Job Description

Claims Handler

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Great opportunity to broaden your insurance product knowledge by developing expertise in personal injury claims handling.
Play a key role in handling complex, regulated claims that make a real difference to our customers' experiences.
Hybrid working - up to 80% working from home and the rest from our office in Bristol.

About the role

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This Injury Claims Handler role sits within the Bristol-based Injury team and involves managing a portfolio of personal injury claims in line with internal authority limits, policies, procedures and regulatory requirements. The role is responsible for investigating claims, making decisions on policy cover, liability and quantum, and reviewing medical evidence to assess and value injury claims.



Key responsibilities include controlling claims spend, identifying and referring potentially fraudulent claims to the Claims Validation Team, and making effective use of the NFU Mutual Rehabilitation Scheme. The role also requires maintaining up-to-date legal knowledge and ensuring compliance with legal rules and timeframes.



The Injury Claims Handler works closely with colleagues across Claims, Underwriting and Customer Services to support the delivery of team objectives. The role also involves liaising with NFU Mutual Agents, customers, and third parties to obtain the necessary information to progress and settle claims fairly and efficiently.

About you

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This role would suit someone with experience in a customer-facing or case-handling environment, particularly where regulated or complex issues are involved. A background in general insurance claims, particularly injury claims, would be ideal. The role requires someone who can remain calm and professional under pressure, with strong written and verbal communication skills to engage with a range of stakeholders. Sound judgement, adaptability, and the ability to work to targets are key to progressing claims efficiently and fairly, while maintaining a clear focus on delivering excellent customer outcomes.



To be successful in this role, you'll also need to demonstrate the following skills:

Emotional resilience

- essential for staying calm, professional and positive when managing sensitive injury claims or dealing with challenging situations.

Judgement and decision-making

- required to assess evidence, interpret policy wording and make fair, consistent decisions around liability and settlement.

Investigative and problem-solving skills

- critical when reviewing medical evidence, identifying potential fraud, and resolving complex claim scenarios.

Attention to detail

- important for evaluating information, identifying inconsistencies and ensuring accurate claims handling in a regulated environment.

Adaptability

- needed to manage shifting priorities, work across different systems and respond to evolving case requirements.

Negotiation skills

- used to reach fair settlements with third parties while protecting the business and supporting good customer outcomes.
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

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When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:



Salary up to 26,200 per annum depending on experience
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.

Working at NFU Mutual

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We're one of the UK's leading general insurance and financial services companies. For over 110 years we've put our customers at the heart of everything we do. Our people are just as important to us.



We pride ourselves on being "a great place to work" and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of 'Best midsize employers to grow your career in the UK', the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.



We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward 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 are successful now and in the future.

Bristol

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3rd & 4th Floor

10 Temple Back

Bristol

BS1 6FL


Visit the Bristol office

Vacancy managed by

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Kirstie Patterson