a fair and objective investigation process. In this article, we will examine the importance of interviewing parties involved in the claim and provide tips for conducting effective interviews.

Introduction to Claim

Purpose of Interviewing Parties Involved in the Claim

When dealing with claims, it is important to conduct interviews with all parties involved. This process can provide valuable information that can be used to build a stronger case and reach a more equitable settlement. By interviewing the parties involved, an investigator can gain insight into the circumstances surrounding the claim, the events leading up to the incident, and any potential contributory factors.

These interviews can also help to establish the credibility of witnesses and identify any discrepancies in the stories being told. Furthermore, interviews allow the investigator to collect evidence that may not be available through other means, such as physical evidence or documentation.

In addition, interviewing parties involved in the claim can help to expedite the claims process, as it enables the investigator to gather all the necessary information upfront, reducing the need for additional investigation down the line. By conducting thorough interviews with all parties involved, insurers, claims adjusters, and investigators can ensure that all relevant information is considered and that no important details are overlooked, leading to a fair and just outcome for all parties involved.

Background of Parties Involved in the Claim

Interviewing parties involved in the claim is a crucial process in claim handling and settlement procedures. Claims arise when one party suffers loss or damage due to the negligence or wrongdoing of another party. The parties involved in the claim are the claimant and the defendant. The claimant is the one who suffered the loss or damage, while the defendant is the one who caused the loss or damage. In some cases, there may be multiple claimants or defendants.

The importance of interviewing parties involved in the claim lies in the fact that it helps in the verification and validation of the claim. By interviewing the parties, the claims adjuster can gather relevant information about the claim, such as the cause of the loss or damage, the extent of the loss or damage, and any mitigating or aggravating circumstances. Interviewing the claimant is particularly crucial because it helps in establishing the validity of the claim. The claims adjuster needs to determine whether the claimant has the legal right to make a claim and whether the claim is covered under the policy.

The claims adjuster also needs to verify the information provided by the claimant, such as the cause and extent of the loss or damage. Interviewing the defendant is equally important because it helps in determining liability. The claims adjuster needs to establish whether the defendant was responsible for the loss or damage and whether they were negligent or intentional in their actions. The claims adjuster may also need to interview witnesses or third-party experts to gather additional information to support the claim.

Interviewing parties involved in the claim is not just about gathering information, but also about building rapport and trust. The claims adjuster needs to be empathetic and understanding towards the claimant, who may be going through a difficult time due to the loss or damage. Building a good rapport with the claimant can help in resolving the claim quickly and amicably. Similarly, the claims adjuster needs to be professional and objective when interviewing the defendant, who may deny liability or dispute the claim. The claims adjuster needs to be unbiased and fair, while also ensuring that the interests of the insurer are protected.

Ultimately, interviewing parties involved in the claim is a critical step in the claims handling process. It helps in establishing the validity of the claim, verifying the information provided, determining liability, and building rapport and trust. It is essential that the claims adjuster conducts the interviews efficiently and effectively, while also demonstrating professionalism, empathy, and objectivity.

Preparation of The Interviewing Process


Coordinating interview times with parties is a critical aspect of the investigative process. Efficient scheduling ensures the availability of the parties involved, and that all parties’ needs and requirements are met. The claims adjuster or investigator has to work around the parties’ schedules to ensure that the interviews are conducted smoothly.

It is crucial to determine the most convenient time for all parties, including witnesses and claimants, as well as the location and duration of the interview. Proper scheduling reduces delays and enables the investigator to obtain the needed information quickly. Factors that should be taken into account when scheduling interviews include conflicting appointments, time zones, and work schedules. It is also essential to consider the weather conditions during the interview period and how it might affect the availability of the parties.

The investigator should obtain the parties’ contact information, including their phone numbers and addresses, and provide clear communication about the interview details, such as the time, the location, and the duration of the interview, in advance. This information should be provided through multiple channels, such as email, phone call, or text message, and should be confirmed before the interview date.

The investigator should also be flexible and proactive in rescheduling the interview if the parties involved have unforeseen events that conflict with the original date. Additionally, a reminder should be sent to the parties involved a few days before the interview date to prevent a no-show. In conclusion, scheduling interviews with the parties involved in a claim requires effective communication, flexibility, and careful planning.

