How we prevent fraud responsibly

We use reasonable and proportionate measures to help identify and prevent fraudulent activity. This may include checks during quotation, policy administration or claims handling, as well as reviewing information where something appears inconsistent or unclear.

Any checks we carry out are focused on understanding the situation rather than making assumptions. Where we need further information, we aim to explain why it is required and what will happen next and we give customers a fair opportunity to clarify or provide additional details.

Fair treatment and Consumer Duty

Fraud prevention activities are carried out with careful regard to Consumer Duty. We consider the impact of our actions on customers and take steps to avoid unnecessary delay, confusion or distress. Where concerns arise, we aim to handle them sensitively and proportionately, taking account of individual circumstances.

Customers are never treated as fraudulent simply because an issue is identified or a check is required. Our processes are designed to balance fraud prevention with fairness, transparency and respect.

Supporting vulnerable customers

We recognise that fraud-related checks can be stressful, particularly for customers in vulnerable circumstances. Where a customer discloses a vulnerability, or where we identify that additional support may be needed, we will take reasonable steps to adjust our approach. This may include allowing additional time, offering clearer explanations or using alternative communication methods.

Our staff are trained to handle fraud-related interactions with care and sensitivity, ensuring that customers are supported throughout the process.

Use of information and data

Information used for fraud prevention is handled securely and in line with data protection requirements. We use information only for legitimate purposes and do not make automated decisions without appropriate safeguards.

Fraud prevention checks are not used to unfairly deny customers access to products or services and decisions are reviewed where appropriate to ensure they are reasonable and proportionate.

Learning and continuous improvement

We review fraud-related cases and customer feedback to ensure our processes remain effective and fair. Where patterns or issues are identified, we use this insight to improve our systems, training and communications, with the aim of reducing friction for customers while maintaining appropriate safeguards.

Questions or concerns

If you have questions about fraud checks, feel unsure about a request for information, or have concerns about how a matter has been handled, we encourage you to contact us. We are happy to explain our approach and address any concerns.