Episode 8 Claimed and Shamed


Episode 8

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Transcript


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Insurance fraud in the UK has hit epidemic levels.

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It's costing us over £1.3 billion every year.

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That's almost £3.6 million every day.

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Deliberate crashes, bogus personal injuries,

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even phantom pets.

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The fraudsters are risking more and more to make a quick killing

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and every year it's adding over £50 to your insurance bill.

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But insurers are fighting back,

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exposing 14 fake claims every hour.

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Armed with covert surveillance systems...

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That's the subject out the vehicle.

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..sophisticated data analysis techniques...

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..and a number of highly skilled police units...

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Police! Don't move, stay where you are!

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..they're catching the criminals red-handed.

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Just don't lie to us.

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All those conmen, scammers

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and cheats on the fiddle are now caught in the act

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and claimed and shamed.

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Today, a serial fraudster lashes out when he's confronted...

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..Ifed investigates a coachload

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of questionable personal injury claimants...

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Driver of the coach witnessed them running across the dual carriageway

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and hurdling the central reservation. So, it would seem

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that their injuries were not as they had claimed.

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..and a claim is put on hold

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when insurers track down two phones that were supposedly lost.

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We identified that the exact same claimant was advertising

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the exact same phones on an online marketplace site.

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Insurers are fighting fraudsters on every front.

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Some of the most effective weapons in their arsenal

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are specialist consultants,

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like Tara Shelton of I-cog.

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Prior to starting up the business, I was a police officer for 15 years.

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Prior to that, and during that period, also studied psychology.

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And within the specialism of the police I was a hostage negotiator.

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Drawing on her unique background,

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she uses techniques that identify fraud more swiftly than normal.

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We definitely do have the edge when it comes to the fight against fraud

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by combining these unique skills.

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With Tara on the case,

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the net is closing in on those who seek to abuse the system.

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I think it's quite common for those that are claiming fraudulently

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to see insurers as easy prey.

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And I think it's also important to note

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that we are probably their worst nightmare.

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One of Tara's most memorable cases

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was when she was brought in to work on a claim from Sahardid Hussein.

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He'd been robbed of gadgets, including a camera

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and iPad, whilst on holiday.

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Mr Hussein had made a claim that he was approached from behind

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by a male while walking in a park in Croatia.

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That the male had robbed him of all of his goods and then run off.

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However, when the claim was actually presented, there was another policy

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that he had claimed against six months previously

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with exactly the same information.

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But this was in London.

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It was actually a member of staff in a small broker firm that spotted it,

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just by chance. Just by chance.

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What gave the game away was that the insurers concerned were both

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underwritten by the same company

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and that allowed the claims to be linked.

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In Mr Hussein's mind, he was making two separate claims

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through two different insurance companies when, in fact,

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the common thread was it was underwritten by the same company.

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And the method of both of his claims were exactly the same -

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that he was approached by a male from behind

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who had robbed him of all his goods.

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The items he was claiming for were exactly the same.

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The chance of that happening six months apart

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in two different countries is exceptionally slim.

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They suspected they had a fraudster on their hands

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and Tara's expertise was called on.

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The intelligence profiling highlighted a transient individual

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who moved from place to place as a tenant.

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Who was being pursued by debt collectors, who was taking out

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a large number of insurance quotations

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which didn't suit his lifestyle.

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And who gave information to the insurers, such as an occupation type,

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that we couldn't substantiate.

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Tara had done her homework on Hussein

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and her next move was to ring him.

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The call was where she unleashed her battle plan.

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RINGING TONE

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The plan was always that the call would have two halves.

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So, the first half would be

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psychologically understanding Mr Hussein.

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Psychologically being onside with Mr Hussein.

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The second half of the call, which was just in a mature, adult fashion,

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attempted to discuss the concerns that we had with the claim.

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The way he answered my questions had no depth.

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Mr Hussein failed dismally at satisfying me that he was there

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at that place at that time.

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Having achieved her first aim,

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it was at this point that Tara switched to the second part

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of her strategy and informed him of the concerns surrounding his claim.

