Cyber Times International Journal of Technology & Management

The problem of insurance fraud is increasing due to the economic crisis. Thus, a growing pressure on insurance companies to effectively manage fraud is inevitable, encompassing the organization of the investigation work process, its performance and measuring the key performance indicators. However, the process also requires an interaction with potential fraudsters on a daily basis. Following the insurance companies’ goals, the present article aims to identify the main employee competencies that should be adopted by insurance companies to efficiently and effectively manage fraud in motor insurance, as most of them do not have established competencies models for its employees. The theoretical approach will clarify the basic concepts within the field of  competencies complemented by the empirical part that is focused on direct field observation of the business process as well as interviews with the employees from the observed insurance companies. We show that the employees competencies need to be upgraded and adapted considering their part within the analyzed process. Among the most relevant competencies, we identified the knowledge of  psychology (the ability to organize an informative interview, verbal and non-verbal communication skills), knowledge in organizational management (organization, work delegation) and knowledge in evidence management (ability of systematic organization of evidence, correct use of the professional vocabulary - written and spoken word).