Simon Glairy stands at the forefront of the insurance industry as a distinguished expert in risk management and the rapidly evolving world of Insurtech. With a career rooted in the meticulous details of forensic investigation, he has developed a reputation for navigating the delicate balance between high-tech risk assessment and the human elements of policyholder vulnerability. His work often takes him from the rugged landscapes of Northern England to international collaborations with tech developers in North America, all in the pursuit of a more transparent and efficient claims process. In this conversation, we delve into the complexities of investigating claims involving neurodivergent individuals, the tactical importance of local intelligence in occupancy disputes, and the future of bespoke case management systems designed to thwart emerging fraud trends.
When investigating claims involving policyholders with dementia or neurodivergent conditions, certain behaviors can often be misinterpreted as red flags for fraud. How do you navigate these complexities to ensure a fair and empathetic assessment?
I recently handled a case that required a two-hour drive north to Yorkshire, where the rain was coming down positively horizontal, creating some of the most difficult driving conditions I’ve faced. I was there to meet an elderly couple regarding lost jewelry in a home with no sign of forced entry, but the situation was complicated by a dementia diagnosis for one of the policyholders. To ensure we handled the matter with the necessary sensitivity, we arranged for a family member to be present to assist with our inquiries and provide a sense of security. We have been working hard to raise awareness about how character traits associated with neurodiversity or mental health conditions can often mirror traditional fraud indicators, leading to potential misunderstandings. It is incredibly difficult and often heartbreaking to establish a clear timeline with someone struggling with memory loss, as they genuinely want to help but find themselves frustrated by the gaps in their own recollection.
Fieldwork often requires a level of “boots-on-the-ground” detective work that goes beyond simple documentation. Could you describe your approach when visiting a property to verify occupancy or investigate specific damage like an escape of water?
After finishing a site visit, I might find myself heading south to investigate an escape of water claim where there are significant concerns regarding who is actually living at the property. These instructions often come in late on a Friday afternoon, requiring a quick response to get a “feel” for the premises even if the owner isn’t immediately available to meet. I make it a standard practice to speak with neighbors, as they are a fantastic source of local information and can often clarify the occupancy status of a home. In today’s world, many residents also have CCTV, which can provide definitive evidence that supports or refutes the claims being made about a property’s usage. We are seeing a marked increase in insurers requesting these forensic skills because of the seasonal rise in exaggerated or falsified water damage claims that inflate costs for everyone.
Collaboration seems to be a cornerstone of your professional life, whether it is with your local team or international partners. How does this collective intelligence improve the efficiency and accuracy of a fraud investigation?
Every Tuesday at 10 am, I hold a virtual meeting with my team members who are based all throughout the UK, which is vital for maintaining a cohesive strategy. We use this time to catch up on our weekends before diving into the specific claims on everyone’s radar, allowing us to tap into the wealth of experience across the entire group to solve technical queries. My Tuesday and Thursday afternoons are then dedicated to working with a third-party supplier and colleagues in the US and Canada to build a brand-new investigation case management system. This project is particularly exciting because we are designing it specifically for our own needs, which will ultimately speed up our investigations and allow for much greater efficiencies across the board. We even held a demo on Wednesday morning to get honest feedback from the team, and the positivity and new ideas generated there were immediately fed back to the project developers.
You place a high value on education and sharing fraud awareness with the wider industry. What are the most critical trends you are currently highlighting to insurers and brokers to help them protect genuine customers?
I spend a significant portion of my week preparing presentations for clients because I believe that the more knowledge we share with insurers and brokers, the better we all become at tackling fraud. By highlighting emerging trends, such as the seasonal issues surrounding escape of water claims, we can help our partners spot red flags earlier in the process. This proactive approach is essential for protecting genuine customers from the burden of inflated premiums caused by deceptive practices. When I am on the 8 am train to London for industry conferences, I use that time to network and discuss the broader claims landscape with other experts in the field. These discussions, whether in a formal presentation or over a working lunch, are crucial for ensuring that the entire industry remains vigilant against evolving fraud tactics.
Maintaining a balance between high-stakes investigations and personal well-being is vital for long-term success. How do you structure your daily routine to stay sharp and ready for the challenges of the week?
My routine often starts as early as 5 am when my 12-year-old black Labrador, Foss, wakes me up for his breakfast before he retreats back to one of his three beds for a nap. By 6 am, I am usually out for a three-mile march in the dark and cold with a friend, which is the perfect way to get the blood pumping and prepare my mind for the day ahead. After the “long commute” up the stairs to my home office, I find that the physical activity from the morning helps me stay focused through hours of virtual meetings and system development. On days when I’ve been traveling extensively, like my recent trip home from London where I didn’t arrive until 8 pm, I rely on my evening yoga classes to help me decompress. It is that balance of physical activity and professional discipline that allows me to handle the varied and interesting challenges that each new week brings.
What is your forecast for the evolution of insurance fraud detection over the next few years?
I believe we are entering an era where the integration of bespoke technology and human forensic expertise will become the industry standard for fraud prevention. The system we are currently developing, which we demoed to the team this past Wednesday, shows that investigators want tools that are tailored to the specific nuances of their daily work rather than generic solutions. As we look toward our next face-to-face training session in March, I expect to see an even greater emphasis on sharing real-time data across borders to catch international fraud rings. Ultimately, the goal is to create a more transparent landscape where forensic skills are used not just to catch bad actors, but to provide a smoother and more empathetic experience for vulnerable policyholders who find themselves in the middle of a claim.
