Counter Fraud First Party Claims Handler
Region: South West
Location: Bristol
Contract type: Permanent
Reference number: CSDI04392
Working pattern: Full-time (Part-time hours considered)
* Make a real difference by protecting genuine customers while tackling suspicious firstparty claims in line with our Claims Philosophy.
* Join a supportive counter‑fraud communityandwork with modern tools, share insights, and grow through coaching and learning.
* Hybrid working: 80% home / 20% office, aligned to our Bristol Regional Service Centre.
About the role
Protect what matters and join a trusted insurer dedicated to safeguarding customers and combating fraud. As a Counter Fraud First Party Claims Handler, you’ll manage a portfolio of suspicious First Party claims across product classes, 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. You’ll work collaboratively with internal teams, NFU Mutual Agents and other stakeholders, keep people informed throughout the claim journey, and share insights that raise fraud awareness and strengthen best practice across the business.
As a First Party Claims Handler, you’ll manage a varied portfolio of first party claims across Motor and Property product lines, using sound judgement to reach prompt, fair outcomes. You’ll work within your authority and best practice; balancing indemnity spend with exceptional service and regulatory requirements.
You’ll apply effective investigation strategies by drawing on legislation, case law, counter‑fraud systems and intelligence data to protect NFU Mutual and our customers. You’ll keep all stakeholders informed, progress recoveries and any necessary sanctions/enforcement, and resolve or elevate complaints in line with policy.
Collaboration is central to the role. You’ll build strong internal and external relationships and share insights with colleagues by coaching and raising fraud awareness to support our Claims Counter Fraud Strategy.
Internally this role is known as " CV First Party Claims Handler"
About you
You’re someone who puts customers at the heart of everything you do, communicating clearly, openly and with empathy to build trust from the very first conversation. Curious and inquisitive, you naturally seek to understand the full picture by asking thoughtful questions and exploring the detail so you can form well reasoned decisions. You stay adaptable when situations change, adjusting your approach with confidence whilst keeping a focus on what genuinely matters for the customer.
You work collaboratively, building positive working relationships with a wide range of stakeholders and keeping them engaged throughout the claim journey. Your strong organisational skills mean you can prioritise effectively, even when balancing a busy caseload, and you’re comfortable taking ownership of decisions in line with policy, best practice and regulatory standards. With a strong customer focus, you combine fairness with commercial awareness, always aiming for clear, timely and balanced outcomes.
You’re confident presenting information in an accessible way, whether you’re explaining your thinking, supporting others with coaching, or sharing insights that help strengthen fraud awareness across the team. You bring a positive and proactive mindset as well as contributing to a supportive culture where learning, improvement and high quality service are shared goals.
Technical skills required:
* Motor or property Insurance claims handling experience
* Experience in insurance fraud investigation and an understanding how to identify and manage suspicious activity
* A good understanding of end to end insurance claims processes
* Sound decision making in the processing of those claims, through to closure
* An up to date knowledge of FCA regulatory landscape
At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.
We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.
We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.
Benefits and Rewards
When you join our team,you can expecta supportive cultureandanattractive range ofrewards and benefitsincluding:
Level 1-3
* Salary Up to £38,000 + 10% annual bonus + benefits
* Annual bonus (up to 10% of salary)
* Contributory pension scheme, up to 20%, including your 8% contribution
* 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
* A Family Friendly policy that helps you balance your work and family responsibilities
* Access to savings at High Street brands, travel and supermarkets
* £20 contribution to a monthly gym membership – subject to T&Cs
* Health and wellbeing plan- cashback for dentist, opticians, physio and more
* Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
* Employee Volunteering - volunteerin the community for one day each year
* Unlimited access to Refer a Friend £500 bonus scheme
* Life Assurance coverof 4 x salary
* Employee discounts of 15% on a range of NFU Mutual insurance policies.
* Salary sacrifice employee car scheme - subject to eligibility
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