Evidence and investigation are very important to the claims manager's role.
Gathering the correct evidence and conducting relevant investigations not only saves time and effort in the longer term, but will provide a specific and accurate result.
Past volumes have indicated:
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sometimes the decisions which are made can have repercussions for other staff in the office (Volume 1);
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decisions must be supported by good arguments, based on the Act and other information, such as medical evidence (Volume 1);
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is it really necessary to seek medical evidence from three, four or even five doctors before making a decision? (Volume 1);
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always bear in mind the expected outcome of seeking further evidence. Is more information going to alter the decision? If not, there is really no reasonable basis for requesting further information (Volume 4);
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the decision making process is all about managing risk (Volume 4);
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don't get information just for the sake of it. With each case being dealt with on its merits, there are no cut and dried 'rules' (Volume 4).
Remember, what it all boils down to is weighing up and managing the risks associated with the decision making process. Ask what the likely implications are of saying 'yes' or 'no'? Is it more practical to say 'yes' to a claim that is straightforward?