VFM Services, the UK’s leading desktop counter fraud specialist is delighted to announce the launch of its highly successful conversation management solution in Canada.
VFM Services has launched its award winning counter fraud training to the Canadian insurance market for all customer facing staff in the industry including claims handlers, brokers and loss adjusters. Its New ERA training programme, accredited by the UK’s University of Portsmouth, delivers conversation management skills needed by investigators to identify and manage fraudulent claims over the telephone with confidence. In addition, VFM offers the widely recognised Accredited Counter Fraud Technician (ACFTech) qualification that has been designed specifically for desktop investigators. Training is offered on location at clients’ offices and some webinar training is also available.
Fraud costs the Canadian industry more than $3bn a year according to the Insurance Bureau of Canada. This results in increased premiums for policyholders. VFM is taking the lessons it has learnt in the UK and applying them to the Canadian insurance market to provide insurers with a customer focused barrier against opportunistic and professional fraud which delivers proven significantly reduced claims lifecycles and costs.
Sally Griffiths, Director at VFM said: “We are also passionate about raising the standard of fraud training in Canada in the same way that we have done in the UK. Geographically, distance is an issue for Canadian insurers. As well as deterring the opportunist fraudster, VFM’s training solution can ensure that accurate evidence is gathered in the early stages of the claim, meaning that loss adjusters and investigators are presented with real evidence from the insurer before they take the often long trek out to the claimant. This results in more focused investigation work and ultimately, more proven frauds.”
VFM Services has a long track record of working with major insurers across a range of lines including household, motor and travel, to help them identify and manage fraudulent insurance claims. Its pioneering conversation management technique, based on a combination of behavioral psychology and communication skills, quickly identifies spurious claims over the telephone. It enables insurers to progress genuine claims quickly and eliminate the need for expensive field investigation, thereby reducing claims cost and lifecycle whilst treating customers fairly.
Speaking about the Canadian launch Sally Griffiths, continues: “We are excited to be launching our services in Canada and look forward to engaging more closely with the industry to share our best practice techniques and help insurers combat this crime in a way which treats the honest customer fairly, protects brand loyalty and customer service, whilst still putting a stop to fraud.
“In addition to the training, by working with a Canadian partner we could also provide insurers with 24hr access to an outsourced team of highly skilled conversation management practitioners to manage their claims. This gives insurers the ability to scale up and down as demand dictates, and ultimately provides a proven customer focussed barrier against opportunistic and professional fraud which delivers significantly reduced claims lifecycles and costs.”
For further information on VFM Services insurers should visit www.vfm-services.com