Our Travel Claims Investigation Service is aimed at claims where clear concerns or indicators exist and clients want a cost effective but thorough claim investigation.
Our objective is to provide a service to validate claims whereby those customers with genuine claims feel supported with a positive customer journey; whilst at the same time identifying potential ‘High Risk’ claims including fraud and indemnity risks posed by a claim.
Commencing with a robust desktop investigation offering, which is supported with extensive open source research activity, we are able to move quickly to a field based face to face interview where appropriate. Our field capability extends from the UK to 95% of locations across the globe.
Utilising detailed background research, we conduct a detailed telephone based interview with the insured, leading to the completion of a statement where appropriate. All key facts are validated including extensive contact activity with official parties, including the police, hotels, medical organisations, airlines, etc.
All of our Case Managers are trained in Cognitive Interview and/or desktop investigation techniques, with all calls recorded.
Our focus is to gather sufficient evidence on high risk claims, to enable challenges to be raised where appropriate or validated claims to be settled with confidence. Where necessary, a more traditional face to face interview can be used safe in the knowledge that additional investigation costs are justified.
Our approach enables consistent, auditable and accurate risk assessment with a key focus on all of your customers being treated fairly.