Question 1

Who can refer a claim to Exero Claims?

Accepted Answer

Insurance carriers, third-party administrators (TPAs), reinsurers, SIU teams, corporate HR and risk managers, in-house legal departments, and external defence counsel. We do not accept work directly from individual claimants in matters where we may be retained by the carrier or its counsel.

Question 2

How quickly will a senior investigator respond to a new referral?

Accepted Answer

A senior investigator reviews every new referral within 24 business hours and replies with a conflict check, scope confirmation, and indicative timeline. High-exposure or time-critical claims can be triaged the same business day on request.

Question 3

Do you sign engagement letters and NDAs?

Accepted Answer

Yes. Every file is opened under a written engagement letter that defines scope, deliverables, lawful basis, and fees. We sign carrier or law-firm NDAs and panel agreements, and we can work on standing master service agreements for high-volume referrers.

Question 4

What types of claims do you investigate?

Accepted Answer

Suspected fraudulent or exaggerated claims across personal injury, disability and long-term sick leave, workers' compensation, motor and bodily injury, property and contents, business interruption, life and accident, and travel. We also handle corporate HR inquiries and litigation-support investigations for defence counsel.

Question 5

Do you provide surveillance, or only desk-based investigation?

Accepted Answer

Both. We deliver full field surveillance (static and mobile), activity checks, home-visit and benefits verification, witness interviews, social-media intelligence, OSINT, asset traces, and structured desk investigations. The mix is matched to the lawful basis, the risk picture, and the deliverable the carrier or counsel needs.

Question 6

Can you run cross-border investigations or only within the Czech Republic?

Accepted Answer

Our core operating territory is the Czech Republic, with nationwide coverage from Prague, Brno, Ostrava, Plzeň and regional hubs. Cross-border work into Slovakia and the wider CEE region is delivered through vetted partner firms under our case management, contract, and quality controls.

Question 7

Is surveillance of a claimant lawful in the Czech Republic?

Accepted Answer

Yes, when there is a documented legitimate interest under Article 6(1)(f) GDPR, the activity is proportionate to the suspected loss, and the methods are restricted to publicly observable conduct. We do not enter private dwellings, intercept communications, or use unlawful technical means. Every file records the lawful-basis and proportionality assessment.

Question 8

Are your reports admissible as evidence in Czech civil proceedings?

Accepted Answer

Yes. Reports are produced by licensed Czech investigators with a documented chain of custody, GDPR proportionality record, time-stamped exhibits, and a structure designed for use in civil courts and arbitration. Senior investigators are available to give expert-witness testimony.

Question 9

How is personal data handled and stored?

Accepted Answer

Personal data is processed under a written engagement that defines purpose, lawful basis, retention, and recipients. Files are stored on access-controlled systems within the EU, encrypted in transit and at rest, and deleted or returned to the carrier at the end of the agreed retention period.

Question 10

Are your investigators licensed?

Accepted Answer

Yes. Exero Claims operates under a Czech trade licence for private detective services (koncesovaná živnost — Služby soukromých detektivů) issued under the Czech Trade Licensing Act. Field investigators carry credentials and are vetted, trained, and supervised by senior case managers.

Question 11

What does a final investigation report include?

Accepted Answer

Executive summary, factual findings, methodology, time-stamped photo and video exhibits where applicable, chain-of-custody log, GDPR and proportionality record, and clear recommendations for the carrier or counsel. Reports are delivered as PDF in Czech or English, with raw exhibits provided on request.

Question 12

Do you provide interim updates during a file?

Accepted Answer

Yes. We provide structured interim updates at intervals agreed at intake — typically after each surveillance day or major milestone — so claims handlers and counsel can take reserving, settlement, or litigation decisions without waiting for the final report.

Question 13

Can deliverables be produced in English for international carriers?

Accepted Answer

Yes. The firm operates fully bilingually in Czech and English across intake, fieldwork, witness interviews, exhibit handling, and final reports. International reinsurers and group SIU teams receive deliverables in the language they reference internally.

Question 14

How are fees structured?

Accepted Answer

Most files run on a transparent hourly or daily rate with a written budget cap agreed at intake. Defined scopes (e.g. a home-visit verification or a fixed surveillance window) can be quoted as fixed fees. High-volume referrers can move to a master rate card under a framework agreement.

Question 15

Do you work on contingency or success-fee arrangements?

Accepted Answer

No. To preserve the independence and admissibility of our findings, we do not accept contingency or success-fee structures. Fees are based on time, scope, and disbursements, regardless of the investigative outcome.

Question 16

How is confidentiality protected?

Accepted Answer

All assignments are confidential by default. Information about the existence of an instruction, the identity of the subject, and the findings is restricted to named recipients on the carrier or law-firm side and to the investigators directly working the file. NDAs and panel-specific confidentiality terms are honoured in full.

Frequently Asked Questions for Insurance Clients

Engagement & Intake

Scope of Investigation

Legal, GDPR & Admissibility

Deliverables & Reporting

Fees & Commercial Terms

Still have a question? Refer the case confidentially.