Policy Validation Officer

Policy Validation Officer Be part of something brilliant – join the highly collaborative Policy Validation Team at NFU Mutual with a clear purpose and a passion for doing things the right way. Make an impact – ensure policies are accurate, compliant, and protected from fraud whilst delivering outstanding customer service and building strong stakeholder relationships. This role offers hybrid working with up to 80% working from home;

office days in either our York, Bristol, or Glasgow Regional Service Centres

We have a permanent opportunity within the Policy Validation team at NFU Mutual and you’ll be joining us at a particularly exciting time of change. As we move towards more digital workflows and introduce advanced fraud prevention and detection systems, the focus of this role is shifting. It will be just as much about identifying and preventing potential misuse at the earliest stage as it is about investigating issues when they arise.

In this role, you will review, investigate and validate live policies, carefully analysing documentation and transaction histories to identify inconsistencies, errors or potential fraud. You will also take ownership of all customer and intermediary (B2B) communications, managing both inbound and outbound interactions, resolving queries and handling more complex or sensitive conversations with confidence and empathy. You will work closely with colleagues across underwriting and claims as well as with our external fraud‑prevention partners, to ensure that every decision is evidence‑based, compliant and aligned with our commitment to transparency.

As part of an evolving team, you will also play a key role in shaping new processes as we transition from a primarily detective approach to a more preventative model. This includes working with the latest digital tools and data analytics to help protect both our customers and the business.

You’re an experienced insurance professional with a background in underwriting policy validation or fraud-related work. You bring a curious, investigative mindset and a strong attention to detail, with the ability to assess information critically and make fair, well‑reasoned decisions. You are someone who works collaboratively with others – building strong relationships across teams and with external partners, contributing positively to a supportive team environment.

You will also be someone who prioritises and manages workload effectively and can remain focused in a fast‑paced environment, taking ownership of your work and continuously looking for improvements. Essentially, you will be able to demonstrate

• Strong customer service - dealing with difficult customers and conversations
• Customer Complaints experience within the insurance sector.
• Insurance fraud experience and knowledge of Industry Counter Fraud organisations and bodies.
• Previous experience in policy or claims validation or fraud investigation.

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.