Webinar Replay #120: Using Fleet Surveillance to Find the Truth
Before Fraud Becomes a Payout
Transcription
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Nakisha Luckey: Good morning, everyone. Thank you for joining us for today’s Achievements webinar. We’re excited to have you with us today.
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Nakisha Luckey: In today’s session, Teresa and I will be introducing the Achievements feature and showing you how it can increase engagement and encourage friendly competition within your organization.
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Nakisha Luckey: If you have a competition… competitive team, this feature is a great way to motivate employees to complete their assigned training.
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Nakisha Luckey: Whether you assign training on a weekly, monthly, quarterly, or annual basis, the achievements allow you to recognize your top performers by displaying your training leaders. Seeing their progress can inspire the rest of your team to complete their training on time as well.
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Nakisha Luckey: If you…
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Nakisha Luckey: If your company already rewards employees with bonuses, gift cards, and other incentives for completing training in a timely manner, the Achievements feature complements those programs by providing an additional layer of motivation and recognition.
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Nakisha Luckey: It’s a fun way to celebrate success while encouraging everyone to stay engaged with their training.
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Nakisha Luckey: Today’s Training Mastery class is a deep dive into the INFINITI Safety Training Platform.
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Nakisha Luckey: Welcome. INFINITI Fleet Safety Training is number one in return on safety. It can help transform safety from a call center to a measurable profit strategy with INFINITI.
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Nakisha Luckey: We are 26 years of 1st in trucking.
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Nakisha Luckey: 190 million training sessions assigned.
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Nakisha Luckey: 3.5 million people trained, and 5,000 safer fleets.
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Nakisha Luckey: Introducing achievements. Recognize, motivate, reward.
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Nakisha Luckey: Automatically track training milestones. Recognize employee achievements. Reward participation and engagement.
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Nakisha Luckey: And you can also customize how drivers earn points.
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Nakisha Luckey: Fully customizable.
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Nakisha Luckey: Built for engagement.
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Nakisha Luckey: It helps assign value by choosing point values, reward key activities.
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Nakisha Luckey: Track progress by viewing leaderboards, identify coaching opportunities, and boost engagement by running competitions and celebrate achievements.
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Nakisha Luckey: I’m your host, Nakisha Luckey, and joining me today is our featured client success representative, Teresa Lewis. Teresa will walk us through the achievements feature, demonstrate how it works, and explain how it benefits both you and your team. With that, I’ll turn it over to Teresa. Enjoy the webinar.
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Teresa Lewis: All right. I’m going to share my screen.
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Teresa Lewis: Okay, thank you.
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Teresa Lewis: Can everyone see my screen?
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Chuck Price: Yes, ma’am.
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Teresa Lewis: Okay, great.
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Teresa Lewis: All right, so we’re going to get started. I’m going to show you two parts of the achievements. The first part is what the users will see whenever they log in.
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Teresa Lewis: they will go to the three lines, open up their menu, and they’ll only have a few of these features, but they will go to Achievements.
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Teresa Lewis: And once they’re there, this is what they’ll see. I will walk through each part of the achievements. We’ll start with the progress at a glance.
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Teresa Lewis: This feature gives users a quick overview of their current status, earn points, and how close they are to reaching the next milestone.
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Teresa Lewis: It helps users track their journey and understand what they need to do to unlock the next level.
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Teresa Lewis: The progress ring displays the user’s progress towards the next level as a percentage. In this example, the user is 42% of the way to level bronze. The circular progress bar provides an easy visual indicator of advancement.
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Teresa Lewis: The current level, right?
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Teresa Lewis: shows the user’s current achievement level.
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Teresa Lewis: Here the user is at the star level.
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Teresa Lewis: This gives users, excuse me, immediate recognition of their current status.
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Teresa Lewis: Total infinite INFINITI points.
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Teresa Lewis: displays the total number of points the user has accumulated. In this example, the user has accumulated 2,100 points.
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Teresa Lewis: These points represent the user’s overall activity, learning progress, or achievements.
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Teresa Lewis: Next level requirement.
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Teresa Lewis: shows how many additional points are needed to reach the next level.
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Teresa Lewis: The user needs 2,901 more points to achieve level bronze.
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Teresa Lewis: This provides a clear goal and encourages continued engagement.
