If a police report differs from the insured's version of events in a stolen car claim, what should the adjuster do?

• A. Refer the case to the SIU.
• B. Continue with her investigation.
• C. Deny the claim.
• D. Contact the police.

Answer: (B)

When information conflicts, handle the claim with an evidence-based investigation rather than making quick judgments. In a stolen car claim, a mismatch between the insured’s account and a police report means you need to gather more facts to understand what happened and whether the policy covers it.

Continue gathering information: review the police report in detail, interview the insured and any witnesses, and seek corroborating evidence such as surveillance video, vehicle telematics, or receipts. Compare all sources against the policy terms and determine how they fit with the reported theft, timing, location, and recovery status. Document inconsistencies and how they’re resolved as you build the factual picture.

Only after assembling and analyzing complete, corroborated information should you decide on coverage or pursue fraud indicators. If credible fraud cues emerge, involve specialized investigators; but the immediate step is to keep investigating rather than denying the claim or taking other drastic steps.