Injury Claims Handler

NFU Mutual; West of England; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Annual bonus (up to 10% of salary)

Contributory pension scheme up to 20%

25 days annual leave + bank holidays

Health and wellbeing plan

Employee discounts on insurance policies

Job summary

NFU Mutual is looking for an experienced Claims Handler to join our Injury Claims team in Bristol. In this role, you will manage a varied portfolio of casualty injury claims, guiding them from notification to settlement while delivering exceptional customer service.

You will need strong negotiation skills and the ability to work under pressure. The position offers a hybrid working model, with up to 80% remote work after initial training, alongside a comprehensive benefits package including annual bonuses and a contributory pension scheme.

Qualifications

• Recent experience in insurance claims handling.
• Strong customer-focused approach.
• Excellent written and verbal communication skills.

Responsibilities

• Manage a portfolio of casualty injury claims.
• Engage with customers and solicitors.
• Ensure claims are compliant and accurate.

Skills

Insurance Injury claims handling

Customer service

Negotiation skills

Problem-solving

Job description

• Great opportunity to continue developing your 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 (we anticipate you will be in full time for the first month, then from month 2-3 phasing to the 80/20).

About the role

We’re seeking an experienced Claims handler to join our Injury Claims team in Bristol, 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, or building, 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.

This 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.

About you

You’ll bring recent experience in insurance claims handling together with a strong customer‑focused approach and the emotional resilience to stay calm, positive and professional in high‑pressure situations. You’ll have excellent written and verbal communication skills, with the confidence to manage challenging conversations and work effectively with solicitors, customers and internal colleagues to reach fair and timely outcomes.

You’ll demonstrate sound judgement and decision‑making, using an investigative and problem‑solving mindset to assess information carefully and make balanced, evidence‑based decisions.

With strong attention to detail, you’ll be comfortable working to targets in a fast‑paced environment where accuracy, effective prioritisation and adaptability are essential. You’ll also bring strong negotiation skills, learning agility and the resilience to manage a varied caseload while contributing positively to team success.

Technical skills required

• Customer facing, Insurance Injury claims, case handling experience
• Able to work under pressure, manage regulated or complex issues
• Experience working to targets
• A legal/paralegal background in personal injury – desirable

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:

Level 1-3

• 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 £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