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Teresa Lewis: The user benefit of this feature is it helps users monitor their overall progress at a glance, understand their current achievement level.
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Teresa Lewis: See how many points they’ve earned and know exactly how many more points are needed to reach the next milestone. Stay motivated by providing clear, measurable goals.
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Teresa Lewis: The next section is how INFINITI points are earned.
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Teresa Lewis: This section can be described as a points and activity dashboard that helps users understand how they earn points and track their recent point earning activities.
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Teresa Lewis: This section explains the activities that reward users with points. It provides transparency into the point system, so users know which actions contribute to their progress and level advancement. This dashboard is completely adjustable.
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Teresa Lewis: You have full control over which activities are featured and how many points they are worth.
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Teresa Lewis: In this example, The activities.
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Teresa Lewis: Featured is… Content completion.
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Teresa Lewis: 500 points are earned when a content item is completed.
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Teresa Lewis: Login rule.
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Teresa Lewis: 100 points awarded once per day for logging into the platform.
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Teresa Lewis: Assignment completion.
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Teresa Lewis: 750 points are earned after successfully completing an assignment.
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Teresa Lewis: Content attempts, 100 points awarded for attempting a content item.
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Teresa Lewis: Content viewing, 50 points earned by viewing learning content.
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Teresa Lewis: The purpose of this feature shows all available point earning opportunities, encourages users to complete more learning activities, helps users understand how to progress to higher levels.
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Teresa Lewis: Your recent actions.
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Teresa Lewis: This section displays a history of the user’s most recent point earning activities.
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Teresa Lewis: Each entry includes activity name, example login rule, date and time the activity occurred, Points earned for that activity.
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Teresa Lewis: In the example, the user earned 100 points each time they logged in on different dates.
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Teresa Lewis: The see all actions.
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Teresa Lewis: link allows the users to view the complete points history. So if they click on this, they’ll be able to see their whole history.
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Teresa Lewis: The purpose of this feature.
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Teresa Lewis: Provides a record of recently earned points. It helps users verify that points have been awarded correctly. Gives immediate feedback on completed activities. Encourages continued engagement by showing ongoing progress.
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Teresa Lewis: Excuse me.
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Teresa Lewis: The next feature… Where you stack up.
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Teresa Lewis: This feature can be described as a performance.
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Teresa Lewis: And an achievements dashboard that allows users to compare their progress with others and view their earned and upcoming achievements.
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Teresa Lewis: This section provides a visual comparison of the user’s current level against the overall distribution of other users across all achievement levels.
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Teresa Lewis: The chart helps users understand their current level.
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Teresa Lewis: Highlighted to show the current standing example star.
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Teresa Lewis: Peer comparison displays how users are distributed across different levels such as star, bronze, silver, gold, and platinum. Progress motivation encourages users to continue earning points and advance into higher levels. The purpose gives
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Teresa Lewis: Users’ context about where they stand relative to their peers.
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Teresa Lewis: Motivates progression by showing the path to higher achievement levels. Makes progress more meaningful through comparison with the broader community.
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Teresa Lewis: Next feature is the achievement showcase.
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Teresa Lewis: This section highlights the user’s badges and milestones, providing recognition for accomplishments while encouraging future goals.
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Teresa Lewis: It includes achievements earned, Displays badges or achievements the user has already unlocked.
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Teresa Lewis: Recognizes completed milestones and celebrates progress.
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Teresa Lewis: Serves as a record of accomplishments.
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Teresa Lewis: Upcoming achievements.
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Teresa Lewis: List badges or milestones that are available to unlock next.
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Teresa Lewis: It helps users understand the requirements for future achievements, encourages continued participation and engagement.
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Teresa Lewis: The purpose is to reward users for their accomplishments, provides visibility into future milestones, increases motivation through clear achievement goals.
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Teresa Lewis: Excuse me.
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Teresa Lewis: The user benefit with this feature, the users can see how their current level compares to other learners.
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Teresa Lewis: Understand their overall standing within the platform. View badges and achievements they have earned. Discover upcoming achievements and work toward unlocking them. Stay engaged through visible progress, recognition, and clear goals.
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Teresa Lewis: the leaderboard, right?
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Teresa Lewis: The leaderboard shows how you rank amongst your peers. It’s a visual ranking system that uses points… a points system to spark a little friendly competition and track engagement.
