MADISON, Wis.—Filene Research Institute has released the findings from independent pilots of two financial technology solutions aimed at addressing fraud, with the results—drawn from structured tests across 10 credit unions—showing outcomes that significantly outpaced industry benchmarks.
According to Filene:
- Per-claim processing costs fell by approximately 90%
- Write-offs dropped 72%
- One institution saved an estimated $875,000 in its first year
Filene said the findings come as fraud pressure on credit unions reaches record levels. In 2024, U.S. consumers lost $12.5 billion to fraud, a 25% increase from the prior year. The organization added that 66% of members say they would consider switching institutions after a poor fraud dispute experience, making fraud response performance a key driver of member retention.
Automating Dispute Resolution: Casap Findings
Filene Research Institute said FiLab tested Casap, a fintech platform that automates fraud dispute intake, tracking, guided resolution and reporting while maintaining Reg E and Reg Z compliance. The pilot involved five credit unions, including one institution that had been live on the platform for more than a year.
According to Filene, the results of that test revealed:
- Staff reported a 122% improvement in ease of use compared to prior systems
- Error frequency in dispute processing dropped 63%
- Overall staff satisfaction averaged 4.8 out of 5
- 93% of staff said the platform made their job easier
At Chartway Credit Union, a full live deployment produced the most notable results, Filene Research Institute said, including:
- Provisional credit posting time dropped from 20 minutes to near instant
- Per-claim costs fell roughly 90%
- Write-offs decreased 72%
- Chargeback win rate increased 95%
- First-year savings reached an estimated $875,000
‘Complex & Costly’
“Fraud is one of the most complex and costly challenges credit unions face today, and it demands solutions that deliver both efficiency and trust,” Rob Keatts, EVP and chief growth officer at Chartway Credit Union, said in a statement. “Our success with Casap shows how powerful modern dispute automation can be, and FiLab’s independent research is critical in validating those results beyond a single institution. Evidence-based research like this gives credit unions confidence to modernize faster, reduce risk, and provide the timely, transparent experiences members expect.”
Rethinking Call Center Authentication: IDgo Findings
Filene said FiLab also tested IDgo, a device-based authentication solution that replaces knowledge-based verification questions such as a mother’s maiden name or childhood street. The process sends a secure link to a member, who verifies identity using a mobile device, with confirmation delivered to both member and agent in real time.
The pilot included five credit unions and a 650-member live deployment.
According to Filene Research Institute:
- 82% of members said IDgo was faster than traditional authentication methods
- 81% of call center agents agreed
- 85% of agents said the tool would reduce fraud risk
- Overall satisfaction averaged 4.0 out of 5
A Challenge to Assumptions
Filene said one finding challenged assumptions about older members and technology adoption. Members age 65 and older gave IDgo the highest satisfaction scores of any age group, at 4.1 out of 5.
“The IDgo data delivered one of the standout signals from this entire research cycle: members 65 and older rated the experience higher than any other age group,” McKaye Black, head of incubation at Filene Research Institute, said in a statement. “The takeaway is that when it comes to improving digital experiences, it isn’t about age, it’s about design. When authentication is genuinely easier and faster, every member benefits.”
Why Innovation Testing Matters
Filene said FiLab pilots are conducted in real operational environments with credit unions using fintech solutions, rather than controlled demonstrations. The methodology is designed to provide actionable, evidence-based research for credit union leaders.
Both Casap and IDgo are currently available for broader adoption within the credit union system, according to Filene.
For information on the Casap test, go here.
For information on the IDgo test, go here.
