Capita Insurance Services will provide claims handling services to the motor division of Chaucer Insurance after securing a three year contract.
The company said it will use its Advanced Validation Services (AVS) to help Chaucer deliver a “highly efficient claims facility and enhance customer service”.
Under the contract, Capita will provide a claims handling service, which will utilise conversation management and behavioural analysis techniques in conjunction with Voice Risk Analysis (VRA).
If the information supplied is valid, customers' requests can be acted upon more quickly and more efficiently, ultimately enhancing service, Capita said.
Jason Carter, Managing Director of AVS at Capita Insurance Services, said: “For too long, there has been an imbalance between providing a high standard of customer service and effectively tackling fraud without compromising one for the other. This contract reflects the importance that Chaucer Insurance places on customer service and AVS's ability to process claims more efficiently and increase fraud detection rates, making the overall service to customers swifter and more efficient.”
