In factual investigations, the answers given by interviewees are often only the starting point. The real value lies in understanding the detail, context, and basis behind those answers. When we talk about depth in a factual investigation, we are not talking about expanding the enquiry into unrelated areas. We are talking about doubling down on what has already been said — asking further questions of the same person about the same statement so its meaning, source, and surrounding...

Independence in a factual investigation is not a slogan or a formality. It is a structural requirement. Without it, an investigation may appear orderly and compliant, while failing to do what it is meant to do. A recurring issue we see in factual investigations is investigators allowing employers or claims managers to direct aspects of the investigative process. This can include directions about who should be interviewed, how interviews should be conducted, the order in which evidence should...

The purpose of a factual investigation is to reach a clear understanding of what occurred. The timeline is central to that task. When it is properly tested, it brings structure and clarity. When it is not, it often adds confusion. An untested timeline can appear thorough on its face. Statements are taken from multiple witnesses, accounts are recorded in detail, and each person’s version of events is included in the report. However, those accounts are often treated as standalone narratives....