“We need to offer customers a choice.” - How Cogent Hire’s triage partners reduce friction and costs

One word that we come back to time and time again when we talk about Cogent Hire’s approach to credit hire is friction.

That’s because we know our way around the credit hire industry. And we know that insurers, policyholders and drivers alike aren’t looked after when there’s too much friction in the process. The delays, hold-ups, and issues that need to be bounced back and forth between different parties all add a little more friction. And that leads to higher costs, lengthier resolutions and fraying relationships.

It’s safe to say that we don’t like friction. So the partners that form our supply chain all need to share our commitment to reducing it. To creating smoother, seamless experiences right from the very first call.

That means starting off in the right way. That means getting the triage right. And for Cogent Hire, that means choosing partners like Cobalt and tools like Automated Insurance Solutions’ BAIL.

“Imagine handling the whole triage process for a claim in a single call” - why Cogent Hire chose to partner with Cobalt and BAIL

 

“If it takes multiple calls, multiple points of contact to just triage a claim, then your relationship with an insurer or a client is already getting off to a bad start.”

 

Cogent Hire MD Kirsty McKno takes frictionless triage seriously. Our leadership team has years of experience in the credit hire industry, and we know that smooth, simple triage sets the stage for a smooth, simple claims and credit hire process.

 

“When we looked for partners, we imagined being able to handle the whole triage process for a claim in a single call. That was our aim. And it’s one that was shared by our handl Group colleagues at Cobalt.”

 

As members of the handl Group, Cogent Hire is part of a family of brands who share similar values and outlooks. So when we learned that our colleagues at Cobalt were working on a way to change how the industry thinks about motor claims management, they were a clear and obvious partner.

What interested us was a unique First Notification of Loss (FNOL) service that uses revolutionary AI systems to ensure that all the information needed to triage a claim and work out what happens next comes from a single call:

 

“We strive to achieve first call resolution in all we do. This means making right decisions from the outset. Cobalt’s accurate liability assessment ensures we correctly allocate claims onto the right track during the first call.”

 

The thinking behind Cobalt is simple. Use smart technology to make more intelligent decisions to reduce claims time and costs. To work more efficiently, reduce the overall liability for the insurer, and make sure customers are back on the road more quickly.

It’s thinking we appreciate - because it’s thinking we share. People, plus technology, to remove friction.

Remove friction, and improve customer service. Because better technology lets us spend more time listening to our customers. Finding out about their issues, and making sure that the service we provide is always the service they need.

That’s the Cogent Hire way.

When in doubt, use the tools insurers use

Cobalt’s FNOL systems reduced one part of friction from our triage process, but we still faced another. When insurers and credit hire companies use different tools, it becomes more difficult to work together. It adds more complexity, and more potential points of conflict.

So we found a second partner to work with. Automated Insurance Solutions, and BAIL - their AI-powered automated liability assessment tool.

Some insurer-friendly companies like AIS have always steered clear from working with CHCs. The reputation for friction and adversarial relationships between insurers and credit hire companies can often make it challenging to work with both sides.

But Cogent doesn’t have an adversarial relationship with insurers. We work collaboratively. And that means that AIS were delighted to partner with us, and reduce friction by ensuring that we could use their liability software - simplifying our triage tools and making the insurers we work with more comfortable with our liability assessments:

 

“AIS are delighted that Cogent Hire have selected BAIL as a key part of their technology infrastructure and we are excited to provide a service that will assist Cogent Hire in meeting their objectives of both efficient and transparent claims handling. We strongly believe that offering customers a choice between traditional and digital contact methods will not only provide for an enhanced experience for them but also help to reduce friction and unnecessary costs usually associated with such claims.”

 

Ben Taylor – CEO, Automated Insurance Solutions

 

Collaborating with our handl Group family to provide effective FNOL and first call resolutions, and collaborating with an AI-powered liability assessment tool that insurers know and trust.

By choosing the right partners, we’ve removed as much friction as possible from our process.

It just goes to show that a collaborative approach leads to better outcomes for everyone.