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Teresa Lewis: Now we will move to the administrator feature, dashboard.
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Teresa Lewis: And look at the achievements.
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Teresa Lewis: feature there.
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Teresa Lewis: The administrative
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Teresa Lewis: The administrator dashboard is visible only to administrators. Standard users do not have access to the activity feeds or point summaries displayed here.
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Teresa Lewis: This allows administrators to monitor participation and engagement trends, verify the achievement rules or awarding points correctly.
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Teresa Lewis: Recognize high-performing users. Review activity history for reporting and auditing purposes.
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Teresa Lewis: Users continue to earn points.
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Nakisha Luckey: forget about it.
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Teresa Lewis: Achievements.
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Teresa Lewis: Through normal activity, but the administrative dashboard and reporting views remain limited to users with administrative permissions.
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Teresa Lewis: So, the first feature of the administrative dashboard is… the top scores.
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Teresa Lewis: The panel displays the highest point earners for the selected achievement period or rule set.
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Teresa Lewis: Users are ranked based on the number of INFINITI points they have accumulated. The leaderboard highlights the top performers.
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Teresa Lewis: And by selecting see all scores, you are able to see the complete list.
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Teresa Lewis: You can, again, View 20 at a time.
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Teresa Lewis: Recent activities. This panel provides a feed of the most recent activities that generated achievement points.
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Teresa Lewis: Each entry shows the user who earned points.
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Teresa Lewis: The rule or action that triggered the award, for example, a login event.
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Teresa Lewis: The date and time of the activity, the number of points awarded for that section.
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Teresa Lewis: The next feature is the overall rewards distribution.
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Teresa Lewis: Giving administrators a high-level view of how users are progressing through the reward tiers.
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Teresa Lewis: The reward distribution chart.
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Teresa Lewis: This chart provides a visual breakdown of the number of users assigned to each reward level.
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Teresa Lewis: Star, bronze, silver, gold, and platinum.
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Teresa Lewis: The reward level… Some records.
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Teresa Lewis: The cards on the right provide an at-a-glance count of users within each reward category.
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Teresa Lewis: Star has… in this example, Star has 190 total users, Bronze has 1, Silver has 1, Gold and Platinum has 0 each.
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Teresa Lewis: These totals help administrators monitor participation levels.
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Teresa Lewis: The administrative uses… uses…
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Teresa Lewis: For this dashboards, help administrators track overall engagement with the rewards program, measure adoption and participation across reward tiers.
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Teresa Lewis: Identify whether users are progressing through levels as expected.
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Teresa Lewis: Evaluate if reward criteria needs adjustment to maintain motivation and participation.
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Teresa Lewis: generating reports, met reporting metrics for leadership or program management.
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Teresa Lewis: Again, thank you for reviewing the Infinite
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Teresa Lewis: INFINITI Achievements feature with me. I appreciate your time.
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Nakisha Luckey: Thank you so much, Teresa, for walking us through the achievements feature today. And thank you all for joining us for our achievements webinar.
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Nakisha Luckey: Yes.
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Chuck Price: No worries.
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Nakisha Luckey: have any additional questions or would like to learn more about the Achievements feature, please do not hesitate to reach out to your dedicated Client Success Representative, who will be more than happy to help.
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Nakisha Luckey: Best practices. Set criteria that encourages engagement, logging, and attempts. Ensure notifications are properly set for your users. Maintain a 90% or better participation rate.
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Nakisha Luckey: Incorporate bonuses, gift cards, or other incentives.
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Nakisha Luckey: We recommend 100% passing grade. Train across all departments in your company to get everyone engaged.
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Nakisha Luckey: Your greatest asset and your greatest liability is the behavior of your employees.
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Nakisha Luckey: Behavior change equals frequent, consistent, required.
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Nakisha Luckey: Again, thank you all for joining us.
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Chuck Price: -Thank you again, everyone, for joining us on this webinar. We greatly appreciate it. If there are any questions, go ahead and put them in the chat, and we will be happy to answer those as they come in.
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Chuck Price: While those questions are coming in, if you are not a current client and are interested in kicking the tires, please
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Chuck Price: select. If you’d be interested in a trial with the poll, and we will contact you and get that set up.
