esure Cuts Call Center Fraud by 40% with Device Intelligence

Challenge:

Fraudsters were unable to beat the beat the TruValidate fraud controls on esure.com, so they launched an omnichannel attack. Between the use of stolen PII and the absence of device recognition, fraud began coming through the call center instead.

Solution:

esure changed its e-fulfillment policy to include device recognition. Instead of emailing new customers their documents, esure would send a link to a customer portal. Once again, fraudsters couldn’t get past TruValidate at the new portal’s registration and login pages.

Result:

Each time fraudsters try a new tactic, esure responds by modifying its implementation of TruValidate Device Risk for real-time feedback and impact. Next, esure is planning to implement the omnichannel solution at its electronic notification of claims.