How Faster Inbound Authentication Saves an Insurance Company Millions

A slow, manual inbound caller authentication process was wasting resources and racking up poor customer satisfaction scores. With 6.5 million calls per year flowing into its call center, this insurance company needed a faster way to move callers into new claims rather than spending precious handle time verifying basic information. The company also faced pressure from call spoofing and account takeover attempts, which made the stakes even higher.

Could the company automatically match callers to records in its CRM at scale — without adding friction for legitimate customers? TransUnion® fraud experts implemented an inbound call authentication approach using TruValidate™ Account Link to verify callers and strengthen the company’s CRM database.

Account Link matches inbound phone numbers to TransUnion’s authoritative identity database covering more than 250 million US adults. When someone calls in, whether from their home phone or a cell phone not on file, Account Link finds the record and appends any missing information to the insurance company’s CRM. With this information matched to an existing customer’s account, callers can jump straight into opening new claims, often without an agent’s help.

The impact compounded quickly: faster claims, less friction and agents freed up to focus on calls that need them. Legitimate callers get through faster, more claims are initiated through IVR, and the company netted $3.8 million in first-year cost savings.

Learn more about Inbound Authentication and how it can help your organization identify and authenticate inbound callers and reduce phone fraud.