Insight (Counter Fraud) at Hastings Direct

We are market leaders in insurance counter fraud. Our specialist teams investigate and validate our claims with one single aim - to protect our customers. We know that the majority of our customers are honest, so we work tirelessly to stay one step ahead of the fraudsters. This is no easy task.

We're continuously designing, implementing and reviewing our policies, procedures and systems, including the recent launch of a state-of-the-art system that can automatically detect suspicious claims and new policies. We use it daily to helps us identify fraud more efficiently.

Insight (our Counter Fraud department) is an incredibly fast-paced, agile and collaborative environment. Our team is not only committed to fighting fraud, but are also flexible, collaborative and able to adapt to different challenges. It is our collective enquiring minds that help us question, investigate and challenge fraudulent claims. After all, if something doesn’t seem right, there’s a good chance it isn’t!

Our Insight teams

Claims Fraud

Claims Fraud

Operating out of both our Bexhill and Leicester sites, Claims Fraud has nine specialist teams dealing with the full range of fraud from First Party to Organised Criminal Groups.

Our First Party Function has two teams, one based in each office and focuses on validating fire, theft and malicious damage cases amongst others.

Our Third Party function has seven teams across both sites and focuses on a range of fraud types from credit hire, low speed impacts to staged and contrived collisions.

Our Complex Fraud team, based in Bexhill, focuses on targeting enablers driving fraud throughout the industry, targets organised criminal groups and tackles high value fraud.
To support the department we have a coaching team based across both sites who provide support, training and technical development across the operation.

New Business Review

New Business Review

Based in both the Bexhill and Leicester offices, this department is responsible for completing policy validation checks for our insurer partners. This includes requesting specific documentation such as proof of no claims discount or obtaining verbal confirmation of risk details from our customers. This is to make sure the policy details are correct and the cover adequately matches their needs.

Special Investigations Unit

Special Investigations Unit

The Special Investigations Unit (SIU) is currently based either in Bexhill or working remotely and comprises of five specialised teams all working together to combat fraud attacks on the company both externally and internally.

The Claims Fraud Triage team scrutinise suspicious claims and refer those suitable for further investigation into the relevant Claims Fraud teams.

The Policy Fraud Team identify fraudulent policies that have been taken out largely by Organised Crime Groups and are known as ‘Ghost Broking’. They will immediately cancel such policies and refer suitable ones for further investigation and development.

The Intelligence Unit is made up mostly of former police detectives who are highly experienced in evaluating and disseminating intelligence. They also refer cases to Law Enforcement and other regulatory bodies.
The Field Force Team are a small unit of former police detectives who cover London, the Midlands and the North-West of the country. They interview policyholders regarding collisions and thefts; investigate Ghost Broking; validate Credit Hire claims; and assist where required by other sections of the SIU.

The Internal Fraud Team investigate all instances which occur within the company and also develop numerous defences to protect the business.

Where our teams are based

Not all of our teams operate from all of our offices. Below you can see the offices in which these teams are based.


Meet some of the team

David, Head of Specialist Investigations

Having previously been the Head of the City of London Police’s Insurance Fraud Enforcement Department, I was very much aware of the big insurers’ counter fraud capabilities. It was clear to me that Hastings Direct was market leading in this arena. Upon joining, I was given the opportunity to create a Special Investigations Unit, and have overseen its considerable growth in size and cross-industry reputation. We have recruited some excellent colleagues and continue to go from strength to strength. We literally take the fight to the fraudster’s front door. This sends a great deterrent message to those considering defrauding the company and shows our policyholders we are protecting their interests.