Insurance Investigator in Cheltenham

Marley Risk Consultancy is looking for an experienced Insurance Investigator with a strong background in insurance claims fraud and, importantly, proven investigative interviewing skills.

This is a hands-on investigative role. We are looking for someone who is confident conducting telephone, Microsoft Teams and face-to-face interviews, can professionally challenge inconsistencies, manage difficult conversations and obtain clear, accurate and evidential information.

You will investigate suspected fraudulent claims from initial referral through to conclusion, using a combination of desk-based investigation, intelligence gathering, claimant and witness interviews, evidence analysis and, where required, site or face-to-face investigation.

You will need to be comfortable speaking directly with claimants and witnesses, asking probing questions, adapting your interview approach as information develops and identifying inconsistencies between accounts and available evidence.

This role would suit an experienced claims fraud investigator, insurance investigator or similar investigative professional who enjoys getting into the detail of a case rather than simply reviewing or managing the claims process.

What You'll Be Doing:

Claims Fraud Investigation

• Investigate suspected insurance claims fraud from referral through to conclusion.
• Identify fraud indicators, inconsistencies and areas requiring further investigation.
• Conduct detailed reviews of claim files, policy information, statements, supporting documentation and available intelligence.
• Investigate areas including exaggerated losses, misrepresentation, non-disclosure, staged incidents and other suspected fraudulent activity.
• Undertake both desk-based and face-to-face investigations, depending on the circumstances of the claim.
• Use open-source and third-party intelligence systems to support investigations.
• Maintain comprehensive, accurate and auditable investigation files.

Investigative Interviewing & Conversation Management

This is a key part of the role, so demonstrable interviewing experience is essential.

• Plan and conduct structured investigative interviews with claimants, witnesses and relevant third parties.
• Conduct interviews via telephone, Microsoft Teams and face-to-face.
• Use effective conversation management and investigative interviewing techniques to obtain detailed and reliable accounts.
• Confidently probe and professionally challenge discrepancies, inconsistencies and conflicting information.
• Adapt questioning as new information or evidence emerges during an interview.
• Manage challenging, sensitive or difficult conversations calmly and professionally.
• Obtain evidential witness statements and ensure information is recorded accurately.
• Compare interview accounts against documentary, digital and other available evidence.
• Produce clear interview and investigation records that can support claims decisions and, where appropriate, further legal action.

Evidence, Decisions & Outcomes

• Gather, analyse and evaluate evidence from multiple sources.
• Make balanced and evidence-based recommendations regarding claim settlement, repudiation, recovery or further investigation.
• Prepare clear, concise and defensible investigation reports.
• Support the recovery of fraudulent payments and prevention of further losses.
• Identify when cases require escalation or additional specialist input.

Intelligence & Fraud Prevention

• Conduct open-source and third-party intelligence research.
• Produce intelligence reports that support claims investigations and recovery opportunities.
• Identify emerging fraud trends, behaviours and indicators.
• Conduct fraud health checks across Major Loss claims where required.
• Share intelligence and investigative findings to strengthen fraud detection and prevention across the business.

What We're Looking For

We are particularly interested in candidates who can demonstrate hands‑on experience of investigating suspected insurance claims fraud and interviewing the people involved.

Essential Experience

You will ideally have:

• Strong experience within insurance claims fraud investigation.
• Proven experience conducting investigative interviews with claimants and/or witnesses.
• Experience interviewing through telephone, Microsoft Teams/video and face-to-face meetings.
• Strong conversation management skills, including the ability to probe, challenge and explore inconsistencies without compromising professionalism or fairness.
• Experience obtaining and documenting evidential witness statements.
• A good understanding of the insurance claims journey and common fraud indicators.
• Experience conducting desk-based investigations, including reviewing claim files, documentation and intelligence.
• The confidence and ability to undertake face-to-face/site investigations when required.
• Strong evidence-assessment and critical-thinking skills.
• Experience producing clear, evidence-based investigation reports and recommendations.
• Ability to manage multiple investigations and prioritise an active caseload.
• Experience using fraud detection, intelligence, open-source or industry information systems.
• Excellent written and verbal communication skills.
• A high level of integrity, objectivity and attention to detail.

Particularly Valuable

Experience of any of the following would be advantageous:

• Conversation management or recognised investigative interviewing methodologies.
• Working with intelligence and the National Intelligence Model (NIM).
• Major Loss or complex claims investigations.
• Recovery investigations.
• Fraud prevention and intelligence analysis.
• Relevant insurance or investigative qualifications such as CII, CILA or ACFS.

The Person We're Looking For

You'll be naturally inquisitive and comfortable asking the next question rather than simply accepting the first answer.

You'll know how to build rapport while maintaining professional curiosity and will be confident handling conversations where information may be incomplete, inconsistent or deliberately misleading.

Most importantly, you'll be an investigator at heart.

Why Join Marley Risk Consultancy?

You'll join a specialist business where your investigative expertise can make a genuine impact. You'll have the opportunity to work on varied and interesting claims, influence fraud prevention and work alongside experienced claims and technical professionals.

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