1st Central adopts Clearspeed voice-based technology

1st Central, a UK-based insurer, has integrated Clearspeed's voice-based risk assessment technology into its motor claims processes.

This is aimed at expediting the settlement of legitimate claims and enhancing fraud detection capabilities.

The technology works by inviting customers, through various channels such as online platforms, text messages, emails or call centre transfers, to answer a set of automated 'yes' or 'no' questions over the phone.

Clearspeed's proprietary voice technology then analyses the responses, scoring them to identify vocal characteristics that may indicate risk.

For cases deemed low risk, the technology allows 1st Central to speed up the claims process, thereby allocating resources to high-risk cases.

This triage system supports 1st Central's customer-centric approach, focusing on swift resolution for “genuine” claims, the release said.

The release also highlighted that the technology does not rely on historical data or predictive models.

1st Central counter fraud director Paul Priestley said: “At 1st Central we have a proactive approach to fraud prevention and the use of this technology reinforces our stances in protecting honest customers.

“We must constantly innovate and reinvent how we work for efficiency and tackle this massive fraud challenge – but without disrupting the customer experience. Clearspeed is delivering really positive outcomes for our customers. We are seeing great benefits internally because we want to efficiently screen as many claims as possible without impacting on genuine customers, and this is an excellent tool to achieve that balance.”

Clearspeed CEO Alex Martin stated: “This partnership with 1st Central demonstrates how our technology can simultaneously improve customer experience and strengthen fraud prevention.

“Clearspeed creates a more efficient process that allows our partner insurers a real opportunity to build trust, better serve their customers, and drive long-term retention and success.”

1st Central intends to broaden the use of Clearspeed's voice risk assessment to other areas including household insurance claims, policy applications, renewals and liability decision-making.

In October 2024, RSA Insurance integrated Clearspeed’s voice analytics solution to improve fraud detection capabilities.

"1st Central adopts Clearspeed voice-based technology " was originally created and published by Life Insurance International, a GlobalData owned brand.

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