Absa has expanded its use of FICO technology for fraud prevention, fraud investigations and debt-collection communications, improving fraud handling and collections results.

The South African lender now uses WhatsApp to contact customers when it detects suspected fraudulent card or digital transactions, allowing them to confirm activity quickly. If a customer does not have a smartphone, the system can fall back to a recorded voice note or SMS.

The approach increased self-solve cases by 47% for digital and card fraud and improved fraud-investigation customer communication by 121%.

Containment rates also rose after the WhatsApp rollout, with card fraud containment up 29% and digital fraud containment up 33%. Absa defined containment as resolving fraud at the initial point of contact.

Alongside its fraud work, the group has applied the same communications system to collections. It uses voice and WhatsApp channels to reach customers in financial distress, while segmenting them by risk profile to determine different treatment paths.

According to figures released by Absa, promises to pay more than doubled after WhatsApp was added to its collections strategy. Amounts collected also rose between 2024 and 2025, with year-on-year growth more than doubling.

Fraud response

The fraud process is tied into Absa’s existing fraud-detection systems. When suspicious activity is identified, the communications platform sends an interactive WhatsApp message within milliseconds so customers can indicate whether a transaction is genuine or fraudulent.

If a customer confirms fraud, a fraud representative is automatically brought into the conversation. The aim is to shorten response times while reducing the need for staff involvement in straightforward verification cases.

“Absa serves 13 million customers across Africa, and therefore recognized the critical need for constant adaptation and innovation in fraud prevention strategies. Absa operates within a dynamic banking environment shaped by rising fraud risks, customer vulnerabilities, and mounting regulatory pressures. To protect our customers and support them when they need us most, we needed smarter, faster ways to communicate,” said Ally Mafunzwaini, Executive of Absa Fraud Solutions at Absa.

Absa described itself as the first among South Africa’s five biggest banks, and the only pan-African bank, to use WhatsApp both for fraud prevention and for communication throughout the fraud case journey.

Collections focus

The collections work comes as South African consumers face pressure from inflation and higher interest rates. Banks across the market have been looking for lower-cost ways to maintain contact with borrowers while directing more intensive support to customers struggling most with repayments.

At Absa, this has meant using digital prompts for some customers and more hands-on restructuring support for others. More granular segmentation has helped it tailor communication methods and collection strategies more closely to customer circumstances.

“Together, these initiatives powered by FICO have transformed how Absa engages with customers during moments of financial stress and fraud risk,” said Moremi Mabe, Head of Collections, Absa Home Loans. “Customers now experience timely, personalized, and empathetic communication.”

FICO said the work at Absa received a 2026 FICO Decision Award, judged by an independent panel. The award recognised the bank’s results in fraud management and debt collection.

Nikhil Behl, President of Software at FICO, pointed to the broader use of digital communications tools in banking customer contact. “Absa’s fantastic results demonstrate the power of deploying intelligent omni-channel communications technology across the credit lifecycle,” he said. “Their commitment to innovation and customer protection exemplifies the kind of forward-thinking leadership we celebrate with the FICO Decision Awards.”

One of the judges also highlighted the reported impact on customer communication. “The judges were impressed by Absa’s strong results improving customer communications across the business,” said Lisa Morgan, technology journalist and contributor at InformationWeek. “Absa has clearly improved customer trust using FICO’s technology.”

Carea has launched a Healing After Loss mode in its pregnancy and postnatal wellbeing app for women who have experienced miscarriage or pregnancy loss.

The new in-app section offers expert guidance, mental health resources, evidence-based information and access to a community of women with shared experiences. It is available free in the app. Existing users who report a loss can use it, while new users can access it without sharing sensitive personal details.

The launch is intended to address a gap in support around miscarriage and pregnancy loss in both healthcare and digital services. Many women continue to receive limited medical guidance after early pregnancy loss and face long waits for mental health support.

Data cited by Carea highlights the scale of the issue. One in four pregnancies in the UK ends in loss. Research has found that one month after early pregnancy loss, 29% of women meet the criteria for post-traumatic stress, 24% experience moderate to severe anxiety and 11% moderate to severe depression.

Support gap

Existing pregnancy apps can also fail women after miscarriage or baby loss. In some cases, users continue to receive foetal development updates or marketing messages that no longer reflect their circumstances.

Carea developed the feature following user research and feedback, as well as the experience of its founder, Anastasia Shubareva-Epshtein, who felt unsupported by healthcare systems and traditional pregnancy apps after her own miscarriage.

The mode includes breathwork, journaling, affirmations and meditations, alongside information intended to help women make medical and personal decisions after a loss. It is designed to support people regardless of how long ago the pregnancy loss occurred.

The launch comes as miscarriage care receives greater policy attention in the UK. Scotland has published a miscarriage patient charter, and Health Secretary Wes Streeting has said support in this area has been lacking.

Pregnancy losses before 24 weeks are not formally registered in the same way as stillbirths in the UK. Campaigners and patients argue that this leaves many women feeling their experience is not fully recognised within the system.

Carea, which describes itself as a maternal wellbeing platform, was founded in the UK and says it has been downloaded 10,000 times since launching in 2025. The app covers fertility, conception, pregnancy and postpartum support, with the new mode extending its focus to pregnancy loss recovery.

“We have heard from so many women that they feel like it is somehow their fault or they are feeling guilty or ashamed when they experience a pregnancy loss,” said Anastasia Shubareva-Epshtein, founder and CEO of Carea.

“I experienced first-hand how hard many pregnancy apps make it to report a loss and how insensitive and triggering the whole experience can be. You’re left feeling excluded at the very moment you need support most, with more questions than answers.

“Pregnancy loss is incredibly common, yet still shrouded in silence, and many women in the UK struggle to access the support and guidance they need. Knowing you’re not alone can make all the difference. Our Healing After Loss mode will ensure women are met with empathy, clear guidance and an understanding community, rather than feeling pushed to the side or unsupported at such a vulnerable time.”

Oxford Builders (AL) Limited, in Wilkins Road and registered in 2013, has entered a creditors’ voluntary liquidation, with documents revealing it owes £205,100 to various creditors.

The company, run by Anton Lica, has its office based in Kidlington.

It completed loft and house extensions, renovations and refurbs, and offered advice and help for new build houses around Oxfordshire.

Documents reveal it owes more than £200,000 to various creditors.

Jane Hardy and Rosalind Mary Hilton, of Adcroft Hilton Limited in Blackpool, were appointed as the joint liquidators on April 10.

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A statement of affairs on Companies House shows HMRC is listed as a secondary preferential creditor for VAT of £184,432.

Other creditors are owed a total of, £20,668. This includes Santander PLC, who are owed £11,000, Earthline Ltd, an aggregate supplier in Wroughton, owed £668, and Alexandra Lica, a private lender who is owed £9,000.

The firm’s assets, including plant and machinery, computer equipment and motor vehicles, have a book value of £48,138 . But, they are expected to realise just £1,680.

This brings an estimated total deficiency to £203, 421.

Anton Lica of Oxford Builders (AL) Ltd has been contacted for a comment.