Covéa household claims team to complete anti-fraud conversation training

Covéa’s household claims handling staff are to undergo a week-long course from VFM on anti-fraud detection .

VFM’s New Era course sets out to train claims handlers to manage conversations and use applied psychology to pick up on deceptive and potentially fraudulent claims without being adversarial or challenging a customer’s integrity. It claims to encourage would-be fraudsters to walk away from pursuing false claims.

The contract will also see VFM mentor Covéa’s claims handlers and manage counter fraud claims during high volume periods.

Covéa head of financial crime Steve Jackson said: “We have been investing in putting a stop to fraud at the front door and believe that VFM is the right partner to help us move closer to that aim. 

“Ongoing training of our in-house team will result in improved fraud detection skills across our business, giving claims handlers the confidence and enhanced tools to detect fraud quickly, whilst continuing to deliver the high levels of service our customers have come to expect.”

VFM director Sally Griffiths said: “Implementing robust fraud prevention techniques at desktop level, via the training of its own staff, will significantly increase Covéa Insurance’s success rate in identifying spurious claims early on in the claims lifecycle, reducing claims leakage, eliminating the need for expensive field investigations and ultimately protecting their genuine customers.”

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