Personal Injury Handler

Policy Expert Claims; Tonbridge; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

On-site gym

Free on-site parking

Free on-site breakfast bar

Snacks and beverages

Job summary

Policy Expert Claims is seeking a skilