Key Highlights
* Make a real difference protecting genuine customers by tackling suspicious first‑party claims in line with our Claims Philosophy.
* Supportive counter‑fraud community using modern tools and insights, with coaching and learning.
* Hybrid working: 80% home / 20% office aligned to the Bristol Regional Service Centre.
About the Role
As a Counter Fraud First Party Claims Handler, you will manage a portfolio of suspicious first‑party claims across product lines, using your investigative approach, counter‑fraud tools and technical expertise to identify and address potential fraud while ensuring genuine claims are handled with care and integrity. We expect you to collaborate with internal teams, NFU Mutual agents and stakeholders, keeping them informed throughout the claim journey and sharing insights that raise fraud awareness across the business.
Responsibilities
* Manage a portfolio of suspicious first‑party claims.
* Apply investigative tools, legislation, case law and intelligence data to identify and address potential fraud.
* Ensure genuine claims are handled with care, fairness and regulatory compliance.
* Collaborate with internal teams, agents and stakeholders, keeping them informed throughout the claim journey.
* Progress recoveries, enforce sanctions and resolve or escalate complaints in line with policy.
* Co‑create and share fraud‑awareness insights to strengthen best practice and support the Claims Counter Fraud Strategy.
Qualifications
* Motor or property insurance claims handling experience.
* Experience in insurance fraud investigation and the ability to identify and manage suspicious activity.
* Good understanding of end‑to‑end insurance claim processes.
* Sound decision‑making through to closure of claims.
* Excellent customer service skills.
* Up‑to‑date knowledge of FCA regulatory landscape.
* Ability to prioritise effectively, own decisions and apply regulatory standards for policy compliance.
Benefits
* Salary up to £38,000 + 10% annual bonus.
* Contributory pension scheme, up to 20% (including 8% employee contribution).
* 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme.
* Family‑friendly policy.
* Access to savings at high‑street brands, travel and supermarkets.
* £20 contribution to a monthly gym membership (subject to T&C).
* Health & wellbeing plan – cashback for dentist, optician, physiotherapy, etc.
* Voluntary benefits including health assessments, private medical and dental insurance.
* Employee volunteering – one day a year.
* Refer a Friend £500 bonus scheme.
* Life assurance coverage of 4× salary.
* Employee discounts of 15% on NFU Mutual insurance policies.
* Salary sacrifice employee car scheme (subject to eligibility).
NFU Mutual is an equal opportunity employer, welcoming applications from people of all backgrounds.
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