Infinity Property & Casualty Corporation, a provider of nonstandard personal automobile insurance with an emphasis on higher-risk drivers, depends on its ability to identify fraudulent claims for sustained profitability. As a result of implementing analytics tools (from IBM SPSS), Infinity P&C has doubled the accuracy of its fraud identification, contributing to a return on investment of 403 percent per a Nucleus Research study. And the benefits don’t stop there: According to Bill Dibble, senior vice president in Claims Operations at Infinity P&C, the use of predictive analytics in serving the company’s legitimate claimants is of equal or even greater importance.

Questions for Discussion
1. How did Infinity P&C improve customer service with data mining?
2. What were the challenges, the proposed solution, and the obtained results?
3. What was their implementation strategy? Why is it important to produce results as early as possible in data mining studies?