Pet & Equine Claims Handler

Pet & Equine Claims Handler

• No insurance experience needed – if you have strong customer service skills and experience, a passion for helping people, and an interest in working within Pet & Equine Claims, we'll provide all the training and support you need to succeed with an award-winning insurer that's ready to invest in your future.


• Working hours : 35 hour working week, Monday to Friday 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 £26,500 depending on experience + up to 10% annual bonus

Start date : You’ll join our team as part of a cohort on 26th October 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 Claims Handlers to join our Pet & Equine Claims team. As a Claims Handler in our York office, you'll be part of a supportive, close-knit team helping customers through what can often be a worrying time. Whether supporting a pet owner with the cost of veterinary treatment or helping a horse owner navigate a claim, you'll play an important role in providing reassurance, guidance and excellent service when it's needed most. 

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. 

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 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, an online assessment, 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 7th September and 21st  September. 

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. 

We’re looking for people with recent customer service, who are passionate about delivering great customer outcomes. Previous claims handling experience, experience working in a veterinary setting or with horses, or a background in a contact centre environment would be advantageous, but is not essential. Above all, 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, including: 

Customer focus and empathy – You genuinely care about doing the right thing, with recent experience in a customer-facing environment where you've handled queries, offered support, and guided people through what can often be a stressful time. 

Communication and teamwork – You’re comfortable speaking with people, building relationships and can adapt your style to suit different situations. You know how to build rapport and explain things clearly, working collaboratively to get things done. 

Problem solving and decision making – You can think on your feet, adapt to changing situations, and find practical, fair solutions – even when things get a little unpredictable. 

Time management, organisation and prioritisation – You’re able to stay on top of a busy workload, knowing what to focus on and when, without losing sight of the detail. 

Comfort in a fast-paced environment – You stay calm under pressure and enjoy the variety that comes with a busy, ever-changing day. 

Eagerness to learn and technical confidence – You’re quick to pick up new systems (like Microsoft Office) and keen to grow your skills – and if you’ve got claims or insurance experience already, even better. 

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.

Rewards & Benefits

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

• Salary up to £26,500 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. 


• 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.