Personal Injury/Fraud Handler

Tesco Insurance; Newcastle upon Tyne; Hybrid; GBP 30,000 - 34,000; Full time

Benefits offered by this job

Pension plan

Virtual GP

Annual bonus

Holiday entitlement

Colleague Card discount

Parental leave

Save to buy

Learning & development

Job summary

Tesco Insurance is seeking Personal Injury Claims Handlers to join our Insurance Money and Services team in Newcastle. You will manage a motor claims caseload from notification to settlement, ensuring customer-focused service and diligent claims handling.

The role emphasizes proactive investigation, negotiation with third parties and solicitors, and adherence to processes. Training is onsite in Newcastle with future hybrid options based on criteria.

Qualifications

• Excellent customer service skills with previous experience of working with customers in a motor claims environment.
• Experience in handling motor claims is essential; personal injury, third party damage and credit hire is preferable.
• Strong communication and negotiation skills.
• Ability to manage your own caseload of claims proactively and within deadlines.
• A common-sense approach with the ability to make robust decisions based on information presented.
• Strong PC skills and ability to use new software.

Responsibilities

• Managing your own caseload of motor claims, driving claims from notification to settlement.
• The claims will include personal injury and related third party vehicle and property damage.
• Investigating and validating circumstances of claims and potential fraud.
• Gathering, reviewing and evaluating information to determine liability and value.
• Liaising and negotiating with customers, third parties and solicitors for best settlement.
• Progressing claims to settlement within defined processes.

Skills

Motor claims experience

Customer service

Communication skills

Negotiation skills

Caseload management

PC literacy

Job description

Serving our customers, communities, and planet a little better every day.

Salary from £30,000 - £34,000 depending on experience + annual bonus & benefits

Work Level - 1

Location - Newcastle – Office to hybrid*

Office Attendance - Our roles are hybrid; however, you should be able to travel to our Newcastle office for the duration of training.

Shift - Monday to Friday 09:00 -17:00, 36 hours per week.

Training - You'll start your journey with around 10 weeks of onsite training to give you the best start and tools in your career. Training for this role will be office based in Newcastle, Monday - Friday 09:00 - 17:00, 36 hours per week.

*Once competent in role you’ll have the opportunity to move to hybrid working, if certain criteria are met.

Closing Date - 8 October 2026 at 5pm.

At Tesco Insurance, our Claims team does more than handle claims – we help customers through some of life’s most difficult and vulnerable moments. Whether it's a bump in the road, damage to a home, or a sudden emergency, every call is a chance to show we care and to do the right thing with empathy and expertise.

We’re proud of our NPS and customer satisfaction scores but even prouder of the skilled and compassionate colleagues behind those results. Whether resolving a claim or partnering with suppliers to deliver great customer outcomes, we’re building a team that listens, learns, and leads with kindness.

Here, your ideas matter, your growth is supported, and your work makes a real difference – especially when customers need us most.

Opportunity

We’re looking for Personal Injury Claims Handlers to join our Insurance Money and Services team. You’ll join a team of Personal Injury Claims Handlers supporting Tesco Customers through their insurance claims journey from notification to settlement.

The Role

In this busy and varied role, you’ll provide an excellent customer experience for our customers, supporting continuous improvement which will contribute to the company’s strategic goals. Please note this role is known as Personal Injury / Fraud Handler in Tesco Underwriting.

• Managing your own caseload of motor claims, you’ll use your knowledge and experience to drive these claims from notification to settlement in a proactive manner.
• The claims will primarily be personal injury but will also include associated claims for third party vehicle and property damage and credit hire.
• Investigating and validating circumstances of claims and the nature and extent of losses whilst keeping an eye out for fraudulent or exaggerated claims.
• Gathering, reviewing and evaluating information gathered to determine liability and value of claims.
• Liaising and negotiating with customers, third parties and solicitors to determine best settlement results.
• Working pro-actively and within defined processes and authorities to progress claims to settlement.

We need you to have (min exp):

• Excellent customer service skills with previous experience of working with customers in a motor claims environment.
• Experience in handling motor claims is essential. Experience in personal injury, third party damage and credit hire is preferable.
• Strong communication and negotiation skills.
• Ability to manage your own caseload of claims proactively and within deadlines.
• A common-sense approach with the ability to make robust decisions based on information presented.
• Strong PC skills and ability to use new software.

And if you have any of these, even better

• Experience of handling claims in the MOJ and OIC portals and claims outside of the portals.
• A knowledge and understanding of the Civil Procedure Rules and ability to apply this to your claims.
• Knowledge of the litigation process and various costs regimes is beneficial.

We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us.

We welcome applications from everyone. If you’re excited about this role but your experience doesn’t align perfectly with every requirement, we’d still love to hear from you.

What’s in it for you?

• A generous pension, with up to 7.5% employer contribution, depending on what you put in.
• Virtual GP Service for you and your family
• Performance related annual bonus.
• 7.2 weeks holiday, with the opportunity to buy more.
• Colleague Clubcard discount (10-15% + second card to share with someone else).
• Enhanced parental leave.
• Opportunities to Save and Buy as you earn.
• A place to get on - take advantage of our ongoing learning opportunities to help you achieve the job and career you want.

Info

As a Disability Confident Employer (Level 2), we’re committed to creating an accessible and supportive environment for all. We offer reasonable adjustments throughout the recruitment process, including interviews, to ensure every candidate has a fair opportunity to succeed.

We also know the importance of balancing work with life’s other commitments. Please talk to us at interview about the flexibility you need, as we’re committed to exploring part time and flexible working opportunities, at every level of the organisation.

Interviews

Interviews are expected to be held from September 2026.

Why Tesco Insurance and Money Services?

Seeing your impact all around you: there's no better feeling.

Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day.

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for.

Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome.

So, if you want a career where you can do good and feel good, you've found it.

Let's make everyday a little better.

Our story

Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference.

We began life in 1997 and now help more than 2 million customers protect what matters to them.

We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centers are open seven days a week.

Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.