Cognitive Interviewing

Cognitive Interviewing from I-COG Claims Management

By: I-COG Claims Management  05/10/2010
Keywords: Investigation services, insurance fraud, Conversation Management

Cognitive Interviewing really is an art  - and here at I-COG we know our business inside out. You are therefore in very experienced hands.

Cognitive Interviewing is different in its application to Conversation Management.

A more linear process, Cognitive Interviewing is a procedure designed for use in a structured interview format, whether it is face to face or over the phone. It is normally more appropriate for witnesses and victims in recalling specific facts, but shares the same ethics as Conversation Management.

The goal of Cognitive Interviewing is to assist the interviewee in mentally putting themselves at the ‘scene’ to help probe and gather more information about the reported incident. It is a process that is so well designed that if followed correctly can ‘trigger memories’ that would normally be left untouched.

However, it also has great power in its ability to highlight areas of concern that require further probing. These areas will clearly show major discrepancies. It is these discrepancies that save our clients millions each year.

Being well versed in the psychology of fraudulent behaviour, we are able to identify with ease signs of dishonesty when utilising this process and as such can provide ethical escape routes to maintain the integrity of the investigation.

I-COG are renowned experts in the field of Cognitive Interviewing and have designed their manual of best practice which provides users not only with the mechanics of its application, but also how to further advance in this complex area.

Its application has been used in commercial areas such as employee screening, claims validation, education, healthcare, situational interviewing and employee screening.

We provide both outsourced services for clients and have designed ‘off the shelf’ courses as well as having the resource ability to design a completely bespoke approach.

Keywords: Claims Validation, Conversation Management, insurance fraud, Investigation services

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