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, to ensure we have state-of-the-art tools and technology that can detect suspicious claims and new policies. We also continuously assess performance data to support strategy definition, ensuring we keep on top of market trends and any new fraudulent tactics.
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!
The Insight and Counter Fraud teams collaborate regularly, due to the connected nature of the functions. The Special Investigations Unit are responsible for identifying and triaging fraudulent claims and policies and will refer these across to the Claims Fraud and New Business Review teams for investigation. Therefore, it is vital that we work together to ensure the right fraudulent and misrepresentation concerns are being considered.
We have access to market leading technology and data tools to support the development of intelligence and investigation of fraud. We are continuously scanning the market for new opportunities to support us in maintaining and furthering our position as best in the market, whilst also assessing the performance of our existing tools.
Given the continuously evolving nature of insurance, we are extremely focused on the development of our colleagues to ensure we have and maintain the best Counter Fraud teams in the market. The department provides apprenticeship opportunities for anyone striving to achieve a formal qualification, as well as having a structured and continuous approach to training development and delivery. We also ensure all colleagues receive coaching aligned to their needs and ambitions.
Our colleagues have different experiences and expertise, so we look to empower them with knowledge sharing and supporting wider change initiatives. Our teams work across Leicester and Bexhill, as well as remotely. The majority of the department is currently in the office one day per week, however this does vary from role to role.
Operating out of both our Bexhill and Leicester sites, Claims Fraud has eleven specialist teams dealing with the full range of fraud from First Party to Organised Criminal Groups. These teams consist of; First Party Fraud, Third Party Fraud, Complex Fraud and Technical Coaches.
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.
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. These teams comprise of Claims Fraud Triage, Policy Fraud, Intelligence Unit, Field Force and Internal Fraud.
I currently work in the Fraud area of the business within Claims Triage, where my role focuses on identifying and investigating potentially fraudulent claims. This has been an incredibly rewarding area to work in, offering a wide range of opportunities to develop new skills and take on meaningful projects. These experiences have directly supported my career progression and enabled me to reach the highest step within my role.
Working in fraud requires adaptability, as we continually evolve our approach to address emerging fraud trends and learn new systems to help us detect and prevent fraudulent activity. I have genuinely loved my journey so far. The culture within the team is fantastic, with a strong sense of unity and shared purpose in protecting Hastings and our genuine customers from fraud.
I am responsible for assessing household insurance claims to identify whether they are genuine, exaggerated, or fraudulent. My work involves gathering and analysing information, speaking with customers, reviewing documentation and using various tools and databases to validate the facts of a claim. Look for inconsistencies, verify evidence and ensure that decisions are fair, accurate, and compliant with policy terms. I like working for Hastings Direct because of the flexible and friendly environment and it is one of the biggest employers in East Sussex. I consider myself to be lucky to have been employed here and admire the company’s culture and values.
My job is to lead NBR agents and provide them with all the resources they need to validate policies for the department. One of my favourite aspects of the job is getting to assist agents with their development and progression. I also play an active role in the department change projects, which means I'm always up to date on new processes. As a result, I'm able to keep a solid technological foundation.
Not all of our teams operate from all of our offices. Below you can see the offices in which these teams are based.
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