When to Use a Medical, Neighborhood, or Witness Canvass

A witness canvass, neighborhood canvass, and medical canvass each serve a distinct purpose and it’s important to know which one works best with a claim. Missing a key witness, overlooking a neighbor’s observation, or failing to uncover an undisclosed medical visit can result in a costly payout that should have been prevented. For adjusters juggling heavy caseloads and strict deadlines, understanding the strengths of each canvass is essential to protecting both the claim and the bottom line. 

Witness Canvass

A witness canvass means going into the field, often the scene of an accident, to locate and interview people who may have directly witnessed the event. These could be individuals who saw the crash, heard a commotion, or were close enough to provide firsthand details about what happened.  

The timing is critical because memories fade quickly. The sooner an investigator speaks with potential witnesses, the more accurate and reliable their statements will be. Prompt canvassing helps preserve testimony that can stand up in the claims process or even in court. 

A witness canvass is most valuable when there are conflicting statements between the claimant and insured, when police or accident reports lack detail, or when liability remains in dispute. 

During a witness canvass, investigators should ask questions such as:  

• Did you see the accident happen?
• What did you notice about the conditions at the time?
• Do you recall anything unusual before or after the incident?
• Can you describe what the claimant was doing immediately before the event?

These types of questions help jog memories and uncover details that might otherwise go unreported. 

Example:

A claimant alleges they slipped on a wet floor in a retail store and injured their back. A timely witness canvass of shoppers reveals multiple accounts that the floor was dry and that warning signs were clearly posted. In this case, witness testimony supported the store’s defense, helping to disprove the claim and prevent an unnecessary payout. 

Neighborhood Canvass

A neighborhood canvass involves speaking with residents, employees at local businesses, or longtime community members who may have useful insight. Unlike a witness canvass, the purpose isn’t necessarily to find someone who saw the incident itself. Instead, the focus is on gathering background information, patterns, or observations that can either support or challenge the claimant’s account. 

A neighborhood canvass is especially useful when there is suspicion that a claimant is exaggerating restrictions, when the severity of the reported injury doesn’t align with observed lifestyle or daily activity, or when there’s a pattern of questionable claims in the same area. 

In a neighborhood canvass, investigators should ask questions such as:  

• Have you seen your neighbor performing physical activities recently?
• Do you know if they’ve mentioned being injured or unable to work?
• Have you noticed visitors, unusual activity, or other patterns around their home?
• Do you recall seeing them using tools, equipment, or participating in sports?

These open-ended questions often uncover casual observations that don’t appear in formal records but can provide valuable context. 

Example:

A Workers’ Compensation claimant reports they can’t lift more than 10 pounds due to a shoulder injury. During a neighborhood canvass, one neighbor mentions they saw the claimant carrying heavy mulch bags into their backyard. Another recalls seeing the claimant throwing a football outside. These observations point to activity that doesn’t align with the reported injury, which is strong evidence that the claim may be exaggerated.

Medical Canvass

Medical canvassing involves reaching out to medical facilities near a claimant’s home, workplace, or accident location to verify whether treatment occurred and when. The goal is to build a clear, accurate timeline of medical care, which can reveal undisclosed treatments, overlapping injuries, or pre-existing conditions that directly impact claim validity. 

The National Health Care Anti-Fraud Association estimates healthcare fraud costs the U.S. about $68 billion every year. In insurance specifically, the Coalition Against Insurance Fraud reports that fraud or inflation affects 21% of bodily injury claims and 18% of personal injury protection claims, a costly reality for adjusters and carriers alike. 

A medical canvass is important when there are unexplained gaps or inconsistencies in treatment, when the claimant has a history of prior claims or questionable medical usage, or when reported injury severity doesn’t align with medical documentation. 

During a medical canvass, investigators should ask questions such as:  

• Can you confirm whether the claimant has been treated at your facility in the past 12-24 months?
• What dates of service are on file?
• Is this patient currently receiving treatment at your facility?

These questions can verify medical history and uncover details that don’t appear in the initial claim. 

Example:

A claimant reports they’ve only seen their family doctor once after a minor auto accident. A medical canvass reveals visits to three urgent care facilities in the weeks before the crash, along with ongoing prescriptions for pain management. The additional medical history changes the understanding of causation and damages, potentially saving the carrier thousands. 

Value of Knowing the Difference Between a Medical, Neighborhood, and Witness Canvass

When used strategically, a medical, witness, and neighborhood canvass work together to give adjusters the full picture needed to separate fact from fiction. Together, they help prevent unnecessary payouts, streamline claims resolution, and support fair outcomes for everyone involved. 

Use the right canvass to uncover the truth and safeguard your claims. Connect with our team today. 

Check out our sources:

Coalition Against Insurance Fraud. By the Numbers: Fraud Statistics. Coalition Against Insurance Fraud, 2023, https://insurancefraud.org/fraud-stats. 

National Health Care Anti-Fraud Association. The Problem of Health Care Fraud. NHCAA, 2023, https://www.nhcaa.org/resources/health-care-anti-fraud-resources/the-challenge-of-health-care-fraud/.