Here’s a number worth pausing on, 66% of members say they would consider switching institutions after a poor fraud dispute experience. Not after a data breach, after a dispute. That means the way your credit union handles fraud, the speed, the communication, the resolution is directly tied to member retention. The problem is fraud isn’t slowing down. In 2024, U.S. consumers lost $12.5 billion to fraud, up 25% from the prior year.
FiLab, Filene Research Institute’s innovation testing program, identifies high-potential fintech solutions, partners with credit unions to run structured pilots, and delivers real evidence about what works, what doesn’t and what is worth scaling. Last year, FiLab completed rigorous tests of two fintech solutions built specifically to address fraud disputes and call center authentication. Here’s what they found.
Casap: Enhancing Fraud Dispute Resolution Through Automation
Credit unions handle fraud disputes manually more often than you might expect. Cases are tracked across spreadsheets, emails, and disconnected systems. Staff have to remember where they left off. Deadlines get missed. Members wait longer than they should for a resolution that should feel simple.
Casap replaces that process with a single, automated platform that handles intake, tracking, guided resolution paths, and real-time reporting, all while maintaining full Reg E and Reg Z compliance.
When FiLab tested Casap with five credit unions, including one institution that had been live on the platform for more than a year, the results were clear. Credit union staff reported a 122% improvement in ease-of-use compared to their previous system. Reported error frequency dropped by 63% in processing disputes. Overall satisfaction averaged 4.8 out of 5, with 93% of staff saying the platform made their job easier.
At Chartway Credit Union, the numbers from a full live deployment were even more striking. Provisional credit posting dropped from 20 minutes to nearly instant. Per-claim processing costs fell by approximately 90%. Write-offs decreased by 72%, and the chargeback win rate increased by 95%. With an estimated savings in the first year of $875,000.
IDgo: Improving Call Center Authentication and Building Trust
Most credit union call centers still rely on knowledge-based questions to verify member identity. What is your mother's maiden name? What street did you grow up on? These questions are not just slow; they are increasingly vulnerable. Social engineering, data breaches, and public information make it easier than ever for bad actors to answer them correctly.
IDgo replaces those questions with device-based authentication. The member receives a secure link from the agent, taps to verify using their phone’s built-in authentication, and both the member and agent receive confirmation in real time. The process is fast, typically completed in seconds, and avoids the need for members to verbally share sensitive personal information.
FiLab tested IDgo with five credit unions, including a 650-member live pilot at one institution. The member and agent experience aligned closely: 82% of members said IDgo was faster than traditional methods, and 81% of call center agents agreed, both sides of the call reached essentially the same conclusion. Agents also perceived real security value, with 85% saying the tool would reduce fraud risk. Overall satisfaction averaged 4.0 out of 5.
One finding that surprised even the research team: members aged 65 and older gave IDgo the highest satisfaction ratings of any age group, at 4.1 out of 5. The assumption that older adults would struggle with or resist a mobile authentication tool simply did not hold up in practice.
Both solutions are live, independently validated, and available for broader adoption. If fraud dispute management or call center authentication is on your 2026 agenda, this research gives you a proven starting point and a credible case to bring to your board.
Download the full 2025 FiLab results for Casap and IDgo for the complete data, methodology, and implementation guidance. Interested in running your own innovation pilot? Contact McKaye Black, Filene’s Head of Incubation, at [email protected].
