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It is accepted that insurance fraud is though is an illegal practice. Revenge is seen as increasing premiums insurance companies, but strive to avoid paying claims when they come. Insurance fraud is a problem and the costs of an estimated £ 3 billion annually. The holiday season is well bad – on New Year's claims have increased by 40% as excessive Christmas spending enough.
The industry is not taking more of it, techniques and has introduced developed by the United States called the police "Cognitive interview. It is used to expose the lies of the insurance cheaters do not know they are being interrogated.
A small company called Absolute Customer Management (ACM), based in East Grinstead, West Sussex, is a pioneer in the art and have in many insurance companies on board later.
When researchers communicate with claimants act Insurers like to avoid suspicion. They pride themselves in savings for every 100 cases, a sum of £ 37,000 and as we know, fraudulent claims worth much money each year – 15% of all claims in favor, so if the industry uses this technique could make big savings.
3 EUR billion argued largely on automobile insurance policies, most of the suspects are fire damage claims, and travel unusual houses and loans. Ultimately, the submission of fraudulent claims directly effects of all policy holders and their premiums rise.
Lately, insurance companies relied on the secret use of lie detectors when it comes to telephone complaints, but also concerned that the stricter interrogation may, in fact, offend common customers. In ACM using psychological techniques as part of conversations. "We built a relationship with the client, which is great if they are genuine. It's also good if they are not, "said Gabrielle Ashley, founder of the MCA with Bill Trueman, a former specialist on fraud Lloyds TSB and Direct Line.
First, compile a written version ACM virgin 'in the case of a telephone conversation with the applicant for the second problem was discovered through contact with their insurers. Then ask questions and probe different points for different perspectives. Said Mrs. Ashley. "If you're telling the truth, it is the filing cabinet on the left side of his brain. If you are lying, which comes from the right side, and change the language and times that you are using "
ACM decisions to reject applications have had only a 1% rate of resource and nobody has taken the insurance Ombudsman or court despite having dealt with 3,500 cases since June.
Other insurance companies are developing their own versions of the cognitive interview. Sue Jones, Churchill Insurance, said: "We use the cognitive interview for certain types of demand and we which produces very good results, allowing us to quickly process claims. "Churchill also can segue into" voice stress analysis "- Lie detectors – in the future, he said.
Some are still skeptical about all methods. Head of fraud at Norwich Union, Chris Hill said: "We do not believe that any fraud detection system in the isolation of being a" silver bullet ".
"We take a layered approach that combines a framework of controls based on textbooks and technology. As part of this, try to balance the twin goals of saving more fraud with minimal impact on our real customers in terms of delay or inconvenience to others. "
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Article Source: ArticlesBase.com – Cognitive Interviewing Cracks Fraudulent Claims
