"You can talk to anyone here, senior managers, directors, even the CEO."

Chatan Modi, Executive Assistant

Kirsty’s experience as an FNOL Claims Handler in our Glasgow office

13 July 2017
Kirsty’s experience as an FNOL Claims Handler in our Glasgow office

Kirsty joined the NFU Mutual two-and-a-half years ago as a Claims Handler and has since already progressed in her career. Coming from another insurer, Kirsty was used to dealing with customer queries and complaints and had a strong customer focus. Now she is a mentor in our First Notification Of Loss department (FNOL) based in our Glasgow regional service centre.

We asked Kirsty a couple of questions about her experience at NFU Mutual so far:

What does a typical work day look like for you?

“Always given the opportunity to progress”

My responsibilities are mainly to personally handle new claims over the phone. This could involve arranging repairs, instructing engineers, making liability decisions and ensuring the customer receives an award winning customer service. Ensuring my customers receive the personal service we are famous for is one of the most satisfying elements of my job. I also help out with training, ongoing support with new starters and making myself readily available to whoever needs me.

Would you recommend NFU Mutual as an employer?

“My favourite thing about working for the NFU Mutual are the employees that I work with”

Absolutely, it’s a great company to work for. My manager is very supportive and is always willing to help and encourage me. When I first joined I was offered to do my CII and it was a great feeling knowing they were willing to upskill and invest in me from the start.

What would you say is the most challenging element of your role?

“My proudest moment so far is the recognition I have received from my colleagues and seniors manager and making me a mentor.”

My hardest challenge so far has been learning to manage my day, prioritising and juggling a variety of different tasks all at once but still maintaining the exceptional personal service to our customers.

If you’re interested in finding out more about the roles we’ve available, then please click here and search for Claims.

Categories: People News