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He immediately became quite volatile, aggressive,

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rude and, psychologically, was severely backed into a corner.

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The real skill with implementing this is making the fraudster

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think that they have control.

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But they have control because I want them to think they have it.

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I actually have control.

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And, so, therefore, when it's flipped on its head,

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it becomes evidently clear that they actually have been detected.

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He did make several comments one was, which, "I have no fear,"

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because he actually was in such denial at his addiction

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of claiming fraudulently that he believed his own lies.

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The aggressive sabotaging behaviour

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might have worked on others but not Tara.

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She kept up the pressure and eventually Hussein broke.

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But even that was a lie.

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Eventually, he admitted to 22 frauds with different insurers.

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He'd travelled Europe with his con.

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From Croatia...

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..to Romania...

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..to Madrid.

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In my mind, I was of no doubt that he was just admitting

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the bare minimum, based on the information I had.

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But Mr Hussein wasn't prepared to go down without a fight.

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And staged a last-ditch attempt to talk, or rather sob,

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his way out of trouble.

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Mr Hussein called me, crying, admitting that he had committed fraud

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and, essentially, asking me for take mercy on him.

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Did I believe him, that he was remorseful? No.

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Did I believe that he'd only committed the offences

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he admitted in that call?

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No.

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It was obvious to all that these were crocodile tears

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and the file on Mr Hussein was passed to the police.

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Tara's work was done.

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Or so she thought.

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I think with Mr Hussein being

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so predatory it was a case that really stuck in my mind.

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I just happened to be with a client a month or so later

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and I just said, "Can you just check this name for me?"

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And they said, "Oh, we've got three claims and he's just phoned up

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"a minute ago screaming and shouting at us, asking where his money is."

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With Tara listening in, the client called Mr Hussein back.

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They just asked if my name meant anything to him.

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The phone went completely silent and he hung up.

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DIAL TONE

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In my opinion, Mr Hussein has a severe addiction

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to fraudulently claiming against insurers.

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But Tara had stopped him in his tracks.

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And, ultimately, his addiction landed him in jail.

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The police had more than enough evidence

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to mount a successful prosecution.

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And he was sentenced to 13 months in the slammer.

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Still to come - a personal injury claim falls over

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when the claimants fail to get their story straight.

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All three individuals were telling us different things.

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One of them said that they were in a van at the time of the collision,

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where it was clearly a car that was being claimed for.

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And a caller uses bully-boy tactics to try and force through a claim.

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In January 2012,

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the police joined the fight against insurance fraud

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by forming an elite squad known as Ifed,

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the Insurance Fraud Enforcement Department.

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Ifed deal with a wide variety of insurance fraud offences.

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From serious crash for cash, to household fraudulent claims,

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we are responsible for bringing insurance fraudsters to justice.

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They've made over 660 arrests

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and have saved millions of pounds in fraudulent insurance claims.

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Money which, ultimately, goes back in our pockets.

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From now on, fraudsters need to watch their backs.

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Insurance fraud isn't easy money, it has risks and consequences.

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You could get a criminal conviction and you can go to jail.

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Police! Don't move, stay where you are.

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One of the most common insurance frauds in the UK involves

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faked whiplash injuries sustained in road traffic collisions.

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Insurers and the police are now working together to put

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the brakes on these types of claims.

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Ifed's Detective Sgt Mark Forster investigated one such case

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featuring a huge number of suspects.

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The claim involved a coach crash

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and 35 claimants from that coach, all who were claiming personal injury.

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I believe the insurance company had a reserve on all of the claims

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together at around £150,000.

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According to the claimants, they were travelling by coach

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to a dog track when they were rear-ended by a car...

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..causing them serious whiplash-type injuries.

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The car driver accepted responsibility

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and the claims were made against his insurers.

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They contacted the coach driver to get his side of the story.

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And, almost immediately, alarm bells started to ring.

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What concerned the driver was the fact that he didn't feel an impact

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and that he was alerted by passengers sitting on the back-seat.

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He was confused as to how they knew there had been an impact

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when there was an advertisement on the back window

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and you couldn't physically see out of the back of the coach.

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It was almost as if they were expecting it

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and knew it was going to happen.