The investigator should ensure that the parties’ schedules are accommodated while also taking into account other relevant factors, such as work schedules and weather conditions. Efficient scheduling increases the likelihood of obtaining critical information quickly, reducing delays in the investigation process. The investigator should clearly communicate the interview details, confirm the appointments, and remain proactive and flexible in rescheduling if needed.


When it comes to interviewing parties involved in a claim, selecting a suitable location is an important consideration. The location of the interview can impact the quality of information received and the overall experience of the parties involved. The primary goal is to select a location that is comfortable and private, where participants will not feel threatened or intimidated. Best practice suggests choosing a location that is neutral and conveniently located for all parties.

This may include an office or conference room that is available for use or a rented space that is appropriate for the size and number of participants. It is important to consider the nature of the claim and the parties involved when selecting a location. For example, if the claim involves a workplace incident, it may be appropriate to conduct the interview on-site or near the location where the incident occurred.

If the claim involves sexual harassment or other sensitive topics, a private and confidential location will be necessary. The interviewer should always consider the comfort and accessibility of the participants when selecting a location. For example, providing accessible entryways, adequate parking, and proximity to public transportation may make a significant difference for the parties involved.

Interview Process


The opening of an interview can set the tone for the entire conversation. It is essential to introduce yourself and explain the purpose of the interview clearly and concisely. Introduction of yourself will provide the parties involved in the claim with some context. It will also help establish rapport with the parties and make them feel more comfortable answering your questions. Explaining the purpose of the interview tells the parties why you are speaking with them and what you hope to achieve.

It is crucial to express the purpose in terms that the parties involved can understand, ensuring that they do not feel lost or confused. The opening can help set expectations for the parties’ response length (short or lengthy), and establish context for the remainder of the conversation.

As you explain your role in the claims process, it is essential to assure the parties that you will conduct the interview in a professional, unbiased manner. This can set the stage for a productive conversation, where parties feel comfortable to share responses that will offer valuable insight into the claim and help bring it to a satisfactory conclusion.


Effective questioning during an interview can make or break a claim investigation. It forms the backbone for gathering information relevant to the claim. The aim is to ask open-ended questions to encourage the parties to provide detailed responses and keep the conversation flowing. Start with simple questions to build rapport with the parties involved. It’s essential to break down complex questions into smaller parts for easier understanding.

Asking probing questions that encourage clarification and elaboration is also an important aspect of effective questioning. Additionally, understanding the nature of the claim and the parties involved will enable the interviewer to ask questions that address their unique concerns and provide comprehensive information.

Interviewers should be courteous and professional while remaining objective throughout the process. This establishes a positive tone and encourages the parties to be forthcoming with information. Overall, effective questioning is a critical component of successful claim investigations that yield necessary information and accurate results.

Active Listening

The most critical part of any legal or insurance-related interview is active listening. As an interviewer, it is crucial to pay attention to the responses of the parties involved in the claim and to ask follow-up questions based on their answers. Active listening involves not just hearing what someone is saying but also understanding it in context.

To that end, the interviewer should strive to maintain eye contact, nod and acknowledge what the respondent is saying, and avoid interrupting them. Active listening allows the interviewer to gather additional information from the respondent that may not have been initially captured by the question. For instance, if the respondent mentions an important detail, the interviewer should ask open-ended follow-up questions to encourage them to elaborate.

These questions could begin with phrases such as “Can you tell me more about…” or “What led you to…” by emphasizing active listening during the interview; it is easier to get a clear picture of the situation under review. Failing to listen actively can lead to missing essential details that could be used to build the case or resolve the claim.

Note Taking

Note taking is a crucial aspect of conducting interviews with parties involved in a claim. During the interview, it is essential to keep accurate records of all information provided by the parties to avoid inaccuracies. Effective note taking requires that the interviewer develops a shorthand or keywords to record the most important aspects of the conversation.

The notes taken must be precise, accurate, and complete, capturing both verbal and nonverbal cues given by the interviewee. It is essential to keep notes organized in a structured manner for easy reference. The interviewer should avoid relying solely on memory, as this increases the likelihood of missing important details. Reviewing the notes later can help identify inconsistencies, gaps in information and provide more clarity, especially in complex cases.

