Counter Fraud Claims Handler

About us Trinity Claims delivers a dedicated, end-to-end claims management service exclusively for our sister company, Policy Expert. Combining cutting-edge proprietary technology with the highest standards of customer care, we provide seamless support from the very first point of contact through to final resolution, ensuring customers feel supported every step of the way. Our team of experts have earned the trust and confidence of thousands of customers by consistently delivering results.

5-star Trustpilot rating, we’re proud to be recognised for our commitment, expertise, and determination to go above and beyond when it matters most.

About The Role

: To identify, investigate and mitigate suspected fraudulent activity across both Home and Motor insurance claims (Primarily Home). The role is responsible for conducting proportionate and evidence-based investigations, protecting indemnity spend, ensuring regulatory compliance and supporting the delivery of fair customer outcomes. The role will investigate a broad range of fraud risks including policy misrepresentation, staged or contrived losses, exaggerated claims, organised fraud, fabricated documentation and opportunistic fraud across personal lines insurance products.

Key Responsibilities

: Investigation & Validation Investigate suspected fraudulent Home and Motor claims from referral through to outcome. Review referrals and determine whether claims should be cleared or retained for further investigation. Develop and manage investigation strategies and case plans.

Gather, analyse and evaluate evidence from multiple internal and external sources. Conduct customer interviews and obtain statements where appropriate. Identify links between claims, claimants, suppliers and organised fraud networks.

Maintain accurate records, investigation logs and audit trails. Home Claims Fraud Investigate suspected: Escape of water fraud. Theft and burglary fraud.

Accidental damage exaggeration. Contents inflation. Occupancy and residency concerns.

Pre-insurance losses. Misrepresentation at policy inception. Fabricated ownership or purchase documentation.

Arson or deliberate damage indicators. Motor Claims Fraud Investigate suspected: Staged or induced accidents. Contrived incidents.

Credit hire fraud. Fraudulent personal injury claims. Phantom passengers.

Exaggerated vehicle damage. Vehicle ownership and usage discrepancies. Policy inception and application fraud.

Intelligence & Data Analysis Utilise available intelligence sources and fraud databases to support investigations. Identify behavioural, technical and documentary fraud indicators. Analyse claims history and claimant behaviour patterns.

Escalate organised fraud concerns to senior management where appropriate. Customer & Stakeholder Management Liaise with customers, brokers, solicitors, suppliers and internal stakeholders. Provide regular updates during investigations.

Ensure customers are treated fairly throughout the claims journey.

Requirements

Consumer Duty. GDPR and Data Protection legislation. Internal Counter Fraud policies.

relating to consumer insurance contracts. Maintain appropriate documentation to support repudiation or litigation decisions. Litigation & Case Resolution Prepare evidential packs for litigated cases.

Support legal partners where fraud proceedings are pursued. Provide recommendations regarding: Claim acceptance. Repudiation.

Policy avoidance. Recovery opportunities. Referral to law enforcement or industry bodies.

Continuous Improvement Support fraud awareness initiatives across Home and Motor claims teams. Provide coaching and guidance to operational handlers. Assist with MI production and fraud trend analysis.

Contribute to process improvements and fraud prevention strategies.