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It seemed strange that 35 people could have been badly injured

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from an impact that he hadn't even felt.

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And further doubts were raised by the behaviour of the claimants

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immediately after the alleged collision.

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All of the males decided that they wanted to go back to the pub

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and didn't want to continue to the trip that they had

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arranged at the local dog track.

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Driver of the coach witnessed them all

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running across a busy dual carriageway

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and hurdling the central reservation to run back into that pub.

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So, it would seem that their injuries were not as they had

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claimed at the time.

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The insurers strongly suspected that a large-scale fraud was being

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attempted so they declined the claim and referred the case to Ifed.

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An investigation was launched into the suspected ringleaders.

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We looked at Ben Carberry, we knew he was responsible

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for booking the dog track and also booking the coach on the night.

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We looked at Liam Gray and we looked at Kevin Hamilton,

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the driver of the other vehicle.

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We could see there was a definite link between all three males.

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They were ringing one another, texting one another,

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one or two hours before the collision and afterwards, that evening.

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Ifed was convinced that they were dealing with fraud

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on an almost industrial scale.

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Mark and his colleagues moved in to arrest Carberry and Gray,

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starting at the property of a relative of Gray,

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which they believed was his home address.

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KNOCKING

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Police! Come down.

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-Is Liam here?

-Liam?

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-No?

-Maybe.

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It seemed that they had drawn a blank

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but Ifed officers aren't easily discouraged.

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At the end of the day, we need to speak to him.

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We'll catch up with him sooner or later.

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Basically, we've gone into the address,

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all our checks showed that he was still living there.

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She's saying he's not living there, he doesn't live there.

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Still to come, Mark's persistence pays off

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when he eventually finds one of the suspects

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holed up in a toilet.

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Does he often hide in your en-suite?

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It must be a bit scary for you when you come in at night.

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No-one enjoys being office bound,

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so it makes a nice change to hold a meeting off-site.

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Feeling chipper, a man insured with Assurant Solutions decided

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to host a high-powered business meeting in a fast-food restaurant.

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What happened next left a nasty taste in his mouth.

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Andy Morris works for the insurers involved.

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This particular claim, our agents received notification that

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the claimant had lost

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two mobile phones and a wallet.

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With the loss of these phones worth almost £1,000,

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it was far from being a happy meal

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but his insurance policy meant he could put in a claim.

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During the initial call,

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he explained that both phones had gone missing from the same pocket.

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Our agents are trained to treat customers fairly,

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so, despite our concerns and our fraud triggers questioning

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the size of the claimant's pocket, we processed the claim.

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But if he thought he could pocket an easy pay-out, he was wrong.

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Following standard procedure,

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his previous insurance history was analysed.

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In this case, the claimant had had two very recent,

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successful claims for high-end smartphones.

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That was one of the key triggers in this case.

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It seemed that the businessman had something of an appetite for insurance claims.

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Meanwhile,

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he was trying to pressurise the company into a quick pay-out.

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Assurant Solutions launched an investigation

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to look into the circumstances of his claim more closely.

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The claimant told us that they had gone to the restaurant manager

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and asked if anybody had handed the phone in and they left their details.

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Sounds reasonable, apart from the fact that it didn't happen.

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When we checked and telephoned the restaurant,

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there was no such evidence or no such record.

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And further enquiries threw up more question marks.

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During this time, we identified that the exact same claimant

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was advertising the exact same phones on an online market place site.

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This wasn't a case of crossed lines, these were, beyond doubt,

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the two phones in question.

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We identify each of the phones through a unique identification number

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and we were able to prove that the two phones that were being

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sold and advertised on the market place were the very two phones

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that the claimant was claiming for that had disappeared from his pocket.

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The insurers simply weren't prepared to swallow the story

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that the phones had been lost.

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So we contacted the customer when we identified that

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he was attempting to sell the phones that he was claiming for.

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Quite clearly, it is a serious indication of fraud at this time

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and the claimant claimed that he was selling

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the phones on behalf of his brother and immediately withdrew the claim.

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In the face of the evidence against him, the businessman

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realised that he had bitten off more than he could chew.