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Chuck Price: We will roll it all out for you and give you the full INFINITI experience. Also, if you accrue, NATME points for the NATME credits, please also, utilize the poll so that we can get those credits over to you as well.
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Chuck Price: Again, thank you so much for joining us, and we look forward to seeing you on the next Mastery Series webinar.
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Chuck Price: It looks like we don’t have any questions in the chat.
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Chuck Price: All right, ladies and gentlemen, you all have a great day.
INFINITI’s Top Takeaways
Bill Dorfner, webinar host with INFINITI Fleet Safety Training, is joined by Andrea Jones, an experienced investigations professional with Shadow Investigations, now part of Command Investigations, for a detailed discussion about surveillance, web investigations, insurance fraud, and claims defensibility. During the webinar, Jones draws from approximately 14 years of investigative experience to explain how trucking companies, claims professionals, third-party administrators, and attorneys can use Fleet Surveillance to identify questionable claims, preserve valuable evidence, and make better-informed claims decisions. The presentation explores fraud warning signs, ethical surveillance practices, social media investigations, remote monitoring, investigator preparation, and the importance of acting quickly following an accident.
- Understanding insurance fraud: Fraud occurs when someone knowingly provides false information to obtain a benefit or advantage they would not otherwise receive.
- Recognizing the fraud triangle: Opportunity, financial or personal pressure, and rationalization can combine to motivate fraudulent behavior.
- Watching for early warning signs: Late-reported injuries, inconsistent accident descriptions, minimal vehicle damage, changing stories, unusual medical treatment, and reluctance to provide records may indicate the need for further investigation.
- Using Fleet Surveillance objectively: Professional surveillance should provide unbiased documentation that either confirms or contradicts a claimant’s reported injuries and limitations.
- Following ethical surveillance standards: Investigators must avoid unreasonable intrusion, respect areas where individuals have an expectation of privacy, and never induce or entrap claimants.
- Preparing before surveillance begins: Investigators research addresses, vehicles, associates, employment, criminal history, social media activity, recurring events, and daily routines before entering the field.
- Establishing clear investigative goals: Trucking companies should explain exactly what evidence they need, such as confirming whether a claimant can walk, work, drive, perform household tasks, or participate in recreational activities.
- Acting quickly after an accident: Social media posts, videos, photos, comments, and other online evidence can be deleted or made private once a claimant speaks with an attorney.
- Combining web research with field surveillance: Web investigations can identify aliases, associates, routines, employment information, activities, and potential surveillance locations.
- Identifying patterns over time: Evidence showing consistent activity across several days is often stronger than footage from a single day that a claimant could describe as an unusually good day.
- Using stationary surveillance: Legally placed remote cameras can document activity continuously, identify departure patterns, and help investigators determine the best time and location for manned surveillance.
- Adapting to challenging locations: Investigators may use terrain, parallel roads, parks, public observation points, traffic patterns, and multiple exit routes to conduct surveillance without drawing attention.
- Protecting the evidence: Investigators must comply with state licensing requirements, surveillance laws, recording rules, and courtroom standards, especially when cases cross state lines.
- Improving claims decisions: The purpose of Fleet Surveillance is not simply to prove fraud. It is to provide reliable evidence that helps fleets evaluate claims fairly, control unnecessary costs, and build a more defensible case.
Turning Fleet Surveillance Into Stronger Claims Decisions
Effective Fleet Surveillance combines fast action, detailed preparation, professional fieldwork, web investigations, and clear communication between the fleet, investigator, adjuster, and legal team. When trucking companies respond early and preserve available evidence, they are better positioned to identify exaggerated claims, verify legitimate injuries, reduce avoidable losses, and protect drivers and the organization from opportunistic litigation. The webinar emphasizes that successful investigations are not based solely on luck. They depend on ethical practices, trained investigators, careful planning, consistent documentation, and a clear understanding of what evidence is needed to support a fair and defensible claims decision.
FAQs
What is Fleet Surveillance, and how can it help transportation companies?
Fleet Surveillance is the ethical, objective documentation of a claimant’s activities after an accident, injury, or workers’ compensation event. For transportation companies, it can help determine whether reported physical limitations match observed behavior. The goal is not to harass claimants or automatically prove fraud. Instead, Fleet Surveillance provides evidence that may confirm a legitimate injury or reveal inconsistencies that deserve closer review. Trucking companies, school districts, insurers, attorneys, and third party administrators can use the findings to make better claims decisions, control unnecessary costs, and create a more defensible record if the case later proceeds to litigation or settlement discussions.
