Injury Claims Handler

Job Description

Injury Claims Handler

• 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 requred:
• 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

• Salary [Input relevant salary details/Competitive if unable to disclose]


• 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 x salary


• Employee discounts of 15% on a range of NFU Mutual insurance policies.


• Salary sacrifice employee car scheme - subject to eligibility

Working at NFU Mutual

We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.

Our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for ten consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.

Additionally, we were named in the LinkedIn Top 15 Companies 2025 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.

We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable—so we’re successful now and in the future.