VFM Services will provide fraud awareness training and claims handling
White Horse Insurance Ireland has appointed desktop counter-fraud services provider VFM Services to help fight fraudulent travel claims.
VFM will be tasked with providing fraud awareness training and outsourced claims handling services to its retail travel claims and wholesale division.
White Horse’s team of claims handlers have received VFM’s interactive fraud awareness training to help them embed a customer-centric conversation management process within the business.
After only a few weeks the programme is showing positive results. Of the travel claims received by VFM from White Horse, 76% have resulted in a ‘nil settlement’, delivering a return on investment of £5.91 for every pound spent. Low risk (genuine) claims are also achieving turnaround times of less than 24 hours to settlement.
White Horse Insurance operations manager Liam O’Kane said: “We take fraud seriously. By embarking on a zero-tolerance approach with the combination of fraud awareness training and claims support we are already seeing a marked improvement in our levels of fraud detection.
“We are now in a stronger position than ever to identify fraudsters quickly and repudiate these claims while progressing genuine ones as efficiently as possible.”