Counter Fraud Claims Handler

Colonial Group; Sevenoaks; Hybrid; GBP 26,000 - 35,000; Full time

Benefits offered by this job

Hybrid working

Performance bonus

35 days holiday

Job summary

Colonial Group in Sevenoaks (hybrid) is seeking a Counter Fraud Claims Handler to manage a portfolio of suspect motor fraud claims from cradle to grave. You will investigate, determine the appropriate course of action, and liaise with investigative service providers to secure the right outcomes.

The role emphasises proactive investigation, strict adherence to GDPR and FCA rules, and continual process improvements to drive quality referrals within the team.

Qualifications

• Good understanding of all aspects of claims handling including indemnity, liability, credit hire, property damage, first party claims and bodily injury claims.
• Technically sound judgement along with effective portfolio management and file discipline ensuring the accuracy of reserves, communications and service levels are maintained.
• Excellent organisational skills and the ability to work independently with minimum support.
• Strong negotiation skills along with Excellent customer services skills.
• An understanding of the intelligence and investigative tools available to validate claims.
• Ability to provide clear and concise instructions to service providers to assist in the investigation of claims.

Responsibilities

• Management of investigations, assessment of intelligence and interaction with investigative service suppliers to achieve the correct case outcome
• Expediently assess a wide variety of claims/referrals and decide on the appropriate course of action
• Accurately interpret intelligence and use it to drive an appropriate investigation strategy
• Proactively manage a portfolio of claims ensuring adherence to claims handling / claims investigation procedures, company protocols and service level agreements
• Ensure output achieves acceptable levels of accuracy and quantity
• Ensure strict adherence to company policies regarding Treating Customers Fairly, GDPR and FCA compliance
• Avoid any claims leakage whilst maximising savings/repudiations
• Ensure strict adherence to agreed counter fraud strategies
• Respond efficiently to telephone calls into the team/department
• Contribute towards the continuous improvement and development of the team/department and identify any possible process improvements and initiatives to drive quality referrals into the team

Skills

Claims handling

Indemnity

Liability

Negotiation

Portfolio management

GDPR compliance

FCA compliance

Customer service

Job description

This role includes investigating and managing a portfolio of suspect claims encompassing all types of fraud a motor insurer may face. You will be responsible for the effective control and investigation of a portfolio of claims from cradle to grave. You must adopt a proactive approach towards the investigation of claims and generate ideas contributing towards the continuous improvement and development of the team/department.

Role: Counter Fraud Claims Handler

Location: Sevenoaks with hybrid

Working Hours: 37.5 Hour a week, Monday to Friday 9am - 5:30pm

Salary: £26,350 to £34,800 Plus up to £2000 performance related bonus per annum, once established within your role.

What you'll be doing:

• Management of investigations, assessment of intelligence and interaction with investigative service suppliers to achieve the correct case outcome
• Expediently assess a wide variety of claims/referrals and decide on the appropriate course of action
• Accurately interpret intelligence and use it to drive an appropriate investigation strategy
• Proactively manage a portfolio of claims ensuring adherence to claims handling / claims investigation procedures, company protocols and service level agreements
• Ensure output achieves acceptable levels of accuracy and quantity
• Ensure strict adherence to company policies regarding Treating Customers Fairly, GDPR and FCA compliance
• Avoid any claims leakage whilst maximising savings/repudiations
• Ensure strict adherence to agreed counter fraud strategies
• Respond efficiently to telephone calls into the team/department
• Contribute towards the continuous improvement and development of the team/department and identify any possible process improvements and initiatives to drive quality referrals into the team

What we’re looking for:

• Good understanding of all aspects of claims handling including indemnity, liability, credit hire, property damage, first party claims and bodily injury claims
• Technically sound judgement along with effective portfolio management and file discipline ensuring the accuracy of reserves, communications and service levels are maintained
• Excellent organisational skills and the ability to work independently with minimum support
• Strong negotiation skills along with Excellent customer services skills
• An understanding of the intelligence and investigative tools available to validate claims
• Ability to provide clear and concise instructions to service providers to assist in the investigation of claims

Grow with Acorn

AtAcorn Insurance,we’reproud of our Liverpool roots — and even prouder of how farwe’vecome. As part of theAcorn Group, we bring over 40 years of specialist insuranceexpertiseto the table. From humble beginnings,we’vegrown into a national leader, now employing1,700+ people across the UKandreached a milestone £750 millionin total value of insurance policies written in 2024.

We’regrowing fast, with new opportunitiesemergingevery week.That growth islargely dueto the values we share:

• We run through walls for our customers and each other
• We challenge the status quo
• We succeed when we help those around us succeed
• We decide quickly when the smart thing to do is use our judgement

Benefits:

• A maximum of35 days’ holiday(dependingon role and tenure)including bank holidays,withadditionalbuy/sell options
• 24/7 mental health support& free counsellingavailable
• Grow with us:Through career fairs, leadership programs, and learning on the go!
• Flexible benefits, includingearly accesstosalaryviaour internal platform
• Hybrid working optionsto support work-life balance and individual needs
• Recognition awards, social events & more

Our Commitment to ourcolleague’s:

Thesearen’tjust words —they’rethe principles we live by. Andwe’reproud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

• Mindful Employer– championing mental health andwellbeing
• Disability Confident Level 1 & 2– creating accessible, inclusive opportunities
• Menopause Friendly accredited– supporting every stage of life
• Armed Forces Covenant signatory– honouring those who serve
• Armed Forces Defence employer recognition scheme- Supportingthose who serve
• Great Places to Work2024/25– fostering an engaging and positive workplace culture
• Best Place to Work for Development– proud to be investing in people’s future
• Best Place to Work for Women– breaking down barriers to women's career progression

Ifyou’relooking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool —Grow withAcorn.

A Few Things to Know Before You Apply

We’rereally excitedthatyou’reconsidering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

If your application is successful, we willcommencerelevant employment checks prior to youcommencingemployment with us. These will include a standard criminal record check and an insolvency register check.

Visa Requirements

Becauseour training is quitecomprehensive,we can only consider applicants who haveat least one yearremainingon their Graduate or Post-Study Work visa.At the moment,we’renot able to offer visa sponsorship.

We’reHere to Support You

We’recommitted to creating an inclusive, supportive workplace where everyone canflourish. If you need any adjustments during the recruitment process—or onceyou’repartof the team—just let us know. Whetherit’sflexible hours, adapted equipment, or a bit of extra support,we’llwork with you to make sure you can do your best work.