Policy Fraud Representative

As a Policy Fraud Representative, you will be working in our fast paced, energetic contact centre where you will be accountable for the validation of policies that have been identified as having application fraud indicators.

For most of your shift, you will be on the phone with our customers ensuring that any risk information is validated efficiently, and that any necessary authentication is completed. We aim to provide the highest level of service, whilst providing the correct outcome for both the customer and company.

Our opening hours within the department are Monday – Friday, 8am – 7pm so you can expect your shift to fall between these times. We pride ourselves on a flexible approach to working, so this role can be based at either our Bexhill-on-Sea or Leicester offices, combined with partial working from home.

What will you be doing?

  • Managing a portfolio of application fraud cases
  • Identifying and treating deliberate and unintentional policy misrepresentation
  • Using application fraud tools, document validation and advanced conversation techniques
  • Ensuring customers are retained at the right price and that ‘high risk’ policies are removed from cover efficiently
  • Communicating with our customers in both verbal and written form to ensure we’re providing the right outcome for the business and customer
  • All appropriate in-house training will be provided for successful colleagues (including conversation management techniques)

What are we looking for?

  • Contact centre/office based background
  • Natural ability to lead conversations and identify potentially deceptive behaviours
  • Strong communication skills (via interacting with customers, internal departments and third party companies)
  • Effective handling of customer objections and complaints
  • Excellent IT skills/data inputting skills with attention to detail
  • A proven track record of achieving/exceeding targets
  • Knowledge of the motor insurance industry is beneficial but not essential

Benefits for you

Please find some of the great benefits we offer here at Hastings Direct;

Starting salary of £19,497 (rising to £20,969)

Up to 5% bonus earning potential

25 days holiday (plus bank holidays on top)

Pension match up to 10%
Ongoing support and opportunities to develop and progress

Flexible benefits (including additional holiday buy/sell, healthcare and more)

Discounted Hastings Direct products

We have our own Inclusion Council, Wellbeing Committee and Employee Forum Representatives and we are pleased to be certified as a carbon neutral organisation!


Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

Job Information

Job Reference: 60005887_1634200885
Salary: £19497 - £20969 per annum
Salary From: £19497
Salary To: £20969
Job Industries: Insurance
Job Locations: Leicester, Leicestershire
Job Types: Permanent
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