FIRST-PARTY CLAIMS FRAUD HANDLER

• Protect genuine customers while tackling fraud head-on – play a key role in investigating suspicious first-party claims and ensuring fair, evidence-based outcomes.
• Join a customer-first business with a strong ethical focus – at NFU Mutual, you’ll be part of a team that truly values doing the right thing.
• Hybrid working - with up to 80% from home; office days in York or Bristol. While you’re training, you’ll need to be able to commit to being in the office more often than not.

ABOUT THE ROLE

At NFU Mutual, we’re committed to doing the right thing – that means protecting our genuine customers while taking a firm, fair approach to fraudulent activity. As a First Party Claims Validation Handler, you’ll join a specialist team focused on investigating suspicious motor and property claims. These are typically non-injury claims made directly by our policyholders – such as vehicle thefts, fire damage, or accidental loss.
You’ll manage a varied caseload of claims where potential concerns have been flagged – this could involve inconsistencies in accident circumstances, unusual loss patterns, or concerns raised during supplier inspections. You’ll gather and assess a wide range of evidence to support your investigations. This might include policy documentation, CCTV footage, photographs, engineering or forensic reports, call recordings, and social media activity. Your role is to weigh up the facts, identify risks, and reach fair decisions in line with legislation, policy wording, and our Counter Fraud Strategy.
Throughout, you’ll work closely with internal colleagues across claims, underwriting, and our central fraud team, as well as external contacts such as suppliers, investigators and loss adjusters. You’ll also liaise directly with policyholders – handling conversations with care, empathy and professionalism, especially when sensitive issues arise.
This role offers a fantastic opportunity to make a real difference, protecting our customers and business by helping to ensure our claims service remains trusted, fair, and resilient.

Ideally experience in insurance fraud investigation, ideally within first party motor or property claims with a solid understanding of how to spot, investigate and manage suspicious activity. Experience handling motor or property claims is also highly valued, and if you’ve worked on fraud cases in wider financial services, we’ll also consider you for the role.

• A collaborative, team-focused approach – you enjoy sharing knowledge, supporting others and working together to reach the right outcome.
• Strong organisational and prioritisation skills – you can manage your caseload effectively, juggling deadlines without compromising on quality or service.
• A proactive and inquisitive mindset – you ask the right questions, spot inconsistencies, and use sound judgement to make decisions that protect our customers and business.
• Excellent communication skills – you’re confident handling complex conversations with empathy and clarity, whether you’re speaking to a customer, a colleague, or an external partner.
• Adaptability and openness to change – you’re comfortable learning new systems and approaches, and you stay focused even when things are evolving around you