Transforming IDD Compliance into a fraud‑fighting asset for insurance companies
IDD Compliance
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The Ultimate Synergy: How TM Group Turns IDD Compliance for insurance companies into a Fraud-Fighting Weapon with Verint Communication Analytics AI
In the Nordic insurance landscape, regulatory compliance and loss prevention have traditionally been treated as separate silos. One is a legal necessity; the other is a financial safeguard.
But what if the data you collect for one could revolutionize the other?
At TM Group, we believe that the Insurance Distribution Directive (IDD) shouldn’t just be a box-ticking exercise. By integrating Verint’s advanced Communication Analytics AI into your telephony recording infrastructure, we help Nordic insurers transform mandatory compliance recordings into a proactive engine for detecting fraud.
1
The foundation: Seamless IDD Compliance
The IDD requires insurers to act in the best interest of the customer and maintain total transparency. This generates massive amounts of audio data – often left as “dark data” on a server, accessed only during audits.
TM Group changes the narrative:
» From Storage to Intelligence:
We don’t just store your calls; we integrate your recording platforms (like Microsoft Teams,
Cisco, Avaya, Genesys and others) with Verint’s communication analytics to make every
interaction searchable and actionable.
» Automated Assurance:
Instead of manual sampling, our solutions allow you to audit 100% of calls automatically,
ensuring every agent meets IDD disclosure requirements without increasing administrative
headcount.
2
The Verint advantage: AI that speaks "Nordic"
A common barrier for Scandinavian insurers is finding technology that truly understands local languages. Generic “speech-to-text” tools often fail with Danish soft “D”s or varying Swedish dialects.
TM Group bridges this gap with Verint:
» High-Fidelity Transcription:
We deploy Verint’s specialized language engines, tuned specifically for Danish, Swedish,
Finnish and Norwegian. This ensures that complex insurance terminology is transcribed
accurately.
» Contextual Understanding:
The AI doesn’t just transcribe words; it understands the context of the conversation,
separating casual small talk from critical policy adjustments.
3
The financial win: Automated Fraud Detection
This is where TM Group delivers the ultimate value add. Once we have established a seamless flow of high-quality data for IDD, we apply Verint’s Fraud Detection AI algorithms to protect your bottom line.
Behavioral Risk: Ability to identify markers (e.g. words, phrases and features) that are scientifically shown to serve as indicators of behavioural risk. It includes:
» Hedging
Non-committal language
» Explainers
An attempt to convince the listener
» Disfluencies
An attempt to draw cognitive space
To prevent false alarms, the communications analytics software uses a clustering algorithm to identify collisions within features that indicate risk and a unique risk score is applied to each speaker turn. “hotspots” are highlighted for review.
Fraudsters often betray themselves through subtle vocal cues. The communications analytics AI analyzes sentiment, stress levels, hesitation, and speech rates to flag high-risk claims for your Special Investigation Unit (SIU).
Case study: From "Dark Data" to ROI
A leading insurer implemented Verint’s Communication Analytics AI to modernize their compliance workflow and fraud detection levels. By integrating Verint Communication Analytics, they moved from manually auditing 1-2% of calls to automatically screening 100%. The Result: The system flagged a pattern of suspicious claims that had previously slipped through the cracks.
» The impact
A 15% increase in fraud detection and a 70% reduction in time spent on compliance audits.
Why TM Group? The "problem-free" promise
Technology is only as good as its implementation. As a trusted partner in the Nordic market, TM Group ensures your transition is seamless.
» End-to-End Integration:
We handle the complex connections between your recording telephony, voice analytics
software and CRM application.
» Local Expertise:
We ensure all solutions are strictly aligned with GDPR and your local regulatory institution
(e.g. Finanstilsynet) requirements and local language support in all 4 nordic countries
Ready to make your data work harder? Stop treating compliance as a cost center. Contact TM Group today to learn how we can integrate Verint communication analytics AI into your operations and turn your IDD obligations into your strongest defense against fraud.
Have any questions about IDD Compliance?
Fill out the form and our team of experts will be ready to answer your questions.