Counter Fraud First Party Claims Handler in Bristol

About the Role

Protect what matters and join a trusted insurer dedicated to safeguarding customers and combating fraud. As a Claims Validation First Party Handler, you will manage a portfolio of suspicious first-party claims across motor and property product lines, using investigative approaches, counter-fraud tools, and technical expertise to identify and address potential fraud while ensuring genuine claims are handled with care and integrity.

Responsibilities

• Manage a varied portfolio of first-party claims across motor and property product lines.
• Apply effective investigation strategies by drawing on legislation, case law, counter-fraud systems and intelligence data.
• Keep internal and external stakeholders informed throughout the claim journey.
• Progress recoveries and enforce sanctions or other actions where necessary.
• Resolve or escalate complaints in line with policy.
• Collaborate with internal teams, agents, and other stakeholders to build strong relationships.
• Share insights that raise fraud awareness and support the Claims Counter Fraud Strategy.
• Work under authority while balancing indemnity spend with exceptional service and regulatory requirements.

Hybrid working: 80% home, 20% office, aligned to our Bristol Regional Service Centre.

Ideal Candidate Attributes

• You put 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 detail so you can form well-reasoned decisions.
• You stay adaptable when situations change, adjusting your approach with confidence while 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 with 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 of how to identify and manage suspicious activity.
• A good understanding of end-to-end insurance claim processes.
• Sound decision-making in the processing of those claims, through to closure.
• Excellent customer service skills.
• Up-to-date knowledge of the FCA regulatory landscape.

Equal Employment Opportunity

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 encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process. We are 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, neuro-diversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

• Salary up to £38,000 + 10% annual bonus.
• Contributory pension scheme, up to 20%, including your 8% contribution.
• 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme.
• Family Friendly policy that helps balance 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 – one day each year.
• Unlimited access to Refer a Friend £500 bonus scheme.
• Life Assurance cover of 4 × salary.
• Employee discounts of 15% on a range of NFU Mutual insurance policies.
• Salary sacrifice employee car scheme – subject to eligibility.