What warning signs may indicate a need for Fleet Surveillance?
Transportation companies should consider Fleet Surveillance when a claim presents several warning signs rather than relying on one detail alone. Indicators include late reported injuries, changing accident descriptions, minimal vehicle damage, vague statements, inconsistent treatment, reluctance to provide records, and claims that appear much greater than the circumstances suggest. Comments about a large payday or threats of litigation may also justify closer review. Fleet managers should document everything available at the scene and consult claims or legal professionals quickly. Early evaluation helps determine whether social media research, background work, stationary monitoring, or manned Fleet Surveillance is the most appropriate next step.
How soon should Fleet Surveillance begin after an accident?
Fleet Surveillance should begin as soon as red flags appear because valuable evidence can disappear quickly. Claimants may delete posts, make profiles private, remove photographs, or change their routines after speaking with an attorney. Early investigation can preserve accident videos, activity posts, employment details, and statements made shortly after the incident. The webinar explains that even a basic social media review may provide an inexpensive starting point. When the circumstances support it, investigators can then recommend field surveillance. Acting quickly allows transportation companies to compare early behavior with later allegations and build a timeline before memories, records, and online evidence change.
How does social media research support Fleet Surveillance?
Social media supports Fleet Surveillance by revealing information about a claimant’s activities, routines, associates, employment, travel, hobbies, and statements about an accident. Investigators may review posts, photographs, videos, live streams, comments, and connections before conducting fieldwork. This information can identify useful dates, locations, vehicles, and patterns that improve surveillance planning. It may also preserve statements or images that are later deleted. Social media evidence should be collected lawfully and documented carefully and consistently so its source is clear. For trucking companies and school transportation operations, this research can provide an efficient first step before more expensive investigative services are authorized.
What makes Fleet Surveillance ethical and legally defensible?
Ethical Fleet Surveillance is conducted by an objective third party using methods that are minimally intrusive and focused on observable activity. Investigators should not enter private property, film through bedroom windows, induce activity, or attempt to entrap a claimant. They may document conduct occurring in places where there is no reasonable expectation of privacy, such as public roads, front yards, stores, parking areas, or publicly accessible locations. When privacy concerns exist, investigators may report that activity was visually observed without recording it. Standards protect the claimant, the transportation company, and the usefulness of the evidence if the matter reaches court.
Why is preparation important before beginning Fleet Surveillance?
Preparation improves Fleet Surveillance because successful investigations depend on research, planning, and defined objectives. Before entering the field, investigators may review addresses, vehicles, relatives, associates, criminal history, employment, social media activity, recurring events, and known schedules. This information helps them choose productive dates, recognize relevant vehicles, locate alternate addresses, and avoid wasting time at an empty residence. Investigators can also study road layouts, terrain, parking patterns, and possible exit routes. For fleet managers, providing complete and current information is essential. The more accurately the investigative team understands the claimant and the desired evidence, the better it can plan a focused investigation.
What information should a company provide when requesting Fleet Surveillance?
A transportation company should provide every detail available when requesting Fleet Surveillance. Useful information includes the claimant’s full name, birth date, address, phone number, vehicle description, photographs, police report, injury allegations, treatment schedule, employment information, known associates, and public social media accounts. The company should also explain what success means for the case. Investigators need to know whether the concern involves mobility, wage loss, driving, lifting, household services, recreational activity, or another claimed restriction. Clear goals prevent misunderstandings and help investigators recognize important evidence. Even limited information can start the process, but current details often improve efficiency and results significantly.
How does manned Fleet Surveillance work?
Manned Fleet Surveillance usually involves an investigator observing a location and following a claimant when appropriate. A surveillance day may last eight hours, although it can sometimes be divided into shorter periods. Investigators establish a lawful observation point, identify relevant vehicles, document public activity, and remain alert for schedule changes or alternate locations. They communicate with supervisors during the assignment so the team can adjust when no vehicles or activity are present. While waiting, investigators may research social media, databases, and associates. This combination of observation and information development helps transportation companies receive more than a simple report of inactivity.
What is stationary or remote Fleet Surveillance?
