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Connected Customer Experience

See the forest and the trees – using analytics to detect warranty fraud

Author Matti Kurvinen on Nov-16-2017

Is warranty fraud an issue for us or not?

In our earlier blogs (The Dark Side of Warranty Management, What is needed to control warranty costs and prevent fraud?) we have referred to multiple client cases and several research studies, estimating fraudulent warranty claims to occupy up to 15 percent of the average company's warranty costs. However, averages are averages. Do you know the real situation in your company? In many cases we hear, that “warranty fraud is a major issue, but not for our company” or with slightly more awareness “we have a feeling there may be something wrong, but we don’t know the scale of the problem”. In any company with a large number (tens, hundreds or even thousands) of customers or service agents, a certain proportion of them will try fraud and some of them will do it in an excessive manner. Analytics, if done right, can be very impactful in getting the picture of the situation, either by uncovering anomalies, suspicious behavior and direct malpractice or giving confidence, that the situation is under control.

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The Dark Side of Warranty Management

Author Matti Kurvinen on Nov-2-2017

Significant extra burden often goes unnoticed

Warranty fraud is a major cost-control issue for most companies, but the sensitive nature of the topic leaves most reluctant to share their experiences and divulge their strategies. The stories from the field go beyond imagination:

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