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HybridFull-timeSeniorCustomer Operations
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At Zego, we're on a mission to do the good thing, not the insurance thing.
Insurance hasn't changed much in over a century. The way we live, work and travel has. We're building the real-time, AI-driven infrastructure that powers innovative insurance, so good drivers get cover that works the way they actually drive.
We're not just updating insurance; We're leading the AI evolution in insurance 🤖
For us, AI isn't a line on a roadmap or a buzzword on a slide. It's our operating reality, and it's how we build products that back drivers instead of the old insurance playbook.
We don't do things slowly, and we don't do bureaucracy. We back high-performance builders who want ownership, early responsibility and the chance to do the most career-defining work of their lives. You'll get the space to try things, the tools to move fast, and the room to see your ideas reach millions of drivers.
Do not take our word for it. Read what Zegons say about us on Glassdoor.
If you're ready to build the future of insurance, we're hiring.
About the Role
As Senior Fraud Investigator, you'll lead complex investigations—first party and third-party claims, credit hire disputes, staged accidents, and litigated cases—whilst supporting the team and deputising for the Team Leader. You'll have sign-off authority on claims payments, reserves, and formal repudiations, mentor investigators, and help shape our counter-fraud strategy.
What you will be doing
Claims Management: Manage high-risk first-party and third-party claims, credit hire disputes, staged accidents, and organised fraud. Lead litigation from start to finish, working with solicitors, counsel, engineers, and investigators. Use telematics data, AI tools, and network analysis to uncover fraud patterns.
KPIs, SLAs & Audits: Track core KPIs, SLAs, cycle times, and reserve precision to maintain high performance standards. Conduct and review quality audits to ensure compliance and continuous improvement across the unit.
Timely Fraud Clearance & Fair Outcomes: Proactively investigate and clear non-fraud cases on a timely basis, ensuring genuine customer claims move swiftly to settlement without compromising on quality or compliance.
Claims Authority & Governance: Sign off on claims payments, reserves, and formal defences within delegated limits. Ensure all decisions comply with company policy and audit requirements.
Team Leadership & Mentoring: Cover for the Team Leader during leave. Guide and mentor team members on complex liability, credit hire, first party and third-party fraud, litigation, and quantum issues. Help spot emerging fraud trends and improve how the team works.
Collaboration: Negotiate with third-party insurers, solicitors, credit hire companies, and legal representatives. Prepare clear case summaries for escalations and represent Zego at industry forums.
What you will need to be successful
Leadership Skills : Demonstrated ability to motivate and inspire team members, fostering a collaborative and high-performing environment. You’ll act as a role model within the team, providing guidance and support to ensure their success.
Investigation Skills: Proven experience handling complex cases—first-party and third-party claims, litigated disputes. Strong analytical skills to spot fraud indicators—staged accidents, inflated claims, conflicting timelines, and network connections.
Risk Management: Solid understanding of claims governance, reserve setting, and delegated authorities. Comfortable reviewing documents, formal repudiations, and ensuring accurate claims data.
Team Support: Natural mentor who can guide others through tricky investigations and litigation. Happy to step in as deputy Team Leader when needed.
Communication: Clear writer and negotiator. Able to explain complex cases to solicitors, insurers, and internal teams—and deliver the right outcome commercially and fairly.
Teams work better with time to collaborate and space to get things done. We call it Zego Hybrid: some of us are in our office (central London or Halifax) weekly, others monthly or quarterly. It's about finding the balance between face time and focus that produces great work and a healthy life around it.
We also make a point of getting everyone in the same room. Teams come together every quarter, and once a year the whole company does, properly. It's a serious investment and consistently one of the best parts of the year.
Here is what the last one looked like.
💰 Market-competitive salary, benchmarked against your function and reviewed every year.
🏆 Annual performance bonus, linked to company performance and your contribution.
📈 Share options, a real stake in the company and a share in the future you build
🩺 Private medical insurance.
🏖️ Pension, generous holiday, and £1,000 a year to spend on getting to the office or learning something new.
💻 Cutting-edge systems and tools, so you always have what you need to drive your impact.
Ready to do the most impactful work of your career? We want to hear from you.
Zego, leading the AI evolution in insurance.
We're an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.