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Postbox - Honest claimants have little to fear over cognitive interviews.
(From Post Magazine)
Detica's Richard Love is misguided if he feels that honest claimants are dropping their claims because of the use of cognitive interviewing ('Insurers should be wary of cognitive reliance', PM, 24 June 2004, p4).
The truth is that the vast majority of claimants being interviewed in this way have no idea that they are speaking to a trained specialist in the technique. In fact, honest claimants come away from the experience with a feeling of having been listened to by someone in a call centre, they assume, who is genuinely interested in them and their claim, and who understands the emotions they are experiencing.
It is ...
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