Referral Investigation Assistant -Exciting Opportunity (Apply Now)

The Role 

As a Referral Investigation Assistant within our Technical Services team, you’ll play a key role in investigating and validating complex or non-standard home insurance cases.

You’ll combine customer communication, detailed investigation work, and collaboration with internal teams to ensure policies are accurate, risks are properly assessed, and outcomes are fair for both the customer and the business.

Key Responsibilities

Customer & Stakeholder Interaction

• Handle inbound and outbound calls relating to policy queries, building works, and investigations
• Gather accurate information from customers and communicate outcomes clearly and professionally
• Manage sensitive or challenging conversations with empathy and confidence

Investigation & Validation

• Review and validate home insurance policies to ensure they meet underwriting standards
• Investigate discrepancies or potential misrepresentation through full case reviews
• Assess disclosures and ensure policies accurately reflect customer risk

Case Management & Systems

• Maintain accurate and detailed records across systems and workflows
• Manage multiple cases simultaneously, ensuring all actions and updates are tracked
• Monitor referrals and reports to ensure timely follow-up

Performance & Delivery

• Take ownership of your workload, ensuring SLAs, deadlines, and quality standards are met
• Deliver strong customer outcomes while reducing complaint risk
• Work proactively to resolve issues and drive cases to completion

Compliance & Risk Awareness

• Ensure all investigations and communications are fair, compliant, and aligned with company policy
• Identify and escalate high-risk or complex cases appropriately
• Stay up to date with products, processes, and regulatory expectations

Continuous Improvement

• Identify opportunities to improve processes and customer journeys
• Contribute ideas to enhance efficiency, accuracy, and service delivery

Key Attributes for Success

Organisation & Time Management
Ability to prioritise effectively and manage multiple cases in a fast-paced environment

Attention to Detail
Strong accuracy across investigations, systems, and customer communications

Problem Solving
A solution-focused mindset with the ability to assess complex situations

Communication Skills
Confident and clear communicator, both written and verbal

Handling Difficult Conversations
Comfortable managing sensitive discussions with professionalism and empathy

Ownership & Initiative
Self-motivated with the ability to take full ownership of cases from start to finish

Team Collaboration
Works well within a team, contributing to shared goals and success

Policy Expert – Senior Motor Underwriter 

🚀Are you ready to transform the insurance industry?

Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience.

Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor, and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013. 🏆

Hear from our team about what it's like working at Policy Expert ✨

What you’ll be doing:

You will play a key role in the profitable growth of Policy Expert’s motor portfolio by utilising your knowledge and experience, allied with internal and external data, to identify opportunities and mitigate threats.

Key Accountabilities

• Significant input into the personal motor risk selection criteria
• Responsibility for footprint management – identifying opportunities and strategies for profitable growth, and mitigating threats to performance
• Maintenance and development of core underwriting data, for example, the vehicle file
• Analysis of internal and external data to aid account performance
• Supporting the development and learning of less experienced team members
• Provide technical underwriting support to customer service, fraud, and claims teams by delivering training
• Operate as a key decision-maker for complex cases escalated to the Motor Underwriting team
• Support the underwriting governance and compliance framework by providing an audit function to ensure that devolved authority and decisions made by operational teams are technically accurate and appropriate.
• Provide technical expertise for the development of policy wordings and other documentation
• Support the Head of Underwriting and Motor Underwriting Manager, and deputise for them as appropriate

Role Dimensions

• Products: Policy Expert Motor portfolio
• New and renewal business
• Key relationships –
  • Pricing team
  • Product Management team
  • Counter Fraud team
  • Senior Claims team
  • Compliance Department
  • Analysis, Tech, Marketing, Finance teams
  • Operational/Customer Service team
  • External suppliers (e.g., data providers, capacity providers)

Authority Levels

• Extensive authority on risk selection & acceptance, policy interpretation, and voidance & indemnity (including ex gratia) decisions in line with your experience and knowledge

Key Performance Indicators

• Loss ratio and claim performance (to the overall portfolio and targeted segments)
• Segment/profile mix
• UW footprint optimisation metrics
• Internal (operational) SLAs

Who are you: 

• Min 3 years’ experience in technical underwriting of Personal Motor products.
• Detailed understanding of the personal lines motor market, risk trends, and products
• Strong appreciation and understanding of risk
• Fluency with data analysis tools such as PowerBI and Excel, and familiarity with Pricing tools such as Radar
• Strong communication and influencing skills – comfortable presenting to senior stakeholders
• Team player, but with the initiative to work alone on projects as required
• Excellent numeracy & literacy skills

Benefits:

📍 This role will be based in our London office in a 50/50 Hybrid mode.

💸 We match your pension contributions up to 7%

🏥 Private medical & Dental cover

📚 Learning budget of £1,000 a year + Study leave (with encouragement to use it)

😁 Enhanced maternity & paternity 

🚉 Travel season ticket loan

🎟️ Access to a wide selection of London O2 events and use of a Private Lounge

🌈 Employee Wellbeing Programme

🚪 Prayer room in Office

What We Stand for and Next Steps

 “We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment.” 

At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.

We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.

Useful links:

Glassdoor | Trust Pilot