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i-Verify® Conversation Management

Insurance Fraud cuts across every type of insurance. It ranges from opportunists failing to disclose material fact when applying for more favourable policy cover or exaggerating a real incident by adding extra items or events to a genuine claim. Whether it’s theft, loss, accidental damage or an organised fraud ring who have spent days rehearsing a consistent account, one thing is certain. All people lie differently. Some are more successful than others and there is no one constant we can use to determine a liar from a truth-teller……………is there?

i-Cog’s distinctive techniques is what first established our leadership within the Conversation Management claims arena. Now we’ve taken our model to the next level by developing even further following 12 months of psychological research and investment.

Those who study Clinical and Cognitive Psychology may argue that away from the short-term and long-term memory, there are only two other kinds – memory for facts and memory for events. The recall of fact is very different from the recall of an event.

So how do we establish if the claim presented is a true-event?

i-Verify® verifies the authenticity of the claim account on numerous cognitive, behavioural, verbal and human levels simultaneously. All are undetectable to the customer, providing even better customer service than before. It is the most advanced approach to date.

Regardless of the context, if a person is telling the truth i-Verify® will consistently be able to test their recall and make this determination. Not only that, the process will also identify the level of deception and possible motives for it.

Our award winning techniques are based on claimants having to spontaneously respond to innocuous questions that seem so natural to ask, but are in fact thoroughly testing recall from either the sensory or working memory, to separate separating a liar from a truth-teller.

Case Study

Recently, a claim was presented to Insurers by Mr X.

He stated that whilst getting out of a black cab in London two days previously, he was robbed at knife-point by 3 males wearing hoodies. He was lifting 3 bags out of the taxi when he was approached from behind, with instructions immediately placed upon him to comply with their demands.

Inside the bags were 12 photographic and electrical items totaling £56,000.

Mr X was asked to recall this event without interruption. i-Verify® identified immediately that he was recalling fixed structures in detail such as the taxi and the street itself, but was not able to recall any transient movements in detail, such as his seating position before he alighted the taxi. He could also not provide any sensory information such as how the offenders grabbed him, what they said and how he was holding the bags.

Mr X was caught in a mental whirlwind as he had no option but to lie spontaneously, trying to maintain his composure for the clearly unrehearsed areas of his claim.

In summary, when cognitively placed back at the scene, he did not perform in any of the ways expected if the incident had truly occurred. Further, Mr X consistently displayed 19 fraudulent behaviour indicators throughout.

The i-Verify® findings were then discussed with him honestly an we appealed to his better nature. It was at this point that he admitted the claim was fraudulent and that he was one of several instructed to claim by a male organising the group. The details were obtained of the organiser and he was fully profiled. This was then all urgently passed to the police. The claim was closed citing fraud, he was removed from cover immediately.

Now you see how the i-Detect® and i-Verify® relationship is a match made in heaven when it comes to risk assessing insurance claims fairly and ethically.

i-Verify® is implemented on both a DA and non-DA basis and is interwoven into our claims DNA.

For more information on i-Verify® please download the below fact sheet:

Download iverify.pdf