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- Tasks: Handle personal injury claims and make a real difference to customers' experiences.
- Company: Join NFU Mutual, a leading insurance provider with a supportive culture.
- Benefits: Up to ÂŁ32,000 salary, annual bonus, hybrid working, and generous leave.
- Why this job: Develop your skills in a dynamic environment while helping others.
- Qualifications: Experience in claims handling and strong customer focus required.
- Other info: Inclusive workplace with great career growth opportunities.
The predicted salary is between 28000 - 36000 ÂŁ per year.
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 after initial training - up to 80% working from home and the rest from our office in Bristol.
About the role
We’re seeking an experienced Claims Handler to join our Injury Claims team in Bristol due to increased workload. Working within our Customer Service Operations division, you’ll join an experienced, knowledgeable team, passionate about delivering a first-class service to all.
As Injury Claims Handler, you’ll take ownership of a varied portfolio of casualty injury claims, guiding each one from first notification through to settlement. You’ll work closely with customers to understand the circumstances of an incident, agreeing next steps and keeping them informed with clarity and empathy. Much of your work will involve engaging confidently with claimant solicitors, using your legal awareness and negotiation skills to make balanced decisions on liability, policy cover and quantum. You’ll review medical evidence, apply relevant legislation and case law, and ensure reserves and actions remain accurate and compliant throughout the lifecycle of the claim.
Your role is central to delivering fair outcomes and maintaining financial control. You’ll work proactively to manage settlement ratios, monitor average costs, and help minimise unnecessary litigation or delays. Where appropriate, you’ll use our Rehabilitation Scheme to support recovery and improve claim trajectories. Fraud awareness will also form part of your remit, ensuring suspicious cases are identified and referred for further investigation. With a busy and varied caseload, you’ll prioritise effectively, navigate changing demands, and contribute to a culture of continuous improvement within a collaborative, supportive team.
This role is based in our Bristol Regional Service centre. To ensure you’ve got full support and guidance during initial training and onboarding, you’ll be required to be in the office full-time for at least the first month. However, we understand how important a positive work-life balance is, so to help you give your best, we offer great facilities when you want to be in an office environment and support to work up to 80% of your hours from home. For those seeking part-time, we can consider candidates who are looking to work four days a week.
About you
You’ll bring recent experience in claims handling (essential) and a strong customer focused approach, along with the confidence to manage challenging conversations and make sound, evidence-based decisions. You’re experienced with working to targets and thrive in a fast-paced environment where prioritising effectively and maintaining accuracy are essential. Your communication style is clear, professional and empathetic and you’re comfortable working with solicitors, customers and internal colleagues to reach fair, timely outcomes. You’ll also have the resilience and adaptability needed to manage a varied caseload while contributing positively to team success.
We’re looking for people who can demonstrate:
- Strong negotiation and influencing skills, particularly when working with solicitors or third party representatives
- Clear, confident communication and the ability to handle sensitive or complex discussions
- A logical, detail focused approach to reviewing information and making decisions
- Resilience, adaptability and a positive attitude when managing competing priorities
- A collaborative mindset and willingness to contribute to team learning and continuous improvement
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:
- Salary up to ÂŁ32,000 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 ÂŁ500 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.
Claims Handler application closing date - 16/02/2026
Claims Handler employer: NFU Mutual
Contact Detail:
NFU Mutual Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Claims Handler
✨Tip Number 1
Get to know the company inside out! Research NFU Mutual's values, culture, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your negotiation skills! Since you'll be dealing with solicitors and making decisions on claims, role-play some scenarios with a friend or family member. This will boost your confidence and prepare you for those tricky conversations.
✨Tip Number 3
Be ready to showcase your empathy! In interviews, share examples of how you've handled sensitive situations in the past. This will demonstrate your ability to connect with customers and manage complex discussions effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our awesome team at NFU Mutual.
We think you need these skills to ace Claims Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Claims Handler role. Highlight your experience in claims handling and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention your customer-focused approach and negotiation skills!
Showcase Your Communication Skills: Since this role involves handling sensitive discussions, make sure your application reflects your clear and professional communication style. We love candidates who can convey empathy and clarity in their writing!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at NFU Mutual
✨Know Your Claims Inside Out
Before the interview, brush up on your knowledge of personal injury claims and relevant legislation. Familiarise yourself with common scenarios and how to handle them, as this will show your expertise and confidence in the role.
✨Showcase Your Communication Skills
Prepare to demonstrate your clear and empathetic communication style. Think of examples where you've successfully managed sensitive conversations or negotiations, especially with solicitors or customers, to highlight your ability to handle complex discussions.
✨Be Ready for Scenario Questions
Expect questions that assess your decision-making skills and ability to prioritise. Prepare by thinking through past experiences where you had to make tough calls or manage competing priorities, and be ready to explain your thought process.
✨Emphasise Team Collaboration
Since the role involves working within a team, be prepared to discuss how you've contributed to team success in the past. Share examples of how you've supported colleagues or participated in continuous improvement initiatives to show you're a team player.
