Technology + People Solving claims challenges through innovation and expertise. For nearly a century, Crawford has led the industry through a relentless investment in people and the innovative tools that empower them. This unique combination enables us to provide unrivaled claims management solutions to insurance carriers, insurance brokers and corporations worldwide. QUALITY THAT SETS THE INDUSTRY BENCHMARK EXPERTISE THAT IS DEEP AND EMINENT DIGITAL THAT SIMPLIFIES Learn more at www.crawco.com Scan to download our brochure
EDITORIAL BOARD Transformational Detection Systems in the Fight Against Fraud Any method of fraud detection needs to strike the right balance between identifying fraud, and delivering a streamlined, friction-free quote or claim journey for the wider majority of customers. Fortunately, the right data and technology now exists to flag the signs of fraud without impacting the experience of the honest customer. In fact, the best fraud detection solutions actually improve that journey, as they allow fraud teams to prioritise investigations with those customers who are flagged as posing a risk. For example, LexisNexis® Emailage® Rapid uses the customer’s email address (and other personal information provided during the application) to score their insurance application for the risk of fraud. Ghost brokers will often supply their own email address for documentation from an insurance provider. Therefore, it makes sense to check the email address, and its digital footprint, as early in the application process as possible. Quote manipulation is another big problem in motor insurance. In a recent UK study 1 , 48% of motor insurance buyers thought it was completely (or somewhat) acceptable to deliberately misstate information to obtain a lower quote. Responding to this issue, LexisNexis® Quote Intelligence uses shopping behaviour data to help flag whether information being used for a quote has been manipulated to obtain a cheaper price, or for policy ‘fronting’. Using solutions such as LexisNexis® Vehicle Insights, detail on the vehicle itself - such as mileage, MOT, and any modifications - can also be verified for protection against deliberate misstatements. In addition, undisclosed claims can be uncovered with LexisNexis® Precision Claims, a cutting-edge market-wide contributory claims database that offers a cross-market view of home and motor claims history for the first time, for both the person and the asset. The more that can be done to stop fraud at the front door, the better. That’s why many of our solutions have been developed for use primarily at the point of application and quote. Clearly however, there is a big opportunity to bring data enrichment into each and every customer touchpoint to help fight fraud, not least at first notification of loss (FNOL). LexisNexis Precision Claims and LexisNexis Vehicle Insights are prime examples of data enrichment solutions that can work with great effect at all stages of the customer journey. Finally, insurance providers who have attained the ‘single customer view’ will always be at an advantage in the battle against fraud. It’s why we have been working hard to help insurance providers fully leverage their own customer databases using our unique identifier, LexID®, and proprietary linking technology to resolve, manage and match information to create one consolidated view of the customer. Martyn Mathews, VP, personal and commercial lines, UK and Ireland, LexisNexis Risk Solutions, <strong>Insurance</strong> 1 https://risk.lexisnexis.co.uk/about-us/press-room/press-release/20220511-quoteintelligence Opportunities for Growth at National Windscreens Recognising the talent and ambition of our team members is crucial for providing the opportunity for growth. We have a wellestablished pipeline for our employees to progress within the business, and we are proud of the fact that all 14 of our Regional Operations Managers were promoted from within - with the vast majority starting out as National Windscreens technicians. This growth is made possible by ensuring that intensive training is provided to new starters, alongside mentoring from experienced team members. Learning and development training cultivates interpersonal skills, which supplements the technical training. This generates confidence, creativity, and autonomy through transferable skills that enhance the chances of success in both business and personal lives. We are absolutely committed to promoting equal opportunities in employment. This is built upon a workplace culture in which diversity and inclusion is valued, and where everyone is treated with dignity and respect. Our progress around implementing ESG strategies throughout our operations has also moved from strength to strength this year, despite the challenges of global instability. I am delighted to report that in 2023, National Windscreens achieved carbon neutrality according to ISO 14021:2017. Whilst the supply chain has seen some disruption in recent years, continued investment in storage and distribution infrastructure - combined with increased stockholding - has afforded us the platform to maintain a highly effective service for our customers and policyholders. Our inaugural sustainability report is a crucial part of our ambitious plans. The report documents our progress and allows the business to benchmark performance, enabling us to create a roadmap for emissions reduction. This means utilising the insights and data gathered, making improvements and being accountable according to the Science Based Targets initiative (SBTi). This data allows us to judge the environmental impact of the business across Scopes 1, 2 and 3, including the entire journey of the glass. Assessing the impact of Scope 3 is very rare in the industry, and is inclusive of emissions from glass manufacturing and movement, employee commuting, and policyholder travel to the fitting centre network. This transparency will allow National Windscreens to track progress and develop reduction initiatives across procurement, transportation and energy. As a business, we understand that sustainability is an ongoing journey based on accountability, measurement, and continuous improvement of our practices, and we are extremely excited to see the results. Simon Hunt, Commercial & Services Director, National Windscreens MODERN INSURANCE | 19
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