General Insurance & CTP Investigations

Comprehensive investigations for efficient claim management

When a general insurance or compulsory third party (CTP) claim requires investigation, there’s often a question about whether the claim is fraudulent. But as a case manager for an insurer or large self-insured organisation, you’re juggling a significant caseload. And because insurance fraud losses are often substantial, you’re under pressure to make sure these claims are investigated thoroughly and promptly.

That’s where we can help. Our investigators are all experienced in insurance claims and have CAPI licences (issued by the NSW Police). They also all hold Certificate III in Investigative Services. So you can entrust your investigations to our safe hands.

Let’s get started

We conduct insurance investigations in the following areas:

CTP & Motor Vehicle Insurance

Home & Contents Insurance

Rental Property Insurance

Life & Income Insurance

Travel Insurance

Marine (Cargo) Insurance

CTP insurance claim investigations

Insurers engage our services on a regular basis to conduct independent investigations into the circumstances surrounding CTP insurance claims. As part of our process, we may:

Interview motor vehicle drivers
Interview the insured parties
Interview any passengers or other witnesses
Speak to the Police
Locate and interview any other persons of interest
Collect personal information such as names, addresses, licence and vehicle details and driving history
Conduct scene work (for example, taking measurements and photos, inspecting road conditions)
Collect information about weather conditions
Locate or create a map of the accident scene
Locate relevant documents
Collect information about relevant laws, regulations, policies and procedures
Undertake any other investigative work as required

We conduct our investigations according to the provisions of the Insurance Council of Australia’s (ICA’s) General Insurance Code of Practice.

General insurance claim investigations

When we investigate a general insurance claim, the circumstances may include fire, property damage, theft, accidents, product liability or public liability. As part of the process, we may:

Interview the insured parties
Interview any witnesses
Speak to the Police
Locate and interview any other persons of interest
Conduct scene work, especially if the claim involves fire, flood, theft, or other physical events
Locate relevant documents, including any police reports
Collect information about relevant laws, regulations, policies and procedures
Undertake any other investigative work as required

We conduct our investigations according to ICA’s General Insurance Code of Practice.

Find out more about our general insurance claim investigations.

Our general insurance and CTP investigations are:

Meticulous

Confidential

Compliant

Robust

Comprehensive

Independent

What should I consider when outsourcing to a third party investigator?

Outsourcing your claim investigations to a third party is often excellent for caseload management, so long as you can find the right investigator. You’ll need someone who:

Complies with all relevant laws
Complies with industry standards and requirements
Has significant industry knowledge
Uses a thorough and analytical approach
Will meet time requirements
Follows your instructions but also considers all information and discusses relevant issues with you
Understands the importance of clearly defining the investigation scope and deadlines
Communicates clearly and appropriately with all parties, especially the claimant
Understands how to conduct a formal interview that complies with relevant laws and requirements
Knows how to collect evidence appropriately and keep legally compliant records

The report is one of the most important methods of presenting the evidence to you. So your investigator must be able to produce high-quality, detailed reports, dissecting every angle and asking every question while remaining impartial and balanced.

It’s a big ask to find everything you’re looking for in one investigation service, but we can give you the support you need.

Learn more about our investigation services.

Why should I choose ISG as my general insurance or CTP investigator?

We have significant experience in insurance claims, especially as CTP investigators. When you engage us, we’ll discuss your time requirements and make sure we can meet them.

We work through a comprehensive process to investigate all aspects of the claim. Even better, our customised content management system is a secure platform. With real-time progress updates, you can log in and see all data relevant to the case. In addition, our workflows and dashboards are customised according to the type of case and the investigation required.

It’s a highly effective way to serve client needs with maximum efficiency.

Depending on the circumstances of the claim, we’ll put together a report that gives an objective and comprehensive account of the available evidence, including witness details and statements, diagrams, photos, and driving conditions. We’ll also provide information about what aspects of the claim are substantiated and what are unsubstantiated.

Expert insurance investigations and comprehensive reports

We can ease your caseload with careful investigations by our trusted and experienced investigators.

Contact us to learn more

(02) 9188 7788

We’re licensed investigators, offering fair and unbiased external investigations. We can help you to resolve issues within your organisation efficiently and discreetly.