Social Media Monitoring Software for Claims Investigation

Thanks to technology, the investigative community is experiencing a renaissance period. This session at WCI’s 2018 Workers’ Compensation Educational Conference explored social media monitoring software and its positive impact on claim outcomes.

The panel included:

• Steve Cassell, President & CEO, Command Investigations
• Andrew Olwert, President, Next Level Administrators
• David Shoaff, Manager, Claims, Red Lobster
• Steve Figliuolo, Senior Consultant, Risk Management, Chick-fil-A Corporate

The majority of workers’ compensation claims are legitimate and the employees want to get back to work, however, there is a small percentage of claims that are exaggerated, misrepresented or just opportunist. New technologies are emerging to help investigate fraudulent claims.

Social media monitoring is excellent for finding behaviors that contradict an injury complaint, however reports have always been historical. Sophisticated and proprietary software now exists for continuous live monitoring of a claimant’s digital footprint that provides notifications and reports of actionable activities.

This technology uses information like link analysis, heat mapping, group associations, influencer mapping and communication frequency. An example scenario is a claimant who has no social media footprint, however his or her spouse does, and posts their activities. This software is intelligent enough to link that relationship to obtain information on the claimant.

For the first time, this positions claims handlers to make proactive decisions. For instance, this software creates the ability to predict where the claimant will be next to potentially catch them in an activity to prove fraud.

Performance metrics show a 250% increase of impactful video results and 2.2 days less surveillance per claim, resulting in $1,550.00 savings per claim. It helps with faster claims resolution and enhanced fraud compliance reporting.