Customer Service Claims Handler

No insurance experience needed – just bring your people skills and we’ll do the rest, with full training and support from an award-winning insurer that’s ready to invest in you. Join either our Property or Pet & Equine Claims team!

Working hours:

35 hour working week, Monday to Friday between 8am - 6pm with no weekend work

Hybrid working - with up to 80% homeworking and 20% in York after a successful training period. You'll also have the option to extend or condense your contractual working hours up to 40 per week, with condensed working hours following successful probation, subject to operational requirements.

Salary:
Up to £26,000 depending on experience + up to 10% annual bonus

Start date:

You’ll join our team as part of a cohort on 30th March 2026

About the role

If you’re someone who enjoys solving problems, speaking with people and making a difference, this could be a brilliant opportunity to try something new. We are currently recruiting for two teams – Property claims and Pet & Equine claims. Regardless of which team you’re in, as a Claims Handler in our York office, you’ll be part of a close-knit team helping customers when they need us most – whether it’s storm damage, a burst pipe, or support with vet treatment for beloved pet.

At NFU Mutual, we do things differently. As a mutual, we’re owned by our customers rather than shareholders, which means we’re always focused on doing the right thing. We pay out on 98% of claims and look for ways to help our customers, not reasons to say no. It makes the role all the more rewarding as you’ll be helping people move forward during what can be a really stressful time.

You’ll manage claims from start to finish, using your judgement and empathy to make fair decisions and guide customers through the process. You’ll work closely with NFU Mutual Agents, customers and third parties to gather the right information, keep things moving, and ensure everyone’s kept in the loop.

You don’t need to have insurance experience – we’ll give you all the training and support you need, including:

* A structured induction with classroom learning, shadowing and one-to-one support

* Ongoing guidance from your Team Leader and experienced colleagues

* A personal development plan that grows with you

Once you're up to speed, you’ll enjoy hybrid working – up to 80% from home – and a 35-hour week with no weekend shifts. The team are friendly, down-to-earth and genuinely supportive – everyone works together towards shared goals and takes real pride in doing a great job for our customers. We regularly get involved in charity and community events too, so there’s a real sense of purpose and belonging.

Day to day, you’ll:

* Speak with customers, NFU Mutual Agents and suppliers to understand what’s happened

* Investigate and assess property claims fairly and thoroughly

* Make confident decisions while keeping empathy and clarity front of mind

* Identify any signs of potential fraud and take appropriate steps

Our Claims team plays a huge role in why 94–96% of our customers choose to stay with us each year. We’ve also been recognised by Which? as a top insurer for customer satisfaction, and the work our Claims Handlers do is right at the heart of that success.

Recruitment process:
Our recruitment process consists of a few simple steps: an online application form, a friendly introduction call with a member of our Talent Acquisition team, and a skills-focussed interview at our York office. Interviews will be held in person, week commencing 2nd February.

Please note this vacancy may close at any time once sufficient applications have been received. Early submission of your application is therefore encouraged.

About you

You’ll play a key role in helping our customers when they need us most - handling claims with care, clarity, and confidence. Whether you’ve worked in insurance before or you’re looking to step into something new, we’ll give you the training and support to thrive. You’ll be confident using IT systems, enjoy working with others, and bring a positive, can-do attitude to a fast-paced and varied role.

To succeed in this role, you’ll bring a great mix of people skills and practical ability,…