What you could be doing -Claims
Doing the right thing for everyone, every time
We’re the first port of call when our members need our help. So it’s vital that we deliver a first-class, no-quibble service that meets their needs and protects their interests, while controlling our costs at the same time. Join one of the claims teams in our Stratford-upon-Avon Head Office and Corporate Insurance, or our York, Bristol, Glasgow or Belfast Regional Service Centres and you’ll discover a vibrant team atmosphere.
Somewhere that aims for excellence in how we care for our customers and each other. A place where you’ll be encouraged to develop, with opportunities to help us continuously improve. A supportive environment where the team comes first, because we win together, and we lose together.
Our key teams
With teams focusing on Personal Injury, Motor, Property and Rehabilitation, we set and maintain the technical standards for all claims at NFU Mutual. We also develop the claims strategy across all these areas, driving best practice and quality standards. It’s about making sure our claims service meets members’ needs and offers great value for money.
So, we work closely with operational teams, supporting them in meeting customer needs, setting quality standards, advising on claims quality, monitoring claims trends and responding to issues like weather events. We also keep up-to-date with the latest market and technical changes. At the same time, we work with our Supplier Relationship Managers to set out what we expect from claims suppliers.
As one of our skilled frontline claims handlers in York, Bristol or Belfast, you’ll support customers from all over the UK when they need us the most at their time of loss. Our customers are all individuals, and when something goes wrong, they have individual needs. You’ll work closely with our suppliers and our Agency Network to ensure these needs are met each and every time.
In Claims we’ll give you plenty of training and support, so that you can confidently progress and settle claims, with an eye on managing costs effectively, whilst also delivering a market leading claims experience.
Within our Regional Service Centres we cover a variety of claims including, pet and equine, complex commercial and injury through to motor and also have colleagues who organise credit hire where its needed.
Our teams in Stratford-upon-Avon, Bristol and York play an important strategic role at NFU Mutual, helping to spot claims frauds. As well as identifying risk and setting strategy, we pioneer new technologies to combat fraud. For instance, we’re one of the first adopters of a new platform that enables us to share fraud data much faster with industry bodies and other insurers. We’re also using robotics for more repetitive processes, which frees up time and resources to focus on the outputs.
Mutual Response - New Claims (Glasgow)
A calm, reassuring, helpful voice when a customer needs it most. Here in our team, we’re on hand to help customers who’ve had an incident involving their motor vehicle or farm machinery. They’ll come straight through to us and we’ll immediately arrange any necessary emergency assistance and confirm cover under their policy. If customers have been involved in an accident or suffered a theft its important they feel supported and understand the next steps and how we will help them.
On occasions our Agents will be involved so we will support them in delivering the tailored service for the individual customer. We’ll set up a new claim promptly and professionally, and make sure that the customer or agent knows exactly what is going to happen and when. As well as delivering a first-class service to customers in their time of need, we have a big impact on claims cost by promoting our Motor Network Repair Service – our approved list of repairers and identifying potential fraudulent claims.
Mutual Response - Third Party Assist (Glasgow)
Here in Third Party Assist, we contact non-fault third party claimants to understand their needs and offer our services to settle their claim. This can include the use of our approved Network of Repairers. As well as promoting NFU Mutual by delivering the exceptional level of service we’re known for, we also discuss liability decisions.
We also help to make significant savings in Third Party Claims costs, by avoiding third party claimants from using expensive hire providers. We also have a big impact in areas such as injury claims, as we refer third parties into a rehabilitation facility. This helps to quickly reduce the extent of the injury and support a speedy recovery.
In this team, we use our technical expertise to handle NFU Mutual’s most complex and highest value injury and property claims. This means we regularly deal with claims that run into millions of pounds. Join us and you’ll find we support each other and the wider business with technical guidance and advice. As well as helping our regional colleagues with ad hoc queries, we also run case surgeries and offer them mentoring to aid their development.
Corporate Insurance Claims
In Corporate Insurance Claims, we’re NFU Mutual’s shop window for our corporate clients. We put our clients at the heart of everything we do, responding quickly and bringing together teams of experts to meet their needs. We also have dedicated Claims Relationship Managers for our largest or most complex accounts. With a reputation for expertise, integrity and building strong partnerships, it’s no surprise that our corporate clients choose to stay with us for over 10 years on average.
Join our team of Claims Inspectors and you’ll be the face of NFU Mutual to our members when they have a liability claim. Visiting them in their homes and businesses across the country, investigating claims and reporting to our internal claims teams, you’ll help us reach a quick settlement. From giving our customers great service to managing your own time and workload and building a rapport with our teams, you’ll find no two days are the same.
Our field and desk-based engineers support the claims and underwriting teams, they use their technical expertise to ensure that correct repair methods are approved when repairing members’ vehicles or agricultural machinery while controlling costs. Join us and you’ll be managing individual cases, working with approved repairers and suppliers and getting the best outcomes for both our members and the business.
Our National Support Engineering team keeps the engineering team running smoothly, ensuring that our expertise is in place as soon as possible to get out customers back on the road – or in the field. In this team you will be arranging for an NFU Mutual engineer to inspect customers’ vehicles.
Claims Supply and Services
NFU Mutual works with a variety of claims suppliers and we manage these relationships and oversee their performance. This involves supporting market reviews and tenders by offering insights into individual suppliers and the overall market. We also make sure suppliers deliver what’s in their contract and often attend agency and regional meetings to give updates and promote the use of suppliers. As well as day-to-day contract management, we also look at improving processes and driving efficiencies by proposing innovative new services and ideas.
