How Clearspeed and 1st Central Transform Claims Processing

Clearspeed, a voice analytics technology provider that assesses risk in speech, has partnered with UK motor insurance broker 1st Central to transform claims processing workflows through voice-based risk assessment technology.

The collaboration represents a strategic approach to balancing fraud prevention with customer experience, using vocal analysis to accelerate legitimate claim settlements while identifying potentially fraudulent cases.

1st Central, which serves over 1.4 million customers and ranks among the top five sellers of new motor insurance policies in the UK, has implemented Clearspeed's technology across segments of its motor claims processes.

Technology integration

The technology works by inviting customers to respond to automated yes/no questions via telephone. 

Clearspeed's proprietary system then analyses these responses to identify potential risk factors, allowing claims to be triaged at scale.

Claims identified as low-risk can be expedited, while resources are directed toward cases flagged as high-risk. 

This contrasts with traditional risk assessment methods that rely on documentation validation and manual processing.

Paul Priestley, Counter Fraud Director at 1st Central, says: “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 re-invent how we work for efficiency and tackle this massive fraud challenge–but without disrupting the customer experience.”

The implementation aligns with 1st Central's customer-focused approach to claims handling, which prioritises rapid resolution for genuine claims.

Results and expansion plans

According to Clearspeed, which works with nine of the top ten UK insurers, the technology enables insurance providers to reduce average claims handling time by 50% and increase immediate settlements by 40%.

“It has already yielded impressive results improving the customer journey and settlement times to ensure we protect customers,” Paul notes.

The solution differs from conventional risk assessment methods in several ways. 

It provides real-time insights to enable quicker settlements, operates independently of historical data or predictive models that may contain biases, and removes additional verification steps for genuine customers.

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

“It reflects a shifting paradigm in insurance fraud prevention, moving away from universal delays toward a more targeted approach. 

“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, which acts as intermediary and policy administrator between insurers and customers, plans to extend its use of Clearspeed's technology to household insurance claims, policy applications and renewals, and liability decision-making.

The insurance broker is part of 1st Central Group, which delivers insurance, underwriting and distribution services using technology and data to reduce risk and tackle fraud. 

Paul from 1st Central concludes: “We're 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.”

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