Creditor

We have been involved in creditor investigation for over ten years. We have worked for major insurers and financial institutions consistently over this period.

Tthe characteristics of good investigation, such as prompt action, attention to detail and establishing rapport with the claimant, exactly mirrors the elements of good customer care. It is upon this basis that we have built our creditor investigations.

We have established a broad range of services for creditor, using conversation management on the telephone, unannounced site visits and varying degrees of surveillance. We provide a proportionate response with high levels of customer care especially for those who may be vulnerable claimants. We always remain objective so that genuine claims can be paid quickly. We cover leakage issues such as the validity of the claim, and underwriting and technical issues.

During 2007, we saved our clients over £2.5m with a pound saving of £7.91 and a complaints ratio of less than 1%.

Key benefits

• We have an empathetic approach to all claimants
• We offer a flexible and comprehensive approach to investigation
• We deliver a cost-effective defence against fraud
• We provide reliable validation of genuine claims
• Our performance is measured
• We provide a prompt turn around time on claims

Key features

• Our cognitive telephone interviewing is conducted by trained conversation managers to identify any areas that need closer inspection
• We embrace the Treating Customers Fairly principles of the Financial Services Authority and conduct discrete enquiries to resolve your claims
• We provide a seamless fit with our field investigations teams who follow-up visits where appropriate
• Our in-house surveillance team supports and uses our thorough investigation process
• Our reliable, accurate management information is supplied to you to enable effective measurement
• We combine protection from fraud with prompt validation of genuine claims, protecting the genuine customers and your brand

For further information about our creditor services, please contact Christian Aplin on +44 7880 780740 or email christian.aplin@cl-uk.com