These frauds are increasingly difficult to detect before or after the event. Successful fraud with synthetic identity attempts can also go undetected, further impacting ROI. It leaves personal line carriers in a dilemma. Providing low-friction customer experiences while filtering out fraud and criminal elements is critical for success.
Digital claims channels are changing the insurance industry forever. The need to offer digital claims channels for customer convenience and the bottom-line benefits of modern self-service options cannot be ignored. Balancing customer experience with identity fraud mitigation is a key goal. Companies that don’t offer these features will lose market share to competitors with cutting-edge customer service.
More than half of personal line claims are now submitted via online or mobile channels. More than a quarter of those claims are now paid out by alternative methods such as digital payment, mobile wallet or prepaid virtual cards. In two years, most insurance companies will be offering digital self-service options.
As digital claims use increases, identity fraud is going to rise with it. The LexisNexis Risk Solutions research outlines how companies that aren’t following best practices have a fraud cost that’s 25% higher than companies using a multi-layered approach. Digital claim fraud presents risks to brand reputation, operational costs and the bottom line. Effective responses are possible with a better understanding of critical factors. Read Detecting the Undetectable to gain the latest insights.