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Whilst it is amusing that somebody is concocting a story

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that goes beyond the realms of belief and possibility,

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actually this costs the industry £2 billion a year.

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People making fraudulent claims around smartphones

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and devices is nearly £1 billion.

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Come winter time, the bad weather makes our streets treacherous.

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Around 6,000 road traffic collisions are thought to be caused by snow

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and ice annually, making it a busy time of year for motor insurers.

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Sarah Hill from insurance lawyers BLM dealt with a claim

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from an icy accident.

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This was a family affair claim.

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This was a road traffic accident where a mother was driving

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the vehicle, she was turning right, she lost control in the snow

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and collided with the fence on the corner property.

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She had two passengers,

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her daughter and a cousin, in the vehicle at the time of the accident

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and they both sustained injuries as a result of the impact with the fence.

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Initially, given the weather conditions,

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the circumstance of the accident looked very plausible indeed.

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It wasn't until the statements started to come in from the driver

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of the vehicle, mother, and from the other two passengers

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that there were some clear inconsistencies in relation

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to the circumstances surrounding the accident.

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Anyone who has been in an accident knows how serious it is,

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so you would expect all three accounts to be the same,

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but in this case they couldn't even agree on the basics.

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In particular, one of the passengers had said that the vehicle had hit a wall,

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whereas the driver was saying that the vehicle had hit a fence.

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This inconsistency made a big impact on the insurers

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and they decided to put the claim on ice

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while an investigator was appointed to take detailed statements.

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Yet more discrepancies were revealed to the point

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where serious doubts began to creep in.

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All three individuals were telling us different things at different times.

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One was saying that the accident took place at 6.30 in the morning.

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Another was saying it was 7.30 in the morning.

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One of them said they were in a van at the time of the collision

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where it was clearly a car that was being claimed for.

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Rule number one of trying to pull a fast-one on insurers,

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get your story straight.

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One of the individuals said that the vehicle had been driven from the scene.

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We know that was not correct because the owner of the property

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came out at 7am and found the abandoned vehicle in her property.

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The passengers had vanished but, thinking on her feet,

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the property owner videoed the scene and this was passed to the insurer.

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The claims were already suspicious, even before the video footage

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came in, but once that video footage had been seen it was quite clear

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that this accident, whilst had happened, the claims

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that were being presented by the two passengers clearly couldn't have been genuine.

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There was only one set of footprints in the snow

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leading away from the vehicle.

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The claimant was then informed about the content of the video

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and started to backtrack.

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The driver couldn't give any explanation

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for one set of footprints in the snow.

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It's very hard to think there's a rational explanation for one set

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of footprints unless, of course, we are suggesting that the driver

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was carrying her daughter and her cousin on her back

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from the scene of the accident.

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Wonder woman this wasn't.

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Instead, there was a much more likely reason for what had happened.

0:23:260:23:29

The inconsistencies in the evidence indicated

0:23:290:23:33

that this was a poor attempt by the claimants to cash in on injury claims for people

0:23:330:23:39

that were not present in the vehicle at the time of the accident.

0:23:390:23:43

In this particular case, when presented with the evidence

0:23:430:23:46

the individuals decided, quite rightly,

0:23:460:23:49

not to progress their claims.

0:23:490:23:51

The chances of a pay-out had totally melted away

0:23:510:23:54

and anyone thinking they could just walk away from this

0:23:540:23:56

type of claim is risking more than a frosty reception from insurers.

0:23:560:24:01

There is still a potential for those individuals

0:24:010:24:05

to be criminally prosecuted for just bringing

0:24:050:24:07

the claims in the first place because they were fabricated claims.

0:24:070:24:11

Previously, in Liverpool, Ifed's DS Mark Forster

0:24:170:24:20

was on the trail of Liam Gray and Ben Carberry -

0:24:200:24:23

two men suspected of masterminding a huge insurance scam

0:24:230:24:27

involving coach passengers claiming for injuries in an accident that never happened.

0:24:270:24:32

I believe the insurance company had a reserve on all of the claims

0:24:320:24:35

together at around £150,000.

