NFU Mutual
Counter Fraud First Party Claims Handler
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Counter Fraud First Party Claims Handler
Counter Fraud First Party Claims Handler:
Make a real difference by protecting genuine customers while tackling suspicious first party claims in line with our Claims Philosophy. Join a supportive counter‑fraud community and work 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 escalate 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.
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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 Excellent customer service skills 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 expect a supportive culture and an attractive range of rewards and benefits including:
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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 - volunteer in the community for one day each year Unlimited access to Refer a Friend £500 bonus scheme Life Assurance cover of 4 x salary Employee discounts of 15% on a range of NFU Mutual insurance policies. Salary sacrifice employee car scheme - subject to eligibility
Working at NFU Mutual: We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.
Our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for ten consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.
Additionally, we were named in the LinkedIn Top 15 Companies 2025 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.
We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable—so we’re successful now and in the future.
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