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Hornbill Systems, a leading provider of IT support and service management solutions, has supplied an application based on its Supportworks ESP (Enterprise Support Platform) to automate the insurance claims management processes for VFM Services, a specialist third party claims management company for the insurance industry.

VFM Services specialises in providing fraud management solutions to leading insurers using forensic psychology and conversation management to assess the level of risk within their claims. The company has been able to successfully grow its claims handling business from half a dozen agents to over 50 in a six month period due to the ability of the new Hornbill system to record claim details and subsequent claims processes for each of VFM’s clients. The system uses a traffic light system of coding to indicate the core condition of claims, enabling agents, supervisors and managers to see at a glance how claims are progressing, assess workloads and check priorities. The new system ensures that VFM is consistently providing a fast, effective and streamlined service to all of its clients.

A set of 67 rules and processes has been devised within Supportworks, which enables VFM to define in great detail the way in which claims are managed for each individual client. New processes are mapped out in a flowchart and then translated into rules that guide agents through the various decision points to reach the correct conclusion. This level of structure within the system means that once claims handlers have logged a call they are then guided through the process, avoiding confusion between different rules for different clients, and ensuring that the person making the claim is dealt with as efficiently as possible.

VFM evaluated several options including software packages, workflow solutions and bespoke developments. Hornbill was selected for its ability to create a customised version of its existing system, Supportworks, which would meet VFM’s specific requirements including a comprehensive and integrated Service Level Agreement (SLA) section and the ability to assign claims between teams easily. The system will also be used by remote workers, so web access was vital.

Kevin Reid, Technical Director at VFM Services commented, “We were looking for a partner to help us build a bespoke system and when we met with Hornbill, we saw that they would be able to provide a customised solution based on an existing system, which would work out more cost effective in terms of initial development and implementation as well as ongoing support.”

Gerry Sweeney, Managing Director at Hornbill Systems commented, “Supportworks ESP is a flexible application platform and development environment that enables us to deliver customised service and support solutions in a very short timeframe. We are delighted to have had the opportunity to work with VFM on this project to show just how flexible Supportworks can be for delivering solutions far beyond a standard service desk. Claims management for the insurance industry is a much specialised requirement that has been conventionally addressed by adopting a bespoke development strategy. Supportworks’ workflow capabilities are far beyond those of a typical helpdesk or service management solution which enabled us to build a tailored business solution for VFM, both quickly and cost effectively.”

VFM is now planning to roll out this new system to its clients to enable them to check the progress of their claims online.


About VFM Services Ltd
VFM Services commenced operations in August 2000 and is responsible for designing and introducing what is termed “conversation management” to the commercial world. VFM’s intelligent security solutions are based on a mix of forensic psychology and conversation management, with one key strand throughout – true customer focus. Its highly-skilled consultants and trainers have considerable investigation experience in both commercial and law-enforcement environments, with proven success in fraud prevention. The company’s core business from inception was training and consultancy, while more recently it has expanded into out-source claims handling. VFM Services is now, within the UK, universally accepted as the company for volume fraud consultancy and training with brand awareness also well established in Europe. For more information about VFM Services please visit:

About Hornbill Systems
Hornbill Systems delivers market leading Service Management solutions that enable organizations to automate business processes and provide first class customer service. Drawing on a decade of experience, Hornbill has packaged a number of applications designed for rapid deployment within any employee or customer service support environment. Solutions are available for IT Service Management, Facilities, HR/Payroll, as well as a broad range of Business, Consumer and Citizen Response service desks. Hornbill’s foundation product, Supportworks ESP can address the individual requirements of multiple business units, significantly reducing costs by providing a consolidated Service Management solution. For more information about Hornbill’s solutions please visit

For Company and editorial information contact:

Laura Bunting
Hornbill Systems
Tel: 0208 582 8224

Andreina West
PR Artistry
Tel: 01491 636191
Fax: 01491 579798

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