About the job

A new opportunity has arisen for candidates to join our team of Complex Fraud experts and make a difference by countering our fraud exposure across the Household Claims department.

The Fraud team are responsible for reviewing suspect Household Claims before deciding whether further investigation is required to determine a claims authenticity. Once a claim is retained for investigation, the Fraud team may investigate suspect claims by desktop investigation, including Conversation Management, or with the aid of a field investigator, and our specialist supply chain.

Positions within Household Claims Fraud are exciting, interesting and extremely varied given the vast array of claims that can be presented fraudulently against a Household Insurance policy. We receive and investigate all types of buildings claims including; Escape of Water, Fire and Flood to name a few. The lower value claims typically are investigated by desktop investigation, utilising Cognitive Interview techniques such as Conversation Management. Whereas the higher value, and more complex losses are usually investigated in partnership with a field investigator.

If you have a passion for fraud identification and prevention, have an enquiring mind, strong attention to detail, and enjoy a challenging role, then this may be for you.

What You Will Do

Thorough screening and assessment of suspect Household insurance claims, ensuring suspect claims are run through relevant databases to assist with detection.

Appointing external counter fraud suppliers to assist with investigation of suspect claims.

Providing guidance on correct handling procedures when claims are not retained for investigation.

Managing a case load of suspect claims through to conclusion, including agreeing and arranging settlement with policy holders and their appointed representatives.

Ensuring relevant material misrepresentations are referred to Claims Underwriters.

Advising underwriters of any appropriate action required in respect of policies following claims investigations.

Accurately recording fraud savings.

Conduct trials and projects to increase detection and prevention of fraudulent claims.

Act as claims point of contact (both internal and external) for Household fraud matters.

Preparation of statements and evidence packs for proven fraudulent claims for referral to IFED.

Assist in preparing and delivering counter fraud training to the Household Claims department, including missed opportunity audits.

Understand referral processes, referral criteria and authority levels, and ensure these are strictly followed.

Perform any other duties as reasonably requested according to the needs of the Household claims department or company to ensure business targets are achieved.

Ensure that we are always treating customers fairly and act in a professional manner. Handlers will be responsible for ensuring that customer information is safeguarded at all times and we follow the Data Protection Act 2018.

Meet and exceed departmental Key Performance Indicators and targets.

Requirements

Strong attention to detail

Case handling experience is essential for this role

Fraud/investigative experience is preferred

Excellent listener

An inquisitorial mind

Ability to deal with customers empathetically without cognitive bias, while remaining alert to claims that may appear suspicious

Be able to think quickly, creatively and laterally

Have a passion for Fraud identification and willingness to combat fraud

Adapts easily to change and retains knowledge

Ability to display confidence and professionalism when challenging policy holders regarding concerns

Ability to manage a case load

Data Protection Awareness

Effective time management and organisational skills

Good written and verbal communication skills

Team player

Flexible attitude

Please note this is a hybrid position, and you'll be required to travel to our head office in Cardiff 2 days a week.