Cover-More provides medical and risk management assistance to people travelling for business and pleasure. It is part of the Zurich Insurance Group and has offices in 15 countries.
The insurance firm uses the Dubber platform to record all non-contact centre calls across the business. It stated that the claims team uses it the most.
Peter Valdes, who leads Cover-More’s global telephony and unified communications team, said that Cover-More had previously used on-premises-based call recording, but when the business moved to Cisco Webex it wanted to give the claims team its own call recording system.
Valdes said, “The Claims Team records all calls,” Peter says. “This protects the customer as well as ourselves. That way any information we get over the phone can be relied upon if there is a dispute or if incorrect information is provided.
“The team leaders use call recording to listen to any call that a staff member flags as concerning or suspicious. If we deny a claim because of inconsistent statements, we may need to rely on the recording as evidence of this if the customer disputes our decision. We also provide transcripts for any call when it is requested.”
Earlier in the month, Dubber named Sarah Diamond as a non-executive director of the company.
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