Nigel Fryer ACII Chartered Insurer, NFU Mutual

Nigel Fryer ACII Chartered Insurer, NFU Mutual

University I Claims roles I Large Loss Manager

What were you doing before this role?

I joined NFU Mutual as a graduate trainee in 2002. Since then I have held a number of roles in the Claims department - including Strategic Analyst, Intelligence Analyst, Project Manager - before taking up this role in 2013.

What degree did you study for, and from which university?

BSc Business Studies at Lancaster University

What do you do in a typical working day?

I manage a team who handle the largest injury claims - typically in excess of £500k. I provide them with the tools and the environment to allow them to do what they do best - effectively settle claims whilst delivering excellent customer service.
A typical day is therefore working with the team on continuous improvements, their development and how we can continue to drive excellence in performance.

How does your role fit into the wider insurance picture?

Our team handle large Personal Injury claims - settling third-party claims on a fair basis. We therefore interact with other insurers, claimant and defendant lawyers to settle these claims.

What do you enjoy most about your job?

Working with great people, all striving to do their best every day, and being able to give those people the opportunity to do so.

What is the most challenging part of your role?

Finding the time to do everything I want to do! There are so many great ideas on how we can improve that prioritising them and seeing what works is key to ensuring we deliver the right outcomes.

What do you need to be successful in your role?

The ability to listen to what the team are telling me and to help them do something about it.

Have you taken any professional qualifications?

Yes, I have completed my ACII.

What have been your career highlights so far?

I was involved in the CII New Generation Programme in 2013 - we helped deliver a new process in the industry relating to requests for information made under Section 29(3) of the Data Protection Act.

The programme is an excellent initiative for future leaders to get together and help develop an idea, and to be able to work with a great team, and work with the sector to help solve a problem, was a really rewarding experience. We also won a Fraud Award for our efforts which was the icing on the cake! 

What are the main benefits of working in Claims?

From a customer point of view really being able to help customers at their time of need.
This can be truly rewarding experience as a claim is when customer looks to you to help them, and is the true test of what you’ve sold them.

Secondly, there are so many opportunities within Claims that you can never get bored - this was an important factor in my career choice and has enabled me to grow and develop my career in a way that fits my ambition.

Why did you choose a career in insurance?

As I said above, it was important to me to find a career where I have the opportunity to try new things. Insurance has definitely given me that in that I’ve been able to shape my own career. « Back to case studies