IAG Fraud Busters - Unmask the Deception
Our Client
IAG
What We Did
Fraud Busters - Unmask the Deception Challenge
'We helped IAG educate their staff on how to avoid fraud'
Synergy Health partnered with IAG to create the ‘Fraud Busters – Unmask The Deception’ challenge. Delivered within the ‘Thrive’ wellbeing platform in late 2023, the challenge was specifically designed to meet the requirements of IAG, and to help their employees learn more about fraud awareness.
As technology changes it brings an increasing variety of risks. Fraudsters and scammers can leverage technological enhancements and human nature to defraud. In Australia 2022-23, 8.7% of persons (1.8 million) experienced card fraud. 2.5% of persons (514,300) experienced a scam. 1.0% of persons (199,100) experienced identity theft.
A study by Netsafe in New Zealand showed in 2023 17% lost money to scams, with an average loss of NZ$3,165 amounting to a staggering NZ$2.05 billion lost nationally. It's alarming to note that scams account for 0.5% of New Zealand's GDP, highlighting a pressing concern for the nation's economic health. Worldwide in 2020, romance and dating scams alone cost $218 million – an average loss of $17,661 per victim.
The aim of the ‘Fraud Busters’ challenge is to question what we know about fraud, how to identify fraudulent activity, whether we can tell fact from fiction, and how to keep ourselves safe from these types of crimes at home and at work.
IAG participants engaged in a variety of tasks; challenges, quizzes, team activities and fact-finding missions relating to everyday life occurrences. Here’s how they got on.
The Goal
Delivering a unique challenge, custom-built for the specifics of IAG, the goal of ‘Fraud Busters’ was to highlight, educate and demonstrate.
No matter how much we know about fraud, the fraudsters are unfortunately continually using new techniques, and relying on human ‘weaknesses’, such as love, care, and trust, to commit crimes. By breaking down the types of fraud, and actions that can lead to fraud, participants were challenged to increase their knowledge and understanding around the ever-increasing methods of fraud.
The Process
IAG and Synergy Health worked together to design and deliver ‘Fraud Busters’ to appeal to and engage its entire workforce, across all business units, regions, and countries of operation. The challenge took place over a five-day working week.
As fraudsters are increasingly active and developing new techniques, the process of identifying and understanding risks becomes more important. Through a variety of thought-provoking daily tasks and challenges, new and developing fraudulent activities were highlighted. Equally highlighted were the impacts of the Covid-19 pandemic, the rise of artificial intelligence, misinformation, and common identity theft.
Broadening Knowledge
Participants began the challenge by broadening their knowledge on what types of fraud exist. This was done via real-life examples mixed with highly possible fraudulent examples, delivered in the form of news stories, photos, cryptic clues, code breaking, and multiple-choice fact-or-fraud questions.
From a combination of simple word searches through to deeper thinking, participants became familiar with terms such as vishing, phishing, and pig butchering.
Protecting Against Fraud
Alongside gaining a greater understanding of fraud types, IAG employees also learned more about being a potential target of fraud. This was highlighted by raising awareness on how trusted companies, government agencies, and even the internet do and don’t operate – how they will and won’t contact you, what they won’t ever ask you for, what certain search results or hyperlinks may mean or not mean.
In turn, these understandings helped to raise awareness of how a seemingly everyday occurrence, transaction, conversation, email, message exchange or phone call can be potentially looking to defraud.
Participating in the fraud buster quiz as a team of five was a highly beneficial experience. It fostered camaraderie as we collaboratively tackled fraud scenarios. The quiz encouraged open discussions, allowing diverse perspectives to enrich our understanding. The team format enhanced problem-solving skills, requiring collective analysis and strategy. Overall, the experience instilled a shared responsibility for fraud detection, emphasizing the importance of a united front.
IAG Key Contact
Job Title
- IAG
"This challenge has raised our awareness of fraud as nowadays there are so many different ways for scammers to gain our details or even sensitive information of a business unit. We should always be alert of who we come into contact with and verify for any inconsistency in the content. Thank you so much for organising a great journey for us".
Participating in the fraud buster quiz as a team of five was a highly beneficial experience. It fostered camaraderie as we collaboratively tackled fraud scenarios. The quiz encouraged open discussions, allowing diverse perspectives to enrich our understanding. The team format enhanced problem-solving skills, requiring collective analysis and strategy. Overall, the experience instilled a shared responsibility for fraud detection, emphasizing the importance of a united front.
The Outcome
Overwhelming, IAG participants recorded strong and favourable feedback for ‘Fraud Busters’.
Engagement levels were high throughout the week-long challenge, and targets for participation from multiple business units and locations were met. Reasonings for participation were cited as motivations to learn and be part of a team, as well as enjoyment of quizzes and the ability to win prizes.
Themes of having fun, interacting, and collaborating with teammates were strong across received feedback. Being competitive and wanting to learn and further knowledge in their workplace and career equally came across as motivations.
The quiz sections were regularly used during team meetings, and also enjoyed as taking part in something at work that wasn’t work. New team members enjoyed the chance to get to know their colleagues to a greater level, and senior management participation numbers were also good.
Goal: To educate
99% of participants said they learnt more about fraud awareness by participating in the challenge
Goal: Employee engagement
96% of participants reported that participation in this challenge provided them with an opportunity to engage more with some of their colleagues, either virtually or in person
Outcome: Would recommend to others
100% of participants said that they would recommend Fraud Busters - Unmask the Deception to their colleagues
Rating: 4.8 out of 5 stars
When asked how participants would rate Fraud Busters - Unmask the Deception, participants gave an overall rating of 4.8 out of 5 stars
Amongst the learnings were:
- New technology and tactics being used
- How to look deeper into everyday occurrences
- Increased self-awareness
- Practical tools to check authenticity
- The potential dangers of artificial intelligence
- Improved dynamics within work teams
- Thrive challenges are a big win for IAG employees
- A one week-long challenge isn’t long enough
- Workplace activities and learnings can also be fun!
-
“Great way to get everyone together to do something fun at work while also addressing a very serious topic that is severely impacting our industry.”
Team Member
IAG -
“A fun collaboration with another employee outside of our team and lots of fun and interesting information.”
Team Member
IAG -
“There are new members in our team, so it was a good opportunity to come together daily and at the same time bring fraud risks to the forefront of our thinking.”
Team Member
IAG -
“We love THRIVE challenges as a team.”
Team Member
IAG -
“Loved this challenge. I got to know about different types of scams/frauds happening around the world and how to stay safe and avoid these scams.”
Team Member
IAG -
“Absolutely enjoyable and entertaining.”
Team Member
IAG -
“This was brilliant - very engaging, we loved it thank you!”
Team Member
IAG -
“You've done it again and we're loving it for sure! :)”
Team Member
IAG -
“I like participating in these activities with my team because it inevitably has us connecting at some point of the day on something that is not work related and have fun while doing it.”
Team Member
IAG -
“Amazing content, not just insurance specific.”
Team Member
IAG -
“Definitely didn't realise how many scams are out there and how real some of them appear to be.”
Team Member
IAG -
“Same colleagues, different dynamic.”
Team Member
IAG -
“Please provide more of these types of activities. Great team bonding and fun learning experiences.”
Team Member
IAG -
“Thank you for putting together this amazing challenge! Can't wait for next year!”
Team Member
IAG