Fraud screening reveals travel blues

EMB announces new venture with Direct Group to spectacular effect on travel claims investigations

EMB has worked with Direct Group to produce and launch Validate, a new claims fraud screening software package which is demonstrating the extent to which the financial climate in the UK is taking its toll on holiday plans and spending.

“Following the introduction of EMB Validate software, we are already recording average savings of £400 per claim on travel claims.  This represents an excellent indication of the further success we expect as we expand the service across our other product lines,” said John Baldock, Head of Investigation Services at Direct Group.

DGIS has begun using the EMB Validate software, which uses criteria-based content analysis (CBCA) to assess the plausibility of statements, not only on pre-selected travel claims but also on wedding, motor, creditor, and personal lines property claims. EMB Validate runs on a secure web portal and is being used to assist and support Direct Group’s specialist investigators to conduct interactive telephone interviews, providing a prompt and more cost-effective solution in combating fraud on lower value general insurance claims.

DGIS’ specialist investigators provide a range of investigation solutions from technical desk based assessments, including interactive telephone interviews, to a wide range of focussed field investigations, all of which are supported by a comprehensive range of research and analysis tools.

“In working with EMB to create Validate, we have a vital addition to the DGIS investigation tool kit which allows us to offer a unique and integrated claim solution, to our clients,” said Derek Coles, CEO of Direct Group

He added that the “EMB software uniquely produces a print out of the telephone interview with a risk assessment rating and score to support ease of decision making.  This has helped to reduce the life cycle of claims and cut the cost of investigations.”

EMB Validate works by providing a scored and consistent scripting routine for identifying potential inconsistencies in claimants’ statements such as the structure in which they recall events, superfluous or excessive details and the context in which they put the incident or incidents behind the claim. This is based on academic methods that were originally applied to test the credibility of child statements in sexual abuse cases.

Mark Jones, a financial crime consultant at EMB, said: “Validate permits genuine claimants to be identified and reimbursed more quickly. At the same time, it means that the efforts of Direct Group’s investigation team can be directed far more cost-effectively.”

On average, he said that the automated questioning structure should reduce call handling times by 30% while engagement rates for investigation teams could typically be cut by 25%.


If you would like further details about how we can work with you to achieve your financial crime objectives or for a demonstration, please contact us at  financialcrime-uk@emb.com or telephone +44 (0)1372 751060.