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

About the role

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.

About you

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.

Benefits and Rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:   

• Salary £31,864


• 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


• Mentoring opportunities to help you grow your career


• 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 2026 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 eleven 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 Companies 2026 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.