"You should use an investigative plan because you can't hit a target unless you know what it looks like," Wood said. "For a claim arising out of an intentionally set fire, that 'target' is to objectively gather and evaluate the facts that will help you properly resolve the coverage questions presented by that possibility."

As Wood also pointed out, an effective investigation requires skillful coordination with a number of parties, including various public agencies and government authorities. This assertion set the stage for one overarching concept that likely resonated with attendees: namely, that claim professionals seek to uncover the truth, not to pass judgment or assign blame prematurely.

"You are not a cop; you are a truth seeker," Wood explained. "The goal of the authorities is to put the 'bad guys' in jail. Our goal, however, is to uncover the truth and then make an informed coverage decision. The danger of this 'bad guy' mentality is that you can get sucked in their reports. Be aware of the danger of playing into the conspiracy to nab the insured if you don't take steps to make clear to them and otherwise that your goal is not to help them, but rather to convict your insured."

To that end, Wood noted that there is an appropriate time and place to share information of concern, and to elicit the insured's explanations. He also underscored fire claim "first priorities," as in things that should be taken care of as soon as possible to secure the scene in order to protect against contamination and preserve the integrity of the scene and any evidence that may be present.

"As soon as possible, be sure to procure recorded statements from all insureds and witnesses," he said. "You can do follow-up statements and/or EUOs later, as specific questions and concerns surface. For now, just get the whole story of what happened -- in detail -- on tape. Also, consider a contents walk-through recorded statement with pictures and diagrams."

Equally as crucial is retaining appropriate experts and taking the necessary measures to document the scene.

"You can't take too many photos," said Wood, who later elaborated on data and evidence collection, using an overall scene diagram and floor plan sketches, preservation and testing.

Before discussing how to foster a good faith mindset in the session's final segment, Wood touched upon typical coverage issues; arson and fraud reporting requirements; getting the most out of interactions with experts; and motives and anti-motives, drawing a distinction between financial need and plain greed.