i-cog options suite 2015

Welcome To The Future Of Claims Assessment

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Claims Management Solutions


Who Are We?i-Cog is a market leading industry provider of claims handling, investigation and training to the Financial Services Industry. Our i-Options® Suite offers a unique, flexible and revolutionary approach to:

• Claims Handling – innovative and seamless claims handling, validation and fulfillment services

• Claim Investigations – cost-effective and inventive claims investigation services

• Training and Consultancy – input that will make a significant difference to the performance of your staff and your business.

With over 20 years’ experience, we determine the detailed facts behind the claimed event, like to lead from the front with our unique specialisms and break new ground with our pioneering fraud function.

We work hard for our clients, saving them money and displaying through our work ethic exactly WHY we are outstanding at what we do.

We continue to invest in becoming better, faster and stronger – to do even more for our clients and the Insurance Industry as a whole. We also pioneer customer servive excellence.

Introducing i-Options®

In response to the fraud that hasn’t yet happened, historically been missed or identified far too late, we have invested in and developed the i-Options® Suite – a range of new, revolutionary techniques and services delivering clients unprecedented cost and lifecycle savings.

i-Options® provides insurers with easy, fixed fee, low cost options designed to risk assess all claims regardless of claims value for maximum detection.

i-Options® assists the insurance industry by checking all underwriting and claim details for policy breach or risk. The suite gives clients the confidence to settle genuine claims swiftly, or to further validate suspect claims with total and utter confidence in us, whatever option is preferred.

Insurers are more aware than ever of the requirement for due diligence when engaging with suppliers, especially when combined with the reputation-risk faced if customers are dissatisfied with their claims experience. Our customer service philosophy ensures all policyholder’s experiences are positive, regardless of the claims outcome – as evidenced by our 100% client retention rate and market leading complaint ratio of less than 0.4%.

Read on to see how you can detect more, save more and create an environment of safety for your genuine customers…..


Contact us: Basepoint Business Centre, Tewkesbury Business Park, Oakfield Close, Tewkesbury, Glos GL20 8SDTelephone: +44 (0) 845 154 6263

Claims Relationship Manager Claire Mitten: [email protected] or 01386 898465

For any press enquiries please contact Hayley Tea at Peak Marketing:[email protected] or 0208 661 2444

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Highlights:

i-Options® Suite A range of revolutionary techniques and services delivering clients unprecedented cost and lifecycle savings.

i-cog Claims ManagementBasepoint Business Centre, Tewkesbury Business Park, Oakfield Close, Tewkesbury, Glos GL20 8SD +44 (0) 845 154 6263 [email protected] www.i-cogservices.com

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Knowledge / Experience:


Business Lines:

Client Cost Saving to Date of £15M +

Reduced Lifecycles

Reduced Claims Spend

Fixed Fee Model

Flexible Service Model

Competitive SLA’s

0.4% Complaint Ratio

100% Client Retention Rate

Customer Service Excellence

Continued Investment & Development for Industry Benefit

Exposes Dishonesty @ Earliest Possible Stage

Every IFED Referral Accepted and Successful

Household Travel Commercial Phones & Gadgets

Liability Income Protection

Casualty Personal Injury

Pet

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For further details on our revolutionary i-Options® Suite and to receive case study examples of our products in action, please contact [email protected]

Expansive Insurer Experience

CII Qualified

British Psychological SocietyMembers

Complex Fraud

Criminology

Cognitive & Fraud Behaviour Experts

ACFE

Supply Chain Management

IASIU

i-Detect®i-Verify®

i-Excellence®

i-Investigate®i-Observe®

i-Options®

Suite


i-Detect® The i-Detect® System has been developed by i-Cog to rapidly detect risk triggers and fraud at both underwriting and claim levels.

The system is not prejudiced to any claim type – all policyholders and all claims can be cleansed for risk against exact criteria for each insurer.