Verbatim quotes should also be recorded if necessary. It is essential to explain to the interviewee why note-taking is necessary to ensure they feel comfortable sharing information. By taking comprehensive and accurate notes, the information gathered can provide insights into the claim and help determine the best course of action in resolving it.


The Closing subsection of an interview with parties involved in a claim is an essential part of the process. It signals the end of the interview and should leave a positive impression on the parties involved. Thanking them for their time is a common practice that shows respect and appreciation. Additionally, providing next steps reassures them that their contribution has been valuable and the issue at hand is being handled with care.

These next steps could include a follow-up meeting or a timeline of the claim resolution process. This information should be conveyed clearly and concisely to avoid confusion or misunderstanding. The language used must be professional and cordial, emphasizing the importance of working together to resolve the issue. Ending the interview on a positive note and providing clear next steps enhance the chances of a successful claims resolution.

Challenges of Interviewing Parties Involved in the Claim

Reluctant Parties

Dealing with parties who are hesitant to participate in the interview can be a challenging task for claim adjusters. The factors contributing to the reluctance of the parties could be diverse, ranging from lack of trust to fear of incriminating oneself. In these situations, it is important to establish a rapport with the party and make them feel comfortable. Moreover, the interviewer should provide a clear explanation of the purpose of the interview and the role of the party in the claim process.

Demonstrating empathy and active listening can also encourage the hesitant party to open up. It is crucial to avoid appearing biased or judgmental in any way. The adjuster should maintain a neutral stance, and not rush the party to answer questions. It may be necessary to reschedule the interview at a later time, allowing the party to prepare themselves mentally and emotionally. Claim adjusters should also be aware of any cultural differences or language barriers that may exist, as these factors can significantly impact the willingness of the party to participate.

Conflicting Accounts

When interviewing parties involved in a claim, it is not uncommon to encounter situations where the parties have conflicting accounts of what happened. This presents a challenge for claim adjusters, as they must determine the most accurate version of events in order to properly evaluate and resolve the claim. One way to address conflicting accounts is to interview all parties involved separately and compare their statements.

It is important to ask specific questions and avoid leading questions, as this can affect the accuracy of the information provided. Additionally, it may be helpful to gather any relevant documentation, such as police reports or medical records, to corroborate or refute the parties’ statements. In some cases, it may be necessary to enlist the help of an independent investigator to further evaluate the claim and gather additional information.

Conflict resolution techniques, such as mediation or arbitration, may also be considered in order to reach a resolution that is satisfactory to all parties involved. Ultimately, the goal in managing conflicting accounts is to arrive at a fair and accurate evaluation of the claim that satisfies all parties involved.

Emotional Responses

One of the most challenging aspects of interviewing parties involved in a claim is dealing with emotional responses. Emotions can run high during interviews, and it is crucial to handle these situations with sensitivity and professionalism. Parties may become upset, angry, or defensive, and it is essential to remain calm and composed throughout the interview.

One effective approach to handling emotional responses is to acknowledge and validate the party’s emotions. This can help to establish trust and build rapport, which can facilitate communication and help to move the interview forward. Active listening, empathizing with the party’s perspective, and avoiding judgmental statements or behaviors can all contribute to creating a positive and productive interview environment.

Another approach to dealing with emotional responses is to take breaks during the interview. These breaks can give the party time to collect themselves, compose their thoughts, and regain their composure. Additionally, breaks can allow the interviewer to gather their own thoughts and determine the most effective way to continue the interview.

It is also important to be aware of your own emotional responses during the interview. Interviewers should strive to remain neutral and unbiased throughout the interview, as their behavior can affect the party’s emotional state. Interviewers should avoid becoming defensive or argumentative, as this can escalate the situation and hinder communication.

In conclusion, emotional responses can be a significant challenge when interviewing parties involved in a claim. However, by acknowledging and validating emotions, taking breaks, and remaining neutral and professional, interviewers can help to create a positive and productive interview environment.