0:24:350:24:37

Mark was being given the runaround.

0:24:370:24:41

All our checks showed that he was still living there.

0:24:410:24:43

She's saying he's not there, he doesn't live there.

0:24:430:24:46

Through various enquiries, we managed to identify

0:24:460:24:51

another address situated in the city centre of Liverpool.

0:24:510:24:56

This was where they hoped to find Ben Carberry.

0:24:560:24:59

Do you just live here on your own?

0:24:590:25:01

The Ifed team believed that Liam might be with him

0:25:010:25:03

and they immediately went to check out the flat.

0:25:030:25:06

Carberry was inside but there was no sign of Liam.

0:25:070:25:10

Where's Liam?

0:25:100:25:12

Is he in there?

0:25:120:25:13

No.

0:25:130:25:15

But he was there, hiding in an en-suite bathroom.

0:25:150:25:18

Right, you are being arrested.

0:25:210:25:24

Does he often hide in your en-suite, does he?

0:25:240:25:27

It must be a bit scary for you.

0:25:270:25:29

Have you got a mobile telephone? You'll get it back.

0:25:290:25:31

Having flushed out both suspects,

0:25:310:25:33

Mark started on the search for evidence,

0:25:330:25:36

particularly the phones used on the night of the collision.

0:25:360:25:39

He needed to categorically link the handsets to the suspects.

0:25:390:25:42

The team now moved on to the final part of the raid,

0:25:420:25:45

a search of Liam's actual home address. They didn't have to go far.

0:25:450:25:49

I'm just going down now to a flat in the same building,

0:25:500:25:54

which we know is a flat that is currently being occupied by Mr Gray.

0:25:540:26:00

Police! Hello.

0:26:010:26:03

With Liam under arrest upstairs,

0:26:030:26:05

they weren't expecting to find anyone else in the flat

0:26:050:26:08

but what they did find was more evidence in the form of driving documents.

0:26:080:26:12

This particular driving licence is in the name of a gentleman

0:26:120:26:15

who was driving the vehicle,

0:26:150:26:19

driving the car that hit the coach at the rear.

0:26:190:26:21

Though it was found in Liam Gray's flat, it belonged

0:26:230:26:26

to Kevin Hamilton and was the breakthrough the case needed -

0:26:260:26:29

the rock solid link between the two men.

0:26:290:26:31

It's nice for us because it shows the association between the gentleman

0:26:310:26:36

we have arrested today and the person who was driving the car.

0:26:360:26:40

This association strongly pointed to fraud.

0:26:410:26:44

There'd be no connection between the two parties in a genuine accident.

0:26:440:26:49

Hello. Hello, mate. Are you all right?

0:26:490:26:53

Yeah, we found a few nice bits and pieces

0:26:530:26:55

all sort of scattered on the bed so it looks like he has had a tip-off that we are coming

0:26:550:26:59

and he has rummaged through a load of stuff potentially

0:26:590:27:02

with a view of getting rid of it but he's not done too good a job by the look of it.

0:27:020:27:05

With the search completed,

0:27:070:27:09

the suspects were then taken to a local police station for interviews.

0:27:090:27:14

The raid had been a huge success

0:27:140:27:15

and eventually Mark's investigation moved to the endgame, court.

0:27:150:27:19

All three defendants, Liam Gray, Ben Carberry and Kevin Hamilton,

0:27:210:27:24

pleaded guilty to conspiracy to defraud

0:27:240:27:27

in relation to this coach crash.

0:27:270:27:30

All three defendants received

0:27:300:27:32

terms of imprisonment at Southwark Crown Court.

0:27:320:27:35

Liam Gray was sentenced to 14 months' imprisonment,

0:27:350:27:38

Ben Carberry 11 months

0:27:380:27:40

and Kevin Hamilton a four-month prison sentence.

0:27:400:27:43

These three defendants were all young men with their whole lives in front of them.

0:27:470:27:52

This one moment of stupidity in organising a fraud,

0:27:520:27:56

which was essentially for greed,

0:27:560:27:58

has potentially affected the rest of their lives.

0:27:580:28:01

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