When taking recorded witness statements, what is the best approach for the adjuster?

Remaining objective when taking recorded witness statements is crucial for several reasons. Objectivity helps ensure that the information collected is accurate and unbiased. It allows the adjuster to gather the facts as presented by the witness without influencing their recollection or perception of events through emotional responses or leading questions.

By maintaining an objective stance, the adjuster creates an environment where the witness feels safe to provide their account freely, without feeling pressured to give a certain answer that might align with the adjuster's possible conclusions. This is fundamental for the integrity of the claims process, as it helps prevent any distortion of information that might occur through subjective questioning or emotional engagement with the witness.

Moreover, staying objective helps build credibility to the adjuster's notes and findings, making them more reliable and defensible during subsequent investigations or potential court proceedings. This establishes a more thorough and trustworthy account of the incident in question, which can significantly impact the outcome of the claim.