RACQ Investigations Unit makes global impact
RACQ Manager Counter Fraud and Investigations Glenn Rowe leads a specialised Investigations Unit, whose job entails detecting and preventing insurance fraud.
Claims padding, staged accidents, ghost brokers, application fraud, complicit third-party fraud, false personal injury claims and ad spoofing are all terms you may not hear every day.
For Glenn and his team, these are some of the most common types of insurance fraud and it is their job to detect them.
As technology evolves, so too do methods for scams and fraud, which is why it’s important for organisations like RACQ to be on the front foot providing education to members on how to be more vigilant, while ensuring their business is protected.
By closing system vulnerabilities and deterring future fraud, RACQ reinforces trust within its membership and stays committed to delivering fair outcomes that benefit the entire community.
Earlier this year, RACQ’s Counter Fraud and Investigations Unit was listed as a finalist for Intelligence Group of the Year at the Australian Institute of Professional Intelligence Officers Annual Awards Scheme.
Glenn said it was a huge achievement for his team to be nominated in this category.
“I’m incredibly proud of the work our small team does and to receive industry recognition is an honour,” Glenn said.
“Our members are at the core of everything we do, and it has been our goal to develop a centre of excellence at RACQ that protects their interests.”
Receiving high praise isn’t a new phenomenon for the Club’s Investigations Unit.
In 2023, the team received IAATI’s award for Investigations Team of the Year for their work alongside Google to combat search engine ad spoofing.
The scam targeted people involved in genuine motor accidents by designing a ‘click to call ad’ on the internet which appeared to belong to RACQ but diverted to an overseas call centre.
“It was great to work directly with Google in San Francisco last year to change how ads were represented on mobile search engines,” he said.
“This initiative had a worldwide effect for the insurance industry, reducing the ability of fraudulent accident management companies to impact genuine consumers.”
Glenn said the core focus of his team is protecting the Club’s 1.7 million members, which means adapting to prevent new types of fraud and joining forces with those in the wider insurance industry.
“We are looking forward to working with more industry partners this year, like the Insurance Council of Australia to detect and prevent organised fraud,” Glenn said.
“RACQ has a really innovative approach to how we detect insurance fraud and this helps to detect and prevent fraud, whilst continuing to optimise our processes as fraud evolves.”
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Insurance products (excluding Travel Insurance) are issued by RACQ Insurance Limited ABN 50 009 704 152 (RACQ). Conditions, limits and exclusions apply. This is general advice only and may not be right for you. This information does not take your personal objectives, circumstances or needs into account. Read the Product Disclosure Statement (PDS) and any applicable Supplementary PDS before making a purchase decision on this product. You can also access our Target Market Determinations on this website.
Banking and loan products issued by Members Banking Group Limited ABN 83 087 651 054 AFSL/Australian credit licence 241195 trading as RACQ Bank. Terms, conditions, fees, charges and lending policies apply. This is general advice only and may not be right for you. This information does not take your personal objectives, circumstances or needs into account. Read the disclosure documents for your selected product or service, including the Financial Services Guide and the Terms and Conditions, and consider if appropriate for you before deciding.
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RACQ Operations Pty Ltd (ABN 80 009 663 414 AR 000234978) and Members Travel Group Pty Ltd (ABN 45 144 538 803 AR 000432492) are acting as an Authorised Representative of the issuer of the insurance, Tokio Marine & Nichido Fire Insurance Co., Ltd. (ABN 80 000 438 291 AFSL 246 548). Any advice set out above is general in nature only, and does not take into account your objectives, financial situation or needs. Before purchasing any travel products, please consider the RACQ Travel Insurance Product Disclosure Statement (PDS) and the Target Market Determinations (TMDs) that apply to these products. Whilst the PDS outlines the Terms and Conditions of these products, the TMDs outline the intended class of customers that comprise the target market for these travel products. This will allow you to consider which products best suit your objectives, financial situation and needs and consider the products appropriateness to your personal circumstances. TMDs also outline matters involving the distribution and the review of these products. The PDS, Supplementary PDS and TMDs for each travel product can be found here.