Complex Claims Fraud Investigator

End Date

Wednesday 19 August 2026

Salary Range

£30,201 - £31,790

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description Summary

See Job Description below:

Job Description

• JOB TITLE:  Complex Claims Fraud Investigator

• SALARY: £30,202

• GRADE: C

• LOCATION:  Halifax

• HOURS: Full Time, 35 hours- per week. 

• WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.  As an operation we are open Mon-Fri 8am to 6pm and Sat 9am – 1pm

About this Opportunity

An exciting opportunity to join the General Insurance Customer Operations Team as a Complex Claims Fraud Investigator.

You will take ownership and accountability of potentially fraudulent complex claims by completing all required investigations and interviews. 

You will work collaboratively with Field Based Colleagues, Suppliers and industry lead members/partners as necessary to reach a conclusion.

What you’ll need

• Excellent oral and written communication.

• Be able to conduct all required investigations and interviews to produce the required evidence of fraudulent activity. Collaborating with Field Based colleagues, suppler and industry members/partners as necessary.

• Be able to communicate outcomes to customers, providing a full explanation for the decision as well as the consequences.

• Excellent Attention to Detail to support evidence gathering and appropriate claim outcomes.

• Demonstrate customer focussed complaints management on compliance with GI Claims complaint management process. 

• Embrace the Group’s vision, values and behaviours while acting inclusively, creating an environment where diversity is valued and where colleagues and customers are treated with dignity and respect.

• Demonstrate a high degree of personal organisation (planning/time management /file management/complaints management) and effective people management.

• Expected to complete the ACF Tech qualification and encouraged to complete CII (Certificate).

• A good working knowledge of Insurance principles and relevant regulations in relation to Home Insurance and Fraud.

• Be able to work with Senior Investigators, Hybrid Technical Oversight and FNOL Managers to maintain a continuous improvement of Fraud knowledge and quality within the department by providing regular feedback and coaching day to day in all interactions, delivering training as appropriate as well as supporting the capture of required MI and insights used to inform this.

Key Capabilities for the role

Fraud & Financial Crime

Fraud and Financial Crime risk is the prospect of the Group experiencing financial or reputational loss resulting from economic crime. Understanding fraud and financial crime risk protects the Group and our customers by ensuring the minimisation of risk in the design of  our policies, procedures, processes and systems together with the creation of practical, remedial steps to mitigate instances effectively.

Specifically – General Insurance Fraud expertise

Solving Complex Problems

Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

On higher complexity claims, use your experience and knowledge to work with the Senior Investigators supporting the claim as required.

Plans and aligns

Planning and prioritising work to meet commitments aligned with organisational goals.

Drives Results

Consistently achieves results, even under tough circumstances. For example, does what is necessary to meet goals and deliver expected results with acceptable quality. Shows consistent effort to complete even unpleasant or routine tasks in a timely manner; maintains work focus despite obstacles or setbacks.

Collaborates

Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society