OVERALL ROLE PURPOSE:
*Responsible for the processing and investigation of motor insurance claims relating to customers’ motor policies. This involves working with policyholders, colleagues, and other professionals to ensure claims are valid, accurately assessed, and appropriately settled.
*The role involves managing motor insurance claims from initial notification through to settlement, making informed decisions regarding liability, and identifying any potential fraudulent activity. You will handle both motor vehicle damage and personal injury claims, requiring a strong understanding of the insurance sector and relevant legislation.
*You will also support customers by arranging any additional services required following an accident or incident.
KEY ACCOUNTABILITIES:
*Responsibilities include, but are not limited to:
*Handling motor claims from first notification through to settlement
*Managing claims end-to-end, including liability investigations and decision making
*Assessing the validity and extent of claims, including identifying potential fraud
*Coordinating services required by claimants following incidents
*Managing claims through the MOJ Portal, including key deadlines and Stage 2 and Stage 3 processes
*Managing claims through the OIC Portal
*Collecting and maintaining accurate claim documentation and system records
*Liaising with legal representatives to facilitate medical reports where required
*Communicating with customers, third parties, legal representatives, medical professionals, and other stakeholders
*Understanding and interpreting medical terminology and medical reports
*Reviewing and negotiating hire and credit hire payment packs
*Liaising with adjusters, examiners, engineers, and investigators to assess claims
*Ensuring claims are genuine and supported by appropriate evidence
*Working with risk teams, brokers, underwriters, and other stakeholders to reach fair settlements
*Delivering fair outcomes while maintaining strong customer service standards
*Using internal systems to manage workload, tasks, and claim progression
*Managing communications via phone, email, and shared mailboxes
KNOWLEDGE & SKILLS:
*Previous experience handling motor claims, including personal injury, with responsibility for your own caseload
*Working knowledge of the MOJ and OIC portals, including key processes and deadlines
*Understanding of wage loss claims and the importance of CRU certification
*Experience handling bodily injury claims, including progression through litigation where applicable
*Ability to assess and value injury claims using appropriate tools and guidelines
*Understanding of BHR and credit hire negotiation techniques
*Awareness of relevant case law and experience applying intervention strategies
*Experience reviewing AUDATEX and engineers’ reports
*Experience working with engineers, adjusters, and investigators in assessing vehicle damage
*Strong communication skills, both verbal and written, with the ability to actively listen
*Ability to multitask, prioritise workload, and manage time effectively
*Competent in Microsoft Office applications (Word, Outlook, Excel)
*Understanding of the legal process relating to motor insurance claims
PERSONAL SPECIFICATION:
*Positive and proactive attitude with a resilient and optimistic approach
*Committed, motivated, and able to take initiative when managing challenging workloads
*Strong team player who is supportive, collaborative, and willing to assist others
*Empathetic approach when dealing with customers in difficult situations
*Clear communicator, able to explain complex information in simple, professional language
*Trustworthy and able to handle sensitive and confidential information appropriately
*Quick learner with the ability to absorb and retain technical and procedural information
*Comfortable using IT systems and able to navigate case management platforms effectively
LOCATION:
*Home-based, with requirement to travel occasionally for training, meetings, or business needs.