Personal Injury Handler

Policy Expert Claims delivers a dedicated, end-to-end claims management service . Combining cutting-edge proprietary technology with the highest standards of customer care, we provide seamless support from the very first point of contact through to final resolution, ensuring customers feel supported every step of the way.

Our team of experts have earned the trust and confidence of thousands of customers by consistently delivering results. With a 4.5-star Trustpilot rating, we're proud to be recognised for our commitment, expertise, and determination to go above and beyond when it matters most.

To manage a portfolio of motor personal injury claims, with primary responsibility for claims progressed through the Official Injury Claim (OIC) and Ministry of Justice (MOJ) portal processes. The role requires strong personal injury technical knowledge and considerable working knowledge of the Claims Outcome Advisor (COA) system to ensure claims are investigated, progressed, valued and settled accurately, efficiently and within required timescales.

The post holder will take ownership of claims from receipt through to settlement or appropriate escalation, delivering fair customer outcomes, maintaining accurate claim records, controlling indemnity spend and complying with delegated authority, regulatory and internal requirements.

Key Responsibilities:

• Manage a personal caseload of OIC and MOJ motor personal injury claims from notification through to settlement, litigation transfer or closure.
• Review Stage 1 claim information, investigate liability and make appropriate acceptance or rejection decisions within delegated authority.
• Monitor portal stages, work queues and deadlines and progress claims proactively to avoid unnecessary delay or missed actions.
• Ensure MOJ and other non-OIC matters are recorded and progressed through the correct process, with required documents and actions maintained on the relevant claims systems.
• Use COA as a core claims-handling and workflow tool, maintaining accurate claim, injury, offer, settlement and litigation information.
• Use COA work queues to identify outstanding activity and prioritise claims according to stage and required action.
• Manage OIC claims received through the A2A integration through COA, using direct portal access only where required for an approved operational reason.
• For MOJ and non-portal claims, manually maintain relevant claim and medical information within COA where required and ensure corresponding portal or external responses are completed.
• Understand and appropriately use COA offer tracking, automated tariff-offer functionality, medical-review support and litigation records.
• Identify and escalation COA, portal or transmission mismatches and ensure successful completion of actions is verified rather than assumed.

Medical Evidence, Quantum & Settlement

• Review and interpret medical reports and supporting evidence, assessing injury type, prognosis, causation and quantum.
• Validate any AI-assisted medical-review output before relying upon it as part of the claim decision.
• Assess appropriate settlement values using applicable tariff rules, relevant guidance and the evidence presented.
• Record claimant and defendant offers accurately and negotiate settlements within delegated authority.
• Raise payments where required and ensure settlement actions and claim records are completed accurately.
• Investigate liability using the available claim evidence and identify contributory negligence or causation issues where relevant.
• Identify fraud indicators, inconsistencies, validation concerns and potential indemnity leakage, escalating in accordance with internal procedures.
• Maintain appropriate reserves and make evidence-based decisions within delegated authority.
• Recognise claims requiring escalation, litigation instruction or transfer to a more complex handling route.

Claim Records, Compliance & Customer Outcomes

• Maintain clear, contemporaneous Motorlink/TCS claim notes covering key evidence, injury details, decisions, offers, settlement activity and rationale.
• Ensure information entered into OIC, MOJ, COA and internal claims systems is accurate, complete and consistent.
• Protect confidential claimant and medical information and comply with access, information-security and data-protection requirements.
• Deliver clear, professional communications with claimant representatives, customers, solicitors and other stakeholders.
• Handle claims in a way that supports fair customer outcomes, regulatory compliance and effective…