New Research Finds Credit Unions Can Cut Per-Claim Dispute Processing Costs by 90% and Save Over $800K in One Year

Filene Research Institute’s innovation testing program, FiLab, has released findings from independent pilots of two financial technology solutions designed to address fraud, one of the most urgent and costly challenges facing U.S. credit unions. The results, drawn from structured tests across ten credit unions, document outcomes that significantly outpaced industry benchmarks: per-claim processing costs fell by approximately 90%, write-offs dropped 72%, and one institution saved an estimated $875,000 in its first year.

The findings arrive 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. Perhaps more alarming for credit unions: 66% of members say they would consider switching institutions after a poor fraud dispute experience, making operational performance in fraud response a direct driver of member retention.

Automating Dispute Resolution: The Casap Findings
FiLab’s test of Casap, a fintech platform that automates fraud dispute intake, tracking, guided resolution, and reporting while maintaining Reg E and Reg Z compliance, involved five credit unions, including one institution that had been live on the platform for more than a year.

Staff at participating credit unions reported a 122% improvement in ease-of-use compared to prior systems, and error frequency in dispute processing dropped 63%. Overall staff satisfaction averaged 4.8 out of 5, with 93% reporting the platform made their job easier.

At Chartway Credit Union, a full live deployment produced the research’s most striking data point: provisional credit posting time dropped from 20 minutes to near instant. Per-claim costs fell roughly 90%, write-offs decreased 72%, the chargeback win rate increased 95%, and first-year savings reached an estimated $875,000. 

“Fraud is one of the most complex and costly challenges credit unions face today, and it demands solutions that deliver both efficiency and trust. 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.”
— Rob Keatts, Chartway Credit Union EVP and Chief Growth Officer

Rethinking Call Center Authentication: The IDgo Findings
FiLab also tested IDgo, which uses a device-based authentication method, replacing knowledge-based verification questions such as a mother’s maiden name or childhood street. 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. The pilot included five credit unions and a 650-member live deployment.

Among members, 82% said IDgo was faster than traditional authentication methods; 81% of call center agents agreed. Eighty-five percent of agents said they believed the tool would reduce fraud risk. Overall satisfaction averaged 4.0 out of 5.

One finding challenged assumptions about older members and adoption of new technology: members aged 65 and older gave IDgo the highest satisfaction scores of any age group, at 4.1 out of 5. The assumption that older adults would resist or struggle with mobile authentication technology did not hold up under real-world conditions, a finding with meaningful implications for credit unions whose membership skews older.

"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. 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."
— McKaye Black, Head of Incubation, Filene Research Institute

Why Innovation Testing Matters
FiLab’s pilots are conducted by partnering with credit unions using fintech solutions in real operational environments, not controlled demos. This methodology is designed to give credit union leaders research they can actually act on.

Both Casap and IDgo are currently available for broader adoption within the credit union system. 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]. To see the latest FiLab results, follow Filene on LinkedIn and Instagram.

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