Claims Change Management
NFU Mutual is always looking to improve customer service and in this team, you’ll work with people across the claims teams to do just that. Typically leading three or four projects at any one time, you’ll provide expert project management and change management knowledge on a range of initiatives. You’ll work directly with people in the claims teams and experts across the business to ensure excellent customer service – for example, by introducing a new piece of software.
Risk, Governance and Quality
Managing risk is a major part of NFU Mutual’s business, so we identify, monitor and report on risk and develop frameworks to manage risk effectively. Join us and you’ll be involved in a wide range of activities, from monitoring financial crime indicators to running risk workshops and dealing with business continuity incidents. Working closely with different areas of the business, you’ll enjoy the chance to gain insights into risk and claims management in a huge scale.
Claims Management Information and Analytics
Sound analysis and management information help us understand our business performance and identify emerging trends in claims. In this team we produce this essential information, while planning and targeting claims metrics and the impact claims have on members and the wider business. We’re always looking at ways to improve the claims experience for members, from introducing new technologies to using data in new and interesting ways. Working closely with our actuarial and finance partners, we track the benefits of all these initiatives.
What you could be working on
Join one of our Claims teams and you could be involved in a variety of work. Here are a few examples of what you might contribute to.
Giving our customers immediate help and practical support when something major has happened.
Improving our products and services to benefit our members and the business.
Combating fraud to save costs for us and our customers.
Monitoring and assessing risk to help shape the future direction of our business.
Developing your career
We’re committed to giving our customers a world class service and recognise that to achieve that, we need to give our people world class opportunities to grow and develop. No matter what Claims team you join, you’ll have all the support and training you need, including your own Personal Development Plan.
From gaining professional qualifications to internal training and opportunities for secondments into different teams across the business, you’ll find lots of scope for development. What’s more, you’ll find your managers and colleagues will always be willing to share their knowledge and experience to help you grow - that’s just the way we are.
Meet some of the team
David Pritchard, Claims Fraud Manager
NFU Mutual is a welcoming and warm place to work. It focuses on its people and lives and breathes the things it says it will do. The people I work with are great. Everyone works hard but enjoys a good laugh and a bit of fun.
We’ve had some testing times recently with the everchanging landscape, but we really pull together and support each other. The main thing I get from NFU Mutual is that I feel I can trust them as an employer and they’ll always try to do the best for their employees. Having that trust really helps with all of life’s curveballs!
James Oram, Claims Supplier Specialist
When I graduated, I was looking for a role that would allow me to try different areas of a business and see what I enjoyed most. NFU Mutual’s Customer Services Scheme offered personal and professional development training, support to achieve full ACII accreditation and rotations through different departments.
This was a great base to build on, because every six months I had a new role and an entirely new team and department. It gave me the chance to find the area that suited me best, which happened to be Claims and I joined the department at the end of the scheme.
Imelda Skendo, Financial Performance & Change Specialist
When I joined NFU Mutual in 2017, it stood out because of its incredible customer reputation and mutual status, so not solely profit driven. My experience at the interview sealed the deal - it struck me as an unusually happy place with a home-like comfort. It’s the people and the positive office vibe that have me hooked.
In my team, there’s a great mix of young energy and experienced people who know their stuff. It encapsulates everything I want in an employer: a warm friendly culture, modern strategy and approach, supportive open-minded leadership and endless opportunities. Not to mention stunning offices in Stratford-upon-Avon.
Kevin Reilly, Desk Based Staff Motor Engineer
As an NFU Mutual engineer, I get a huge variety of work because we insure a range of private, commercial and agricultural vehicles. Even though I’m desk-based, I can be dealing with anything from a Ford Fiesta to a 44 ton lorry or a tractor, so there are always new challenges and opportunities to learn. And I’ve had some great training on agricultural equipment, which was enormously helpful in helping me to adapt.
There’s a strong People First culture here. The business takes an interest in your wellbeing and gives you the tools to do your best for customers. I really feel like a valued member of the workplace.
Chris Francis, Team Leader (Life, Retirement and Pension Claims)
Since I joined in 2002 I’ve always been encouraged to learn new skills, grasp new opportunities and progress with my professional qualifications. I’ve had a variety of rewarding and interesting roles here, with some great managers who supported my personal and professional development.
In fact, I’ve never been denied an opportunity - the company’s always encouraged me in every avenue I’ve asked to explore. The fact that NFU Mutual’s core objectives are to be a great place to work and do business with summarises it perfectly for me. It’s a great comfort to know that your employer’s always there to support you.
Danielle Emslie, Mutual Response Claim Handler
Since I joined in 2015, I’ve regularly been supported by my team leader and peers to advance my career and been actively encouraged to put my ideas and opinions forward. I was part of the team of handlers who created and mapped out the processes for our role.
I’ve also organised well-being sessions for staff across the Glasgow region, including speaking on well-being and mental health. It’s like a big family here - we all have the same goal of doing what’s best for the customer, as well as the company. No matter what level you are, we all work together as a team and everyone’s well respected.
Here are just some of the vacancies that we currently have in Claims. Simply, click on the job title to find out more.
You can see all the jobs we have available by clicking the ‘See all jobs’ button. But don’t forget, if you can’t find your perfect job right now, you can 'Register for job alerts' or ‘Make a speculative application’. That way, we’ll get in touch when a relevant job does come up.
We're always pleased to hear from talented people, so if you have any questions about the opportunities that we have available, or if there's anything else you'd like to know before you apply (or indeed during the application process), please don't hesitate to get in touch.