Counter Fraud Motor Claims Handler

Acorn Group; Liverpool; Hybrid; GBP 26,000 - 35,000; Full time

Benefits offered by this job

35 days holiday

Mental health support

Salary advance options

Hybrid working

Awards & events

Flexible benefits

Job summary

Acorn Group in Liverpool (hybrid) is seeking a Counter Fraud Motor Claims Handler to investigate and manage suspect motor insurance claims from cradle to grave. You will adopt a proactive approach, generating ideas to improve the team and balance risk with customer outcomes.

Role requires strong claims handling knowledge, organisational and negotiation skills, and the ability to work with internal and external partners while maintaining FCA and GDPR standards.

Qualifications

• Good understanding of claims handling including indemnity, liability, credit hire, property damage, first party claims and bodily injury

Responsibilities

• Manage investigations, assess intelligence and work with investigative service providers to achieve the correct case outcome
• Expedite assessment of a wide variety of claims/referrals and decide on appropriate action
• Interpret intelligence to drive investigation strategy
• Proactively manage a portfolio of claims ensuring adherence to procedures and SLAs
• Ensure accuracy and output meet requirements
• Adhere to Treating Customers Fairly, GDPR and FCA compliance
• Minimise leakage while maximising savings/repudiations
• Follow counter fraud strategies
• Respond to team inquiries promptly
• Identify and implement process improvements to drive quality referrals

Skills

Claims handling

Organisational skills

Negotiation

Customer service

Independent work

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 Motor Claims Handler

Location

Liverpool 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

At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to 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 of 35 days’ holiday (depending on role and tenure) including bank holidays, with additional buy/sell options
• 24/7 mental health support & free counselling available
• Grow with us: Through career fairs, leadership programs, and learning on the go!
• Flexible benefits, including early access to salary via our internal platform
• Hybrid working optionsto support work-life balance and individual needs
• Recognition awards, social events & more

Our Commitment to our colleague’s

These aren’t just words — they’re the principles we live by. And we’re proud 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 and wellbeing
• 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 - Supporting those who serve
• Great Places to Work 2024/25 – 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

A Few Things to Know Before You Apply

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

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

Visa Requirements

Because our training is quite comprehensive, we can only consider applicants who haveat least one year remainingon their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.

We’re Here to Support You

We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.