Claims services firm Teceris has secured a three-year contract extension with Chaucer Insurance, for the provision of its unique claims screening service, utilising a combination of Voice Risk Analysis and Conversation Management. The three-year contract will enable Chaucer to deliver further benefits to genuine customers, including the fast tracking of legitimate claims and ensuring significant savings through fraud detection.
Under the contract, Teceris will screen motor theft claims for fraud and identify “low risk” claims for rapid settlement. Customers will be taken through a short, structured conversation to ascertain the details of their claim, allowing the majority to be fast-tracked and highlighting cases which require further investigation.
In addition, Chaucer will be piloting Teceris’ new motor liability investigations facility. The service is being introduced ahead of the expected Ministry of Justice (MoJ) personal injury reforms and will allow for rapid decisions to be made on liability. These decisions will be based on the use of the Advanced Validation Solution (AVS) to assist in validating the circumstances surrounding an incident.
Geoff Jansz, Chaucer’s anti-fraud manager, commented: “Over the last three years, working with Teceris we have achieved significant savings while maintaining our commitment to excellent customer service.”
Dawn Probert, claims director from Chaucer, concurred: “By extending our relationship we will build on the benefits already achieved and develop further innovative approaches to delivering greater efficiencies in claims handling through early risk assessment.”
Richard Sheridan, Managing Director at Teceris, said: “The AVS process is a fast and effective way of assessing the risk of fraud which does not adversely affect the customer experience. Using this process with the help of skilled insurance staff enables us to make fast and accurate decisions which benefit both customer and insurer. The new process for RTA motor liability claims is an exciting development which addresses a key issue for our clients.
For further information please contact:
Capita Press Office, 0207 654 2399
Notes to Editors:
Teceris Validation Services provides fraud screening services using a unique combination of Voice Risk Analysis, intelligent interview techniques and behavioural analysis. In addition to working with a number of insurance clients the business is also working with the Department for Work and Pensions and local authorities in the use of the process in benefits administration. Further information on Teceris can be found at: www.teceris.co.uk
The Capita Group Plc is the UK’s leading provider of BPO and integrated professional support service solutions. With 36,000 people at more than 300 sites, including 62 business centres across the UK, Ireland, the Channel Islands and India, the Group uses its expertise, infrastructure and scale benefits to transform its client’s services, driving down costs and adding value. Capita is quoted on the London Stock Exchange (CPI.L), and is a constituent of the FTSE100 with revenues for 2008 of £2,441 million. Further information on the Capita Group Plc can be found at: www.capita.co.uk
Chaucer Insurance is the UK Motor Division of a Lloyd’s syndicate managed by Chaucer Syndicates Limited, part of Chaucer Holdings PLC, a specialist insurance group listed on the London Stock Exchange, which provides the capital and management required to underwrite business at Lloyds, the world’s leading insurance and reinsurance market. Chaucer Insurance employs approximately 300 people at its Whitstable office. Further information on Chaucer Insurance can be found at www.chaucer-insurance.co.uk