An IAG break-in procedure defines the coordinated steps an insurance or assistance group follows when a client reports an unauthorized entry or attempted entry at a property. This structured workflow balances rapid response, evidence preservation, and clear communication to protect both the member and the provider.
Below is a high level overview of roles, outputs, and checkpoints that typically appear in a mature IAG break-in procedure.
| Stage | Primary Owner | Key Outputs | Target Time |
|---|---|---|---|
| Alert Intake | Triage Desk | Incident ID, initial risk rating | < 15 min |
| Scene Assessment | Field Adjuster | Photos, measurements, entry point log | < 2 hours |
| Evidence Handling | Forensic Liaison | Chain of custody, lab requisitions | < 24 hours |
| Claim Decision | Claims Manager | Approval, settlement, or decline letter | < 72 hours |
Initial Dispatch and Triage Protocols
When a policyholder calls in to report a break-in, the triage desk activates the IAG break-in procedure with a structured set of questions. They confirm identity, verify the incident type, and quickly classify risk based on visible indicators such as forced entry or missing high value items.
This dispatch phase routes the case to the closest available adjuster and may simultaneously alert law enforcement contacts when required. Clear scripts and decision trees keep response consistent across regions and ensure that critical details are captured before anyone reaches the scene.
Documentation begins immediately with timestamps, call recordings, and reference numbers, providing a reliable audit trail that supports both rapid processing and later dispute resolution.
On Scene Investigation and Evidence Collection
At the property, the assigned adjuster follows the IAG break-in procedure checklist for scene integrity, starting with securing the perimeter and logging every person who enters. Photographs of entry points, scattered items, and surrounding areas are time stamped and geotagged to preserve context.
Adjusters note the method of entry, tool marks, and potential footwear or glove impressions, then coordinate with specialists when forensic recovery is necessary. Accurate notes and calibrated measurement devices reduce ambiguity when claims move toward liability assessments or subrogation.
Evidence bags, sealed envelopes, and digital metadata logs ensure that physical and electronic proof remain admissible if legal proceedings become necessary.
Coordination with Law Enforcement and Third Parties
Throughout the IAG break-in procedure, adjusters maintain structured liaison with local police, sharing incident numbers, preliminary findings, and required reports. Some programs integrate with private security firms or forensic vendors to accelerate specialist analysis without sacrificing chain of custody standards.
Clear communication templates prevent duplicated efforts and set expectations about when updates will follow each milestone. This alignment helps manage member anxiety and protects the organization from allegations that evidence was mishandled or selectively reported.
Claims Assessment and Settlement Execution
After the scene work is complete, the claims team synthesizes police statements, adjuster notes, and vendor reports to determine coverage applicability under the policy. The IAG break-in procedure here emphasizes transparent reasoning, itemized valuations, and documented justifications for every coverage decision.
When liability is clear, the provider issues repair estimates or cash settlements, follows up on contractor performance, and closes the file with a final review. In more complex cases, the same structured workflow supports subrogation actions against third party responsible parties.
Operational Excellence and Program Governance
Organizations optimize the IAG break-in procedure through regular training, simulated incident drills, and periodic audits of documentation quality. Strong governance ties process metrics, such as time to first adjuster visit and evidence acceptance rates, to performance reviews and continuous improvement initiatives.
- Confirm identity and policy number before sharing sensitive details during the initial call.
- Preserve the scene by restricting access and recording observations while waiting for adjusters.
- Document every interaction with time stamps, names, and reference numbers for future reference.
- Follow insurer guidance on repairs, evidence submission, and subrogation to keep the claim moving efficiently.
FAQ
Reader questions
What should I do immediately after discovering a break-in at my home?
Do not enter the property, contact law enforcement, and then call your insurer using the number on your policy to start the IAG break-in procedure as soon as possible.
How quickly will an adjuster arrive at my property?
Triage desks typically dispatch the nearest available adjuster within the same business day, with physical arrival often occurring within a few hours depending on location and risk level.
Can I clean or repair the break-in damage before the adjuster visits?
It is best to avoid cleaning or repairs until the adjuster has documented the scene, because evidence such as tool marks or trace evidence may be lost and affect your claim.
Will my claim be denied if I cannot provide the original keys or access cards?
No, missing keys alone usually do not deny coverage, but you should report the loss promptly and follow the IAG break-in procedure to document your attempts to secure the property.