”We have to make three claims after our experience in Italy – this the most complicated this one. This has been resolved courteously, with empathy, swiftly and fairly – and resolved the quickest. The industry could learn a lot from you. You have been great – so kind on the phone and so efficient. I can’t rate you highly enough! “
Household Claims Customer
“Thank you once again for all your help. I fully respect what you have to do and the process and function you fulfill. I can now see, how from the insurance company’s perspective it needed further investigation, and I’m grateful that you can now see how such an unusual set of circumstances came about. Thanks again!”
Travel Claims Customer
“For any insurer who wants excellent customer service, believes in treating customers fairly yet wants a positive impact on their business on all levels, i-Cog is an incredible breath of fresh air to the industry – and a real pleasure to work with!”
Lloyds of London Insurer Client
“As a claimant I was surprised, and extremely pleased, with the incredibly prompt and personal service supplied by i-Cog Services. If only others were as good. If Heineken made claims management services, this would be it.”Commercial Claim Customer
“May I just take the time to thank you so much for the amazingly quick time you dealt with my claim – I am astonished! You treated me with the utmost respect and replaced my item so quickly. Thank you so much!”Household Claim Customer
“I wanted to write in and thank you for the empathic way your personnel treated me under the circumstances. Although my claim was declined I was still treated with dignity, which doesn’t happen much these days. So thank you…..”Travel Claim Customer
“As CPW are committed to providing positive customer experiences as well as detecting contentious claims, we previously weren’t 100% reassured that the methods we used met our vision and ,ethics. We then met with i-Cog and have to say that our eyes in the world on conversation management have been very much been opened. A total pleasure to work with, they really have made a positive impact within our teams. By also designing a bespoke ‘train the trainer course’ which is superb, they have provided us with the internal sustainability to use more improved screening methods and customer engagement techniques that already have proved fruitful. We would have no hesitation in recommending i-Cog and look forward to working with them again.”Ian Elliot, Senior Claims Manager, Carphone Warehouse
“I worked with Tara on a number of projects in 2010 and got to know her well, she has a commitment to excel in all things and the integrity to ensure the right solution is delivered every time. Tara has a great deal of experience in adapting the Conversation Management solution in a variety of interview situations ranging from fraud through to customer service providing real benefits and results to her clients. Her passion for delivering a quality first product is un-matched and her in-depth understanding of the subject matter unrivalled. If you’re seeking a Conversation Management solution now, Tara is the only person I would recommend.”Stephen Dalton, Head of Intelligence, Insurance Fraud Bureau (IFB)
“i-Cog have recovered money we had already written off through their Conversation Management in-house services and have been the catalyst to improve our own processes which will give us further financial benefit… “Mike Marshall, Security Director, Shop Direct Group
“Given only 2 weeks’ notice before speaking at MasterCard’s European Fraud Conference in Barcelona this year, Tara took on the challenge and delivered 2 top notch conversation risk management presentations to around 300 European fraud prevention professionals. She not only did herself proud but also cemented her working relationship with MasterCard and its customers. A testament to the work she put in for us comes from the superb feedback received. Our customer’s eyes were opened and the delivery was perfect.
If you are looking for a keen incisive intellect, quality leadership and a work ethic based on delivering results then look no further than Tara. All this combined with high personal integrity, extremely personable nature and a fabulous sense of humour makes working with Tara an absolute pleasure… . long may it continue.”Shelley Palmer, MasterCard
“…my new team of Technical Claims Evaluators, plus two Team Managers and the Claims Coach, two Section Managers and myself undertook an intense four day training course on Conversation Management run by i-Cog’s knowledgeable Managing Director Tara Shelton. …the course was fantastic and has really helped our business achieve excellent results. It has acted as a benefit to our business, sped up our customer service experience and overall has helped our claims experience and investigations improve. They also provide superb investigative services all-round.”Melinda Marshall, Operation Manager, CIGNA Insurance Services
“…Superb training from I-COG in Conversation Management and we now utilise all skills taught to great effect.”Canada Life Insurance
“Tara is simply the best claims Psychologist in the insurance industry. Unlike many academics who have attempted to enter the claims environment Tara creates business solutions that are both commercially and operationally viable. She actually listens to what is required, rather than making inappropriate assumptions. She is also very personable and very strong on client relationships.”Bobby Gracey, Chairman
“The claims service provided by I-COG is excellent. Your reports are informative, thorough, prompt, and very competitively priced.”Client Insurer, Claims Handling
“…We use i-Cog for both simple and complicated matters, and what we appreciate is that each set of instructions is treated with the same enthusiasm and professionalism in terms of prompt service, regular updates and results. I would not hesitate to recommend them to others….”Client Insurer, Special Investigations
“……delivered a number of high quality and professional training sessions focussed around conversation management. Our People thoroughly enjoyed the training and have been able to bring the skills into their day to day roles with impressive results.”Simon Powell, Operations Manager, Endsleigh Insurance
“Tara has a wealth of experience and expertise to draw on and is clearly an expert in the field of cognitive interviewing and conversation management. A course we ran last year for a number of clients on conversation management was very well received and the feedback excellent.
Tara comes across as very assured, professional and knowledgeable but at the same time is very approachable and down to earth which makes her training style enjoyable and entertaining.
Tara’s excellent communication and listening skills make her a real pleasure to work with and I am happy to recommend the services of Tara and i-Cog to any prospective clients.”Sean Grainger, SCOR Global Life