Customer Claims Fraud Handler

About Zego 

At Zego, we understand that traditional motor insurance holds good drivers back. It’s too complicated, too expensive, and it doesn’t reflect how well you actually drive. Since 2016, we have been on a mission to change that by offering the lowest priced insurance for good drivers.

From van drivers and gig workers to everyday car drivers, our customers are the driving force behind everything we do. We’ve sold tens of millions of policies, raised over $200 million in funding, and picked up numerous awards — including Insurance Claims Team of the Year 2024 at The Insurance Post’s Claims & Fraud Awards. And we’re only just getting started.

That's where you come in…

We are looking for an experienced Customer Claims Fraud Claims Handler to join our Counter Fraud Unit, taking ownership of theft, fire, single vehicle accident, and vandalism claims where something doesn’t quite add up. This is a fraud-first role, you’ll be the one asking the difficult questions, interrogating the details, and making the call on claims that sit in that grey area between genuine loss and misrepresentation.

The customer element is just as important. Many of the people you speak to will have experienced a genuine loss, and your ability to handle those conversations with empathy and professionalism, while still conducting a thorough investigation, is what makes this role challenging and rewarding in equal measure.

What you’ll be doing

Fraud Detection & Investigation

• Take ownership of claims allocated to the Counter Fraud Unit across theft, fire, single vehicle accident and vandalism.
• Work with engineers, approved repairers, salvage agents, and police to gather evidence and progress claims efficiently.
• Recognise fraud indicators specific to these claim types, such as conflicting timelines, unusual patterns, misrepresented circumstances, or behaviour that doesn’t fit the story.
• Build a clear, well-evidenced picture of each claim and make confident decisions.
• Use telematics data, artificial intelligence tools, and industry databases to validate claims and surface potential concerns.

Customer Interviews & Statement Taking

• Conduct structured telephone interviews with customers, gathering the detail needed to fully understand and assess each claim.
• Ask probing, well-considered questions in a natural and professional way.
• Handle sensitive and emotionally charged conversations with composure and empathy, particularly where customers have experienced a genuine loss.
• Explain claim decisions clearly and in plain language, ensuring customers understand the reasoning and what happens next.

Claims Handling & Case Management

• Manage your caseload from allocation through to resolution, keeping cases well-organised and progressing within agreed timescales.
• Assess coverage, how the loss occurred, and the value of the policyholder’s losses using all available evidence to reach accurate and fair decisions.
• Manage total loss, salvage, and vehicle recovery processes on theft and fire claims.
• Manage claims that are escalated to the Financial Ombudsman Service, preparing clear case summaries and supporting documentation that accurately represents Zego’s position.
• Ensure complaint handling meets regulatory requirements and that customers are kept informed throughout the process.

What you’ll need to be successful 

Fraud Handling Experience

• Experience working in or alongside fraud claims, with a solid understanding of how fraud presents across theft, fire, single vehicle accident, and vandalism claim types.
• Knowledge of fraud indicators, investigation techniques, and the steps involved in challenging and repudiating a claim.
• Familiarity with industry fraud tools and databases such as the Claims and Underwriting Exchange, AskMID, and the Insurance Fraud Bureau. 

Claims Experience

• Solid, hands-on experience handling motor insurance claims, ideally across theft, fire, single vehicle accident, or vandalism.
• Strong understanding of motor insurance policy wordings, coverage principles, indemnity, how losses arise, and assessing the value of a policyholder’s losses.
• Familiarity with the claims process from allocation through to settlement, including total loss, salvage, and vehicle recovery.
• Exposure to telematics data in a claims context is a bonus.

Customer Communication & Statement Taking

• Proven ability to conduct structured telephone interviews and take detailed written statements from customers and witnesses.
• Skilled at asking probing questions in a way that feels natural and professional, without losing sight of what you need to establish.
• Strong written and verbal communication skills, adaptable to a range of customer needs and circumstances.
• Experienced in handling difficult or emotionally charged conversations with composure and care.
• Comfortable delivering unfavourable decisions clearly and with empathy, keeping the focus on treating customers fairly.

How we work

We believe that teams work better when they have time to collaborate and space to get things done. We call it the Zego Hybrid.

We foster a flexible approach that empowers every Zegon to perform at their best. We ask you to spend one day a week in our central London or Halifax office. We also spend some time in our London or Halifax office for company and team events, normally once a quarter. We offer hybrid travel contributions and help you pay towards other travel costs. We think it’s a good mix of collaborative face time and flexible home-working, setting us up to achieve the right balance between work and life.

Our approach to AI

We believe in the power of AI to meaningfully improve how we work - helping us move faster, think differently, and focus on what matters most. At Zego, we encourage people to stay curious and intentional about how AI is leveraged in their work and teams to drive practical impact every day. This is your chance to do the most meaningful work of your career - and we’ll provide you with the tools, support, and freedom to do it well.

Benefits

We reward our people well.