Stationary Fleet Surveillance uses an unmanned camera that records activity continuously from a lawful public location or point of egress. These cameras may be concealed within an object and positioned without trespassing. Stationary monitoring can be useful in rural areas, locations where an investigator’s vehicle would attract attention, or cases involving activity at unusual hours. It can reveal when a claimant regularly leaves home, performs yard work, receives household assistance, or begins work before dawn. Investigators can then use the discovered pattern to schedule manned surveillance more effectively. The webinar notes that stationary surveillance requires a minimum multiday deployment period.
Why is pattern recognition important in Fleet Surveillance?
Pattern recognition strengthens Fleet Surveillance because people often repeat errands, work schedules, appointments, activities, and household routines. A single recording may be dismissed as an unusually good day, but activity documented over several separate dates can demonstrate consistency. Investigators may compare grocery trips, physical therapy schedules, work shifts, sporting events, lawn care, and travel habits to select productive surveillance dates. They can use remote monitoring or web research to determine when a claimant leaves home. For transportation companies, evidence of repeated activity over an extended period may be more persuasive than one clip because it provides context and a timeline.
Can weather or difficult locations prevent successful Fleet Surveillance?
Weather and location can affect Fleet Surveillance, but they do not prevent useful results. Winter conditions may create opportunities to observe snow removal, vehicle recovery, lifting, or other physical activity relevant to a claimed injury. Rural roads, gated communities, curved streets, mountains, and neighborhoods without roadside parking require planning. Investigators may use public parks, distant observation points, parallel roads, terrain advantages, or placed stationary cameras. The webinar emphasizes creativity and preparation instead of relying on luck. Transportation companies should expect investigators to evaluate the environment, identify lawful options, and explain how geography, traffic, privacy, and visibility may influence the strategy.
How do investigators avoid being detected during Fleet Surveillance?
Investigators avoid detection during Fleet Surveillance by selecting observation points that do not appear unusual and by thinking about where a claimant might expect an investigator to sit. When following a vehicle, they balance staying close enough to maintain contact with avoiding behavior that feels threatening or intrusive. In cities, investigators may remain vehicles behind or use parallel streets and grid layouts. Rural tailing can be more difficult because repeated turns are obvious. Investigators may prepare explanations if approached by neighbors. Training, supervision, and judgment are essential because surveillance can expose the investigation, alarm the claimant, and reduce evidentiary value.
Can Fleet Surveillance be used for workers’ compensation claims?
Fleet Surveillance can support workers’ compensation investigations involving drivers, school bus employees, mechanics, and other transportation personnel. When an employee reports physical restrictions, surveillance may help determine whether activities are consistent with those limitations. Investigators might document driving, lifting, yard work, recreational activity, employment elsewhere, or normal movement patterns. The findings may confirm that the employee is genuinely limited, which helps employers and insurers evaluate the claim fairly. Surveillance should never replace medical evidence, established claims procedures, or legal guidance. It is one fact gathering tool that can help transportation organizations make informed decisions while maintaining ethical and defensible practices.
How can Fleet Surveillance make a transportation claim more defensible?
Fleet Surveillance can help create a more defensible claim by preserving evidence and establishing a documented timeline of public activity. Video, photographs, reports, social media captures, database findings, and investigator observations may help claims professionals compare alleged restrictions with actual behavior. The evidence can guide settlement evaluations, legal strategy, medical reviews, and decisions about additional investigation. It may also prevent a transportation company from overreacting when surveillance confirms that injuries appear legitimate. To remain useful, the investigation must be lawful, unbiased, well documented, and connected to clear case objectives. Strong evidence comes from consistency, professional methods, and coordination among stakeholders.
How should Fleet Surveillance fit into a transportation company’s safety program?
Transportation leaders should treat Fleet Surveillance as part of a response plan rather than a substitute for safety training, crash documentation, claims management, or legal counsel. Drivers should be trained to report incidents, preserve scene information, avoid arguments, identify witnesses, and follow company procedures. Safety managers should secure photographs, video, telematics data, police reports, and statements as quickly as possible. When warning signs appear, the company can consult claims professionals or investigators about web research and surveillance. Combining prevention, rapid reporting, evidence preservation, and investigation helps trucking companies and school transportation organizations reduce risk and respond consistently to questionable claims.
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