Fraud Analysts - Motor Insurance

1st Central
Haywards Heath
09 May 2017
07 Jun 2017
Contract Type
Full Time

We currently have exciting opportunities for five Fraud Analysts to join our established Counter Fraud Services department in Haywards Heath.

The successful candidates will be appointed to manage referrals received into the Fraud Analysis team from a variety of sources relating to miss-representation, non-disclosure and potential indemnity concerns, within agreed authority levels and SLA.

Day-to-day responsibilities:

  • Investigate all cases of potential misrepresentation and non-disclosure at policy inception and claims stage through to completion received via a variety of referral sources into CFS
  • Work to agreed SLAs and following the Policy Validation Guide and CFS Procedure documents
  • Investigate the validity of FCIM’s customers’ claims history by carrying out post-sale CUE (Claims Underwriting Exchange) match validation and processing any necessary changes to the policy
  • Investigate, through to a conclusion, policies where quote manipulation is suspected prior to the inception of the policy
  • Investigate and manage any potential voidance cases referring to Fraud Analyst Level 2 or a senior for sign off
  • Contact policyholders by phone and email, adhering to Treating Customers Fairly (TCF) and Data Protection Act (DPA) principles, to resolve any discrepancies related to misrepresentation, non-disclosure or indemnity issues
  • Update and revise customers’ policy details, making any necessary adjustments and cancellations
  • Make outbound calls to customers in relation to validation procedures and queries whilst adhering to TCF and DPA principles
  • Administer and process incoming post and email, including the scanning of relevant documents, ensuring all correspondence is actioned with agreed SLAs
  • Handle all complaints received effectively and efficiently adhering to FCIM’s complaints policy
  • Promptly identify matches that do not require further investigation and ensure closure is actioned in a timely manner, within SLAs
  • Maintain positive relationships with all business employees and departments
  • Ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards and regulations at all times (including TCF)
  • Be compliant with health and safety policies at all times
  • Any other reasonable duties as required

What we’re looking for


• Motor insurance experience
• Working in a customer services environment
• Complaints handling


• Good communication skills, both verbal and written
• Good time management and organisation skills
• Problem solving skills with the ability to adopt a logical approach to resolving problems
• Good data and statistical analysis skills
• Good technical skills
• IT and software skills, including good Microsoft Excel and Word knowledge


• Principles and practices relating to motor insurance
• Good knowledge of motor insurance products

If you have the skills and experience required for this role & are excited about this opportunity, please apply now.