Insurer follows industry moves to stem the tide of fraudulent claims

Lloyd's insurer Cox has become the latest insurer to adopt Digilog's lie detection technology.

Cox confirmed this week that it is running a Digilog pilot on its motor lines.

A Cox spokeswoman said: "We are in the early stages of a pilot with Digilog. We are running tests on a very small section of our motor account, but there are no results available as yet."

Halifax Bank of Scotland's (HBOS) insurance arm, which began using Digilog on its household lines earlier this year, said this week it was looking at ways of adapting the technology for use in its call centre.

HBOS currently has six trained operators based in its central loss adjusting division using the Digilog system, but the insurer is looking to extend the system into its call centre.

Halifax Claims At Home head Jim Pitman said: "We're looking at how to apply the technology to the call centre environment.

"We want to refine the conversation management techniques, so that we
can get down to half a dozen killer questions."

HBOS plans to train call centre employees to ask claimants the six questions at the beginning of every claim.

HBOS's Digilog pilot will run until after Christmas, before a final decision is made on whether to use the technology at the end of January.

Esure and Groupama are understood to be in advanced discussions with Digilog about running pilots on household and motor lines. Churchill and AXA are also considering lie detectors.

Last month, Admiral disclosed results from the Digilog pilot it had been running on motor theft claims.

Around 20% of claimants making motor theft claims to Admiral are withdrawing their claim after being assessed by Digilog's voice risk analysis (VRA) software.