Personal Injury Claims Handler

Business Area

Head Office, Longacre Claims




Contract Type

Full Time


Tunbridge Wells

Closing Date


Company description

Personal Injury Claims Handler

Location: Tunbridge Wells

Salary: up to £25k, depending on experience

Contract: Full time, permanent


This is the job

As a Personal Injury Claims Handler you will be responsible handling a portfolio of personal injury claims. You will have experience of handling liability disputes, managing customer expectations and a working understanding of the Pre Action Protocol, low value MOJ portal claims/non MOJ claims and current case law.

You will contribute to development of the Personal Injury department by offering assistance to the junior members of the claims department as a whole with training, referrals and mentoring.

Adhere to the FCA Treating Customers Fairly 6 Consumer Outcomes.

What will I be doing?

  • Handle a mixed portfolio of MOJ and non MOJ personal injury claims.
  • Assess liability for an accident and offer advice and guidance to customers giving an objective opinion on prospects and where necessary advise the customer where liability will rest.
  • Identify and report to the Personal Injury Claims Manager any claims where poor prognostic indicators are present.
  • Accurately record the information given to us by the customer concerning the circumstances of the incident.
  • Improve customer claims experience by identifying process / control gaps in panel performance and agreeing relevant actions.
  • Ensure our customers are treated fairly and that the customer receives world class customer service in accordance with industry and company guidelines.
  • Support cost, service and process efficiency projects across the department, as well has participating in departmental projects.

What do I need?

Capability, Knowledge and Experience:


  • Minimum 12 months’ experience of handling personal injury claims
  • Minimum 3 years’ experience in handling liability claims
  • Time management and organisation skills
  • Tact and assertiveness when dealing with internal colleagues and Senior Management Team


  • Excellent verbal and written communication skills
  • Detail-oriented with the ability to identify salient points from claims files
  • Comprehensive understanding of claims handling, including:
  • FNOL
  • Advanced liability
  • Credit hire
  • Fraud awareness
  • Personal injury claims (MOJ and non MOJ)
  • Principles of indemnity
  • Requirements under the RTA and Article 75


Education and Qualifications:

Graduate preferred, but minimum 6 GCSEs including Maths and English at Grade C or above or demonstrable ability in numeracy skills and written English

Additional Information

What else is expected of me?

Good conduct matters at the AA.  It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing.  Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.