Household Complex Fraud Handler

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.

Skills & Requirements

• Strong attention to detail.
• Ability to deal with customers empathetically without cognitive bias, while remaining alert to claims that may appear suspicious.
• Have a passion for Fraud identification and willingness to combat fraud.
• Ability to manage a case load.
• Effective time management and organisational skills.
• Good written and verbal communication skills.
• An excellent team player

Experience

Whilst relevant household buildings claim experience is desirable, it is not essential and full relevant training will be provided to all successful applicants.

We believe in investing in our people’s ongoing professional and technical development and successful candidates will therefore not only attend our excellent onboarding training they will also have access to a wide range of ongoing professional development opportunities, including externally accredited courses such as those delivered by the Chartered Insurance Institute, British Damage Management Association and CIFAS.

Salary, benefits and Work-Life Balance

Flexibility and work life balance is important to us, and so your time will be split between home (80%) and office (20%), this will usually mean two days a week in the office. There is however the option for you to work more frequently from the office if this is your preference.

We recognise that applicants for this role will come with a wide variety of experiences, as such there is no defined starting salary as we aim to provide a competitive remuneration package that is commensurate with the skills of the successful candidates. Also, after a year of being in the company you will be allocated up to £3,600 worth of shares every year.

Admiral has an honest, open culture that’s focused on four key areas: communication, equality, reward and fun. We believe that ‘People who like what they do, do it better’; culture is at the foundation of working for Admiral. You can expect an environment that rewards hard work and determination, all done whilst embracing a culture that puts you first; it’s one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

For more information or to book in a POC, please contact Chris Seward.

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. 

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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