At a glance
- Scott Clayton, Zurich’s Claims Fraud & Investigations Manager outlines how Zurich is combating fraud
- Zurich is clamping down on claims thanks to in-house detection specialists, expert knowledge and cutting-edge technology
- Investigation is a major part of the claims process, without it, it’s hard to properly determine what a fake claim looks like
In order to highlight the ongoing battle against fraud Scott Clayton, Zurich’s Claims Fraud & Investigations Manager, spoke to Zurich Insider to discuss how Zurich can help brokers and their customers.
Q: Scott, tell us how fraud is affecting the industry and why there is a need to inform brokers?
A: There has been a noticeable increase in cases over the last few years, and it’s not simply focused on one particular aspect of fraud. If you look at what’s happening out there, from an economical and behavioral point of view, it is occurring across all sectors.
That is why it’s important for everyone to be vigilant, as the public doesn’t want to pay for claims that are exaggerated or fictitious. That is why Zurich has decided to underline what’s happening out there and what we’re doing to combat it.
Q: So what do insurance brokers need to be aware of?
A: Zurich has a unique approach to fraud and how we detect it. If you take everything at face value, you’re going to miss opportunities to identify fraud so we’re trying to highlight that if you have suspicions, be it a gut instinct or aspects of a claim that don’t feel right, they should not be ignored.
We have strong processes in place and cutting-edge software is assisting with this. Despite the rising number of cases, Zurich has the specialists in place to look at these cases and reduce any incidents of fraud.
Q: How does Zurich’s process differ from its rivals?
A: Here at Zurich, we believe that fraud is a people driven activity both in investigation and detection. We have specialist people employed full time to investigate and detect fraud that provides us with the greatest chance of detection. The software that we use compliments this.
We have fraud experts all around the country covering all lines of business
Scott Clayton, Zurich’s Claims Fraud & Investigations Manager
Not all of our competitors have invested in the people aspect or the expert knowledge. Investigation is a major part of the claims process and without it and the experience, it is hard to properly determine what a fake claim looks like.
Q: And Zurich’s experts have regional knowledge?
A: Absolutely. We have fraud experts all around the country covering all lines of business and all market-facing units all over the UK as well as Europe and the rest of the world. That way, if any enquiry crosses borders, it is not an obstacle for us as our network is extremely powerful and something we can regulate directly.
Scott Clayton is Zurich’s Claims Fraud and Investigations Manager, overseeing a team of professionals dedicated to protecting customers’ interests using a variety of tools and techniques to ensure that all suspicious activity is properly and thoroughly investigated.