Beating fraud, not your customers ..
New methods of beating fraud through cognitive questioning are making an impressive impact, but Richard Love warns that this must not be at the cost of unsettling honest customers
With the Association of British Insurers (ABI) estimating that 3.7% of all insurance premiums result from fraud loss, cognitive testing - checking the legitimacy of claims through psychological questioning - is being heralded by many insurers as the next big thing for fighting fraudulent claims.
The results claimed by some insurers are very impressive, with recent announcements indicating that the process can lead to 30% of claims being withdrawn. However, it also raises two important questions
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