Best Practices


When it comes to interviewing parties involved in a claim, objectivity is crucial. The interviewer must remain impartial and avoid any bias during the interview process. This means that the interviewer must not take sides or make assumptions about the truthfulness of any party involved. To achieve objectivity, the interviewer should strive to ask open-ended questions that allow the interviewee to share their perspective fully.

Additionally, the interviewer should avoid using leading questions that may prompt the interviewee to a particular answer. Objectivity is particularly important as it ensures that all parties involved receive a fair hearing and that the interview process is conducted in an ethical and transparent manner. It also helps to prevent any potential legal issues that may arise as the result of biased or partial interviews. Overall, remaining objective during interviews is a critical part of ensuring a thorough and professional interview process in any claim-related matter.


Thoroughness is a vital aspect of interviewing parties involved in a claim. When conducting interviews, the interviewer needs to ensure that all relevant information is gathered to help establish facts and assist with the claim process. This means questioning all individuals involved, including witnesses, and obtaining details about the events leading up to the claim.

It is important to clarify any discrepancies or inconsistencies that arise during the interviews to ensure a fair and just outcome. Additionally, thoroughness involves reviewing any available evidence, such as photographs, documents, and records, that may aid in establishing the facts of the case. By remaining diligent and detail-oriented in the interview process, the interviewer can ensure that all the necessary information is collected, and the claim process can proceed smoothly and efficiently.


In order to conduct a successful claim investigation, interviewers must adhere to a high level of professionalism during the interview process. Maintaining a professional demeanor not only fosters a respectful environment but also assists in gathering accurate and reliable information from all parties involved. Professionalism requires an interviewer to refrain from expressing personal biases or opinions and to avoid engaging in behavior that may be perceived as negative or judgmental towards a claimant or witness.

Interviewers must remain objective and unbiased throughout the interview process and avoid taking sides or showing favoritism towards any party involved. Additionally, interviewers should exhibit a strong sense of ethics and integrity and respect the privacy and confidentiality of all parties involved. Maintaining a high level of professionalism throughout the interview process will help to establish trust and credibility with all parties involved and ensure that the investigation is conducted in a fair and impartial manner.

Interviewing Parties Involved in the Claim FAQs

1. What are the objectives of interviewing parties involved in a claim?

The objectives of interviewing parties involved in a claim are to gather all the necessary information regarding the claim, understand the perspectives of all parties, determine the nature of the claim, assess damages, and eventually reach a settlement.

2. Who are the parties usually involved in a claim?

The parties involved in a claim may vary depending on the case. However, the most common parties involved in a claim are the claimant, defendant, witnesses, medical professionals, and insurance adjusters.

3. What types of questions should be asked when interviewing a claimant?

When interviewing a claimant, it is important to ask questions that seek to understand the nature and extent of the claim. Questions should include details about the accident, the types of injuries sustained, medical history, employment status, and any other relevant information regarding the claim.

4. How can an interviewer ensure objectivity when interviewing parties involved in a claim?

To ensure objectivity when interviewing parties involved in a claim, an interviewer must remain impartial and neutral throughout the interview. The interviewer must avoid leading or suggestive questions that may bias the parties’ responses and stick to asking open-ended questions that allow them to express themselves freely.

5. What are the ethical considerations when interviewing parties involved in a claim?

Some ethical considerations when interviewing parties involved in a claim include ensuring confidentiality, obtaining informed consent, and avoiding any form of coercion or undue influence during the interview process. The interviewer must also avoid making any promises to the parties that may compromise their objectivity or integrity.

6. How can an interviewer handle emotional parties during an interview?

The best way to handle emotional parties during an interview is to remain calm and empathetic. The interviewer should listen attentively and allow the parties to express their emotions without interruption. It is also essential to avoid judgmental statements or language that may exacerbate the parties’ emotional state.

About the Author

As a native Washingtonian, Carlos Reyes’ journey in the real estate industry began more than 15 years ago when he started an online real estate company. Since then, he’s helped more than 700 individuals and families as a real estate broker achieve their real estate goals across Virginia, Maryland and Washington, DC.

Carlos now helps real estate agents grow their business by teaching business fundamentals, execution, and leadership.

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