During a recent pilot study, 301 household and travel claims from 4 Insurers were subject to i-Detect®. All of these claims were historical and had recently been settled by the Insurers directly. The system output resulted in the following:

Recommended Decline = 65 (Total saving would have totalled = £75,473)

Concerns Present = 137Proceed to Settlement = 99


• Average claim saving of £54,000 (all lines)

• Accurately identifies policy and claim risk that would otherwise have been missed

• Low-cost with fixed pricing to ensure total transparency

• Speed of return

• Depth of reporting with a before unseen thoroughness

• No footprints

• System and human interaction

• Best system sources available on the market

• Gives claims handlers the live evidence to challenge suspicious claims

• Accelerates genuine claims back to the insurer for action

• Claim does not need to be a concern before washing through i-Detect®

• System can be used at policy inception, FNOL or after claim notification

• Acts as a perfect platform for the sister i-Option® methods of revolutionary claim validation

Benefits


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For further details and case study examples of i-Detect® in action, please visit www.i-cogservices.com or call us on: +44 (0) 845 154 6263

Interested In Learning More? i-Cog would be delighted to offer interested clients a proof of concept for i-Detect® to wash an historic claims sample to demonstrate the potential savings that could have been generated.

A Snapshot

i-Detect®

Users of the i-Detect® System are currently placed in the most competitive position within the market when it comes to identifying concerns, understanding their customers and accurately identifying who they are taking on as an insurable risk.

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Without leaving a footprint, all claims, not just those of concern, can be cleansed for risk triggers against Insurer’s exact and tailored criteria. These customised ‘rules’ ensure all outcomes are bespoke to the client and aligned to their own environment, processes and risk tolerance.

Claims that are flagged after initial system inspection are passed to an intelligence researcher for assessment against the Insurer’s set policy and claims criteria. Within 48 hours your claims handlers will be presented with a detailed, yet simple, risk trigger report outlining findings, detected anomalies and evidenced recommendations.

i-Verify® i-Verify® takes our Conversation Management Model to another level altogether and has now been developed even further following 12 months of psychological research and investment. i-Verify® establishes the authenticity of a claim based on numerous cognitive, behavioural, verbal and human levels simultaneously. It is the most advanced approach to date.

All our techniques are undetectable to the customer, providing even better customer service satisfaction than ever.

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. And to the customer, it is just a simple claims call.


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For further details and case study examples of i-Verify® in action, please visitwww.i-cogservices.com or call us on: +44 (0) 845 154 6263

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

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……………or is there?

When any one of us experiences a real event, our sensory memory subconsciously retains what we saw, heard, smelt and felt – it is proven as our one reliable constant.

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, separating the liar from the truth-teller.

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 an interwoven ingredient in our claims DNA.

The Science

The Benefits

i-Verify®

• An average £14.20 saved on every £1 spent with us

• 0.4% unprecedented low complaint rate

• 38% recommended declinature

• 42% customer withdrawal rate

i-Excellence® There are times when either the claim circumstances or type demand a speedy and committed response. There are also sections in the industry that want all of their loyal customers to have only the best service. If you want your claims handled with urgent consideration, then i-Excellence® is for you.

i-Excellence® is the gold service option – combining i-Detect® and i-Verify® into one cohesive service. A CII quali-fied handler works with the customer to progress the claim far sooner than the average lifecycle normally dictates, ensuring immediate contact and an agreed claims assessment action plan.

We all have experiences to re-count of when frustrated customers wonder why there are so many touch points on their claim and why things take so long. This claim option delivers:

i-Excellence® is quite simply the priority boarding lane of

air-travel, the personal shopper of retail. Your customer will

have one point of contact who works speedily, efficiently

and compliantly with them to assess the claim and to

provide all that is required in a much shorter time frame.

Building a working relationship, the aim is to take the claim to the right result for the right reason – and if unfavourable

for the customer, to gain their commitment in

understanding why.


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For further details and case study examples of i-Excellence® in action, please visit www.i-cogservices.com or call us on: +44 (0) 845 154 6263


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Who says timing isn’t everything? As a premium service, this combined i-Detect® and i-Verify® approach delivers faster results and we commit 100% to reduced turnaround times on the service level agreement. The combined service also carries a reduced fee compared to instructing i-Detect® and i-Verify® separately.

This leading claims service can be instructed on an individual basis or across all claims.

The Benefits

i-Excellence®

• Combined cost benefits

• Further reductions to claim life cycles

• Enhanced customer experience

• Priority service delivery


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For further details and case study examples of i-Investigate® in action, please visit www.i-cogservices.com or call us on: +44 (0) 845 154 6263


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i-Investigate® i-Investigate® provides Insurers with innovative claims investigative solutions all interwoven into one service. Building a working relationship with the claimant, we successfully identify risk, gather only pertinent and focused evidence, protecting your best interests and that of your genuine customers.

In 87% of instructions we identify fraud, policy breaches and reasons for successful declinature. The remaining 13% are carefully managed withdrawals. In addition, our investigators are also trained in the i-Verify® conversation management techniques that are fully utilised during all investigative interactions, treating all customers with dignity and respect.

i-Investigate®

Investigation Portfolio• Income Protection Claims

• Personal Injury Claims

• Disability Claims

• Liability Claims

• Casualty Claims

• Household Claims

• Travel Claims

• Pet Claims

• Commercial Claims

• Specialist Photographic, TV & Media Claims

Every investigated case we have referred to the police has been successful in either charge or conviction. Due to our close law-enforcement contacts, we completely remove the burden from clients with our expert knowledge in compiling court files and exhibits.

Benefits

Our fresh and thorough approach utilises major-crime best practice to ensure our investigations are fully comprehensive and compliant. All investigations are carried out in a necessary, reasonable and proportionate manner and is fully supported by our i-Detect® findings. All i-Cog investigations are intelligence led and never the subject of unnecessary or substandard returns that can often be experienced in the industry. We pride ourselves on our stringent internal quality assurance.

As expert claims investigators, our quality is demanding, ethics upstanding and findings outstanding - we always have the integrity of the investigation as our priority, as we do the customers’ journey.

i-Observe®

i-Observe® delivers to insurers market leading and legally compliant surveillance services with a fixed fee approach that satisfies time after time. The i-Observe® team consist of only the best dedicated, hand-picked, ex-military, government and police personnel, with every case led by only the most up to date intelligence.


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• Liability Claims

• Income Protection Claims

• Personal Injury Claims

• Casualty Claims

Our Portfolio includes, but is not limited to:

The proportionate use of surveillance can dramatically reduce claims liability and protect your business. Gaining an accurate visual account of the real claim circumstances is sometimes all that stands between settlement and declinature.

Combining the latest technology and our dedicated editing suite, we maintain confidential case management at all times.

All instructions are conducted to the highest legal, ethical and regulatory standards including compliance to the Regulation of Investigatory Powers Act 2000 (RIPA). Ongoing investment and rigorous training are key to the superior delivery of all i-Observe® claims back to clients.

i-Cog’s experienced case managers oversee every instruction, quality assure continuously for compliance and ensure completion is timely and evidentially well-constructed.

i-Observe®

For further details and case study examples of i-Observe® in action, please visit www.i-cogservices.com or call us on: +44 (0) 845 154 6263

We pride ourselves on being intelligence led at all times which leads to the capture of positive footage for clients in 95% of cases. Our approach also ensures total productivity, reduces investigative timescales and secures the right result much sooner than expected.

Benefits

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i-Cog Claims ManagementBasepoint Business Centre, Tewkesbury Business Park, Oakfield Close, Tewkesbury, Glos GL20 8SD

+44 (0) 845 154 6263 [email protected] www.i-cogservices.com

i-cog options suite 2015

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