VFM Services, the desktop counter fraud training and services provider, has initiated its surge response to provide insurers with immediate assistance while they manage their flood claims. VFM will take on non flood related claims to allow insurers to concentrate on and process flood claims promptly.
A VFM operative will be available on site during the period to complement the in house team and provide the administration bridge. All non emergency related claims containing fraud risk will be routed to VFM for conversation management, ensuring that the insurer’s counter fraud strategy on non flood related claims are unaffected by the surge. This also means that insurer’s own in house teams supporting non-emergency claims can be reallocated to support flood claims.
Sally Griffiths, Director at VFM Services, comments: “All of our staff are New ERA and ACFTech trained and qualified. As an outsourced provider of expert counter fraud conversation management at the desktop, VFM is in an ideal position to support insurers during surge events like this.
“We applaud insurers’ continued commitment to the fight against fraud and keeping premiums down, despite the increase in claims volumes. By implementing tried and tested fraud prevention techniques at desktop level they will increase their success rate of identifying spurious claims early on in the claims lifecycle thereby reducing claims leakage, eliminating the need for expensive field investigation and ultimately protecting genuine customers.”
Further surge services being offered by VFM at this time include a remote answering service using its team of expert desktop claims handlers; a settlement service on existing claims involving validation of correspondence only; and a triage service for suspected fraudulent claims that will speedily identify and settle genuine claims whilst repudiating fraudulent claims and always in a way which treats the customer fairly.