TRAINEE INJURY CLAIMS HANDLER

• Start a meaningful career in injury claims – no insurance experience needed.
• Work for a mutual that puts people before profit – and supports you to succeed.
• Hybrid working with up to 80% from home and the rest of your time based from our office in York.
  Salary: £26,200 + up to 10% annual bonus
  Hours: You’ll work 35 hours per week, Monday to Friday, with shifts scheduled between 8am and 6pm - and no weekend work! Consideration will also be given to part-time hours.

ABOUT YOU

You’ll be someone who enjoys getting into the detail, asking the right questions, and making fair, confident decisions in a structured but fast-moving environment. Whether you’re supporting a customer, liaising with a solicitor, or reviewing case evidence, you’re the kind of person who brings clarity, calm, and professionalism to everything you do.
What we’re looking for:
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Experience in a customer-facing or case-handling role – in a regulated or complex environment, where you’ve had to manage risk, follow process, and juggle competing demands under pressure.

• Strong communication skills – you’ll need to be just as confident writing professional emails as you are having clear, constructive conversations over the phone with solicitors, customers, and colleagues.
• Sound judgement and decision-making ability – this role involves making fair, well-reasoned calls about liability, settlement, and next steps, often with a lot of moving parts to consider.
• An investigative and problem-solving mindset – you’ll be curious, thorough, and focused on understanding the full picture before taking action, especially when things don’t quite add up.
• Emotional resilience and adaptability – claims work can be complex and fast-paced, so you’ll need to stay calm, positive, and flexible as priorities shift or new information comes in.
• A drive to meet targets while doing the right thing – whether it’s hitting settlement timeframes, spotting fraud indicators, or contributing to team goals, you’ll be motivated to perform – not just quickly, but fairly and accurately.

If you’ve got experience in general insurance, personal injury, or a legal environment – even better – but it’s not essential. What’s most important is that you bring the right attitude, the willingness to learn, and a genuine interest in starting or growing your career in claims.
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.

ABOUT THE ROLE

At NFU Mutual, our Claims teams are trusted to represent the business and our policyholders with care, professionalism, and integrity. We’re now looking for someone with a curious mind, a practical approach, and a genuine interest in helping others to join our Regional Injury team, where you’ll be working on motor and casualty injury claims - guiding cases right through to settlement.
This isn’t your average customer service role - it’s a highly technical and rewarding position that blends investigation, decision-making, and service. You’ll be managing your own portfolio of motor and casualty injury claims, making important decisions about policy cover and legal liability, and communicating directly with solicitors to bring each case to a fair and timely resolution. From reviewing medical reports to spotting potential fraud or identifying opportunities for rehabilitation, no two days are the same.
The role involves a blend of communication styles - with around 20% phone-based work and 80% via email - and you’ll be working to clear performance targets across areas such as settlement times, indemnity spend, rehabilitation usage, and fraud identification. It’s a fast-paced environment, and the work can be complex – but you won’t be doing it alone.
You’ll benefit from a comprehensive six-month training programme, including a mix of classroom-style learning and on-the-job support, and you’ll be assigned a buddy to help you settle in. Most people reach full competence around the 18-month mark, and from there, progression opportunities are broad - whether that’s specialising in a particular area of injury claims, moving into team leadership, or stepping into one of our large loss injury roles at head office.
While the role offers up to 80% homeworking once you’re fully up to speed, it’s important to know that you’ll need to be based in the office full-time for the initial training period. This typically lasts around six months but may be shorter depending on your progress and the level of support you need. Our priority during this time is to give you the best possible start - helping you build confidence in the role, get hands-on experience, and feel fully supported as you settle in.
If you’re looking to kick-start a long-term career in a role that’s challenging, meaningful, and full of opportunity – this could be just the place to start.

Experience in a customer-facing or case-handling role – in a regulated or complex environment, where you’ve had to manage risk, follow process, and juggle competing demands under pressure.

• Strong communication skills – you’ll need to be just as confident writing professional emails as you are having clear, constructive conversations over the phone with solicitors, customers, and colleagues.
• Sound judgement and decision-making ability – this role involves making fair, well-reasoned calls about liability, settlement, and next steps, often with a lot of moving parts to consider.
• An investigative and problem-solving mindset – you’ll be curious, thorough, and focused on understanding the full picture before taking action, especially when things don’t quite add up.
• Emotional resilience and adaptability – claims work can be complex and fast-paced, so you’ll need to stay calm, positive, and flexible as priorities shift or new information comes in.
• A drive to meet targets while doing the right thing – whether it’s hitting settlement timeframes, spotting fraud indicators, or contributing to team goals, you’ll be motivated to perform – not just quickly, but fairly and accurately