Insurance Policy Fraud Officer

• Be part of something brilliant – join a close-knit, supportive team 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 while delivering outstanding customer service and building strong stakeholder relationships.
• Hybrid working: up to 80% from home; office days in York, Bristol, or Glasgow

Salary: Up to £35,000 p.a. + up to 10% annual bonus

Hours: 35 hours per week, Monday to Friday, shifts between 8am and 6pm.

Start Date: We have multiple roles available. For the majority of the vacancies, we'll be working towards a target start-date of Monday 6th October.

About the role

You’ll be joining our Policy Validation team at a time of exciting change. As we move to more digital workflows and introduce advanced fraud-prevention and detective systems, your role will be as much about preventing misuse up front as investigating issues once they arise.

In this role, you’ll:

• Review, investigate and validate live policies, analysing documentation and transaction histories to spot inconsistencies, errors or potential fraud.
• Manage all communications both inbound and outbound with customers and intermediaries (B2B), resolving queries and navigating challenging conversations with confidence and empathy.
• Collaborate with colleagues across underwriting, claims, IT and our external fraud-prevention partners to ensure every decision is evidence-based, compliant and upholds our reputation for transparency.
• Benefit from comprehensive training on our products, systems and regulatory requirements, plus extra office-based support during an initial 3–6 month onboarding period.

As part of an evolving team, you’ll help shape new processes that move us from detective to preventative fraud measures working with the very latest digital tools and data analytics to protect our customers and the business.

About you

You’re a resilient, curious and detail-orientated professional with an investigative mindset, a strong customer service background and the confidence to handle challenging conversations while maintaining rapport and stakeholder relationships.

You exercise sound judgement and make well-reasoned decisions under pressure, taking initiative and driving your own workload forward. Self-motivated and collaborative, you thrive in a team environment and remain focused on meeting target deadlines even in a fast-paced setting. Experience in financial services is highly desirable, but if you have excellent customer service skills and a track record of resolving complex issues, we’d still love to hear from you

In particular, you:

• Deliver excellent customer service – building trust and clarity in every interaction, whether by phone or email, to maintain strong B2B relationships.
• Apply an investigative approach – digging deep into data and documentation to uncover root causes and ensure robust policy validation.
• Exercise sound judgement and decision-making – weighing evidence and following process to make fair, well-reasoned calls under pressure.
• Demonstrate keen attention to detail – spotting even the smallest anomalies to protect customers and the organisation from risk.
• Manage your time effectively – balancing multiple systems, records and stakeholder requests to meet deadlines without compromising quality.
• Communicate with resilience and empathy – handling complex or challenging conversations confidently, ensuring every outcome is handled sensitively.

Previous experience in policy administration, claims handling or fraud investigation is advantageous but not essential—we value the right attitude and core skills above all.

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:

• Salary up to £35,000 depending on experience
• 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.