Real-Life Decision Making
It's a fact of life that insurance adjusters sometimes have to deal
with dishonest people. The problem is that it can be difficult to prove a
claimant is falsifying or padding their claim.
It's part of an adjuster's job to be a little suspicious. There
are times when some red flags go up, alerting the adjuster that something
is amiss. Perhaps the claimant has told a farfetched story, or there are some
obvious lies or discrepancies in their statement.
You are an insurance adjuster working on a car fire claim. You have a strong
feeling that your customers burned the car themselves. You're also concerned
that they may be exaggerating about the valuables they had inside it at the
time of the incident.
You've asked some questions and some of their answers just don't
make sense to you. Still, you don't have any hard evidence to indicate
they set their own car on fire.
You check into their financial situation -- it's not great. You've
also found out that they had the vehicle up for sale and weren't able
to sell it. Finally, the owners are insisting on a quick settlement.
All of these things make you doubt their honesty. In fact, you are certain
they are being dishonest. You tell the owners you are going to deny their
claim.
You've tried reasoning with these customers, but they
just won't budge. You know they aren't being honest, but you can't
prove it.
They threaten to take you and your company to court.
What do you do?