Introducing the Fraud Claims Team

01/25/2021

At Zurich, customers are always at the heart of what we do. Here we look a little more into the different teams that make up our claims function, how they differ and how their focus is on helping you by delivering Zurich's claims commitment - our promise to make your claims experience personal, clear, collaborative and effortless.

The fraud team are made up of over 60 dedicated people whose purpose is to detect and investigate cases of fraud and protect customers from the impact that these fraudulent claims could have; be that on time, cost or to reputation.

Claims can range in line of business, from small personal lines claims worth hundreds of pounds, up to cases worth thousands of pounds such as theft, personal injury and motor among others.

"At the heart of our counter fraud commitment is the aspiration to maximise the detection of fraud. This objective delivers financial results and helps to protect both our business and our commercial customers." - Scott Clayton, Claims, Fraud & Investigation Manger at Zurich

How the Fraud Claims Team make a difference

In 2019 the Fraud team completed over 3,000 successful investigations and saved over £70m, in the last five years they have also identified more than 2,000 fraud rings. They work closely with the Insurance Fraud Bureau and law enforcement to bring some of the perpetrators to justice.

Making it collaborative

As well as working to protect customers they collaborate with them throughout the investigations and processes so that they can offer insight and views. In order to protect the industry as a whole, information is shared with other insurers.

Making it effortless

The team are always on the lookout for ways to improve and invest in new technologies to enhance abilities and protect customers. Technology is vital in the fraud world to ensure they keep pace with advancements and to maximise the detection of fraud. Analytics are used to identify trends and links in data, Intelligence analysts have access to a suite of public records and internet search tools and there are even a few systems they keep close to their chest to ensure they keep one step ahead of the fraudsters.

Meet Casualty Investigation Team Leader, Michael Richards

Hear from Michael on how the Fraud Claims Team work together to provide the best service possible for our customers and how we live up to our claims commitments.