The New ERA outsource service can be applied as a variation on a theme, whatever the risk or industry sector. Please select a sector from below to view:
PERSONAL LINES INSURERS
MOTOR ACCIDENT INSURERS
ISSUERS OF CREDIT/DEBIT CARDS
MORTGAGE & EMPLOYMENT PROTECTION INSURERS
LIFE AND HEALTH INSURERS
GOVERNMENT AGENCIES
SELF INSURED BUSINESSES
VFM will take receipt of claims selected by the client using the agreed referral criteria and then conduct a New ERA screening interview with the policyholder following which,if the claim is considered to be high risk, all appropriate enquiries will be completed and the claim will be managed to conclusion. Low risk claims will be fast tracked for settlement.
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During, or shortly after the initial call form the policyholder, subject to certain fraud triggers and risk criteria being met, VFM will obtain a detailed 'conversation managed' account from the policyholder to accurately establish the detail and assess the insurer's liability in any genuine accident claim while identifying risk in others.
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ISSUERS OF CREDIT/DEBIT CARDS
VFM will design and deliver a programme whereby the issuer can confidently manage the risk within their card business to ensure that all genuine customers have their disputed transaction fast tracked to resolution and those customers with fraudulent intent are quickly identified and effectively managed.
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MORTGAGE & EMPLOYMENT PROTECTION INSURERS
Using elements of the New ERA screening technique, VFM’s ‘How Are You?’ programme consists of a series of customer focused conversations with the insurer’s customer in order to assess and manage any risk in the claim and encourage the claimant back to health or to full employment at the earliest possible opportunity.
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VFM can assist telephone underwriters to make a ‘true’ evaluation of risk at application stage maintaining total control of the conversation throughout the interview without ever lessening the degree of customer care being delivered to the applicant.
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The deployment of VFM’s New ERA screening technique on benefit claims will quickly professionalise any claims handling process to bring early and substantial financial savings in government losses to fraud.
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Outsourcing claims to VFM will significantly increase the rate of withdrawals of ‘inappropriate’ claims, minimise the life cycle of a claim, reduce the reserve required to be set aside by the business and cut legal fees as fewer claims warrant referral to lawyers.
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