Insurance stakeholders’ perceptions on effectiveness and usage of fraud detection and prevention techniques in motor insurance sector

Abstract

This study aimed to establish insurance stakeholders’ perceptions on effectiveness and usage of fraud detection and prevention techniques in Kenyan motor insurance sector. It also sought to establish the organizational factors’ influence on usage of fraud detection and prevention techniques in Kenyan motor insurance sector. The study utilized structured questionnaires on a sample of 384 respondents that comprised of the employees, insurance brokers, motor valuers and insurance agents. Descriptive statistics comprising of averages and ranking method was used to assess the perceived effectiveness and usage of the anti-fraud techniques. Spearman’s rho correlation analysis was to assess the organizational factors that influence the perceived usage of the anti-fraud techniques. Friedman’s test was used to assess if significant variation existed in the views of the insurance stakeholders on the effectiveness and usage of anti-fraud techniques. The findings established that the most effective anti-fraud techniques were proper due diligence on customers, insurance fraud investigators, evaluation of insurance policies and claims, Integrated Motor Insurance Database System and claims assessment. Furthermore these most effective anti-fraud techniques were perceived to be least used. Significant variation based on the views of the respondents was noted on the effectiveness of due diligence on customers and the Integrated Motor Insurance Database techniques. Lack of a dedicated audit committee and adherence to fraud policy influenced the lack of usage of the anti-fraud techniques. The main limitation of the study was a fairly low responses rate and the exclusive use of questionnaires. Future studies should focus on assessing the effectiveness and actual usage of these techniques in the Kenyan public sector. They should also consider using secondary data to assess the influence of organizational factors on the usage of anti-fraud techniques.