If Detica's Richard Love really thinks that cognitive interviewing is driving away honest claimants (24 June, Insurance Times), he needs to speak to some of the thousands of honest people who have been interviewed using the technique and found it a thoroughly pleasant experience.

How can they be "driven away" when they don't know their insurer uses the approach, nor do they recognise that the "nice person in a call centre" they're speaking to is actually a specialist in the use of forensic psychology.

While the thought of voice stress analysis may make some honest claimants nervous, speaking to a cognitive interviewing specialist who listens carefully, is genuinely interested, and understands the emotions they're going through is often the best customer service experience they will ever receive.

Bill Trueman
Absolute Customer Management

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