West Harbor Intelligence
WHI - FAQs

If you have a question, please see our Frequently Asked Questions below. If your question is not answered, feel free to email us with your question(s).

 

Q: Why do I need to register to submit a case?
A:
Registering is necessary so that we have you in our database. Think of it like a bank; you have to have an account with the bank before you can make deposits.

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Q: What happens after I submit my case?
A:
After you have submitted your case online, your case will show as 'PENDING'. What that means is, it has been successfully submitted, but we have not had an opportunity to go through the information that you've provided.

Prior to commencing any investigation, we review your case and develop a strategy based on the subject's injuries, current circumstances, and previous history. We are then able to target our investigation precisely in order to obtain and provide our clients with the information required to make informed decisions.

We assign an investigator(s) to your case, and then approve it. You will receive an email from us letting you know that you now have an OPEN case with West Harbor Intelligence.

It is our objective to assist our clients in the detection and deferment of fraudulent claims and to provide informational and logistical support to aid in the decision making process. West Harbor Intelligence is not so large that we sacrifice quality and not so small that we are unable to handle the most detailed assignments.

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Q: How important are the little details?
A:
You'll find that, when you submit your case online with us, we ask you a lot of questions. Although some of the questions may seem unimportant to you, to us, they can have a tremendous impact on your case - and, in some cases, can be the difference in drastically reducing the overall cost of processing your claim.  

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Q: Who do I contact after I've submitted a case?
A: We will contact you via email once your case has been submitted, and, then again when it has been approved and opened. We usually follow up with a phone call shortly thereafter - to possibly schedule an in-person meeting.

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Q: How long does it usually take before I hear from you?
A: Typically, it takes less than 24 hours for you to receive an email from us to confirm that your case has been "opened." However, more often than not, it's even much sooner than that.

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Q: My case requires surveillance. Will I need any special equipment to view the surveillance video online?
A:
No. The video player we use is browser-compatible, and therefore, you will not need any special equipment. However, if you are using an older browser, we strongly recommend that you upgrade your browser to the latest FIREFOX browser or the latest SAFARI browser - both of which are much better browsers than Internet Explorer. You will also need the FLASH PLAYER PLUG-IN as well.

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Q: I'm unable to save the surveillance video in the Online Case Manager to my desktop. Why is that?
A: We have disabled the SAVE feature. We will provide you with a hard copy at the end of the case.

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Q: If I don't fill in all of the details when I submit my case, can I fill them in later?
A: No. Once you have submitted the case with us, you cannot make any text changes to the case yourself. The reason we do this is so that we know when there's a change in the case. If you were to make a change after it was submitted, we would not have any knowledge of that change. If we require additional information from you, we will contact you for that info, or we will use the COMMENTS section in the Online Case Manager to let you know what additional information we may need. The Online Case Manager is an invaluable tool for you to stay in touch with us and vice-versa.

Q: What happens if I can't remember my password?
A: You can reset your password by visiting the Online Case Manager login page, or we can reset it for you.

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