Investigative telephone interviewing

Investigative Telephone Interviewing (ITI) is an integral part of our fraud strategy, which is based on prevention, detection and containment. This is our bespoke service for conversation management.

ITI extends to home, travel, creditor and motor claims. Following our claims screening process, using our IT based solution, SearchLink, combined with manual expertise and key investigation indicators, suspicious claims are identified.

Key benefits

• We will help to reduce your claims spend by applying our expertise to fraudulent claims
• The use of the telephone on suitable claims means that more claims can be economically investigated to provide a cost-effective defence against fraud
• We provide a customer friendly and discreet approach, enhancing the overall customer experience
• ITI not only identifies fraudulent claims, it also speedily validates genuine claims leading to reduced elapsed times. This benefits both you and your customers

Key features

• ITI is a scientifically and purposeful conversation conducted by trained operatives with a claimant, witness or suspect
• Evidence based decisions concerning claim validity
• Internationally recognised approach - SE3R, i.e. Survey, Extract, Review, Respond
• Our dedicated claims validation team includes individual case ownership
• Our fraud strategy is compliant with the Financial Services Authority guidelines

For further details of about our service, please contact Martin Swingler on
+44 7880 780262 or email martin.swingler@cl-uk.com