Insurance Contingent Investigator – Remote (UK)

About the role

We are seeking experienced insurance investigators to join the Financial Ombudsman Service on a contingent, remote basis. You will independently manage a caseload of insurance complaints, assess evidence from both parties, and deliver fair decisions that impact customers and businesses.

Key responsibilities

• Investigate insurance complaints by reviewing documentation and evidence.
• Communicate with customers and businesses via phone and email to clarify facts and manage expectations.
• Produce clear, structured written decisions that explain reasoning and outcomes.
• Prioritise and progress cases to meet quality standards and productivity targets.
• Maintain accurate records and meet deadlines for each case.

Required profile

• Proven experience investigating and resolving insurance complaints with full decision‑making accountability.
• Strong knowledge of the insurance market, including motor, home, policy disputes and claims handling.
• Ability to work independently, quickly get up to speed and own outcomes from the start.
• Resilient, focused and able to handle high volumes of complex or emotionally sensitive cases.
• Excellent written communication and sound judgement for evidence‑based decisions.

Required skills

What we offer

• Fully remote working arrangement (UK only).
• Day rate of £210‑£260, paid per day.
• Structured remote training and accreditation programme.
• Ongoing support from team managers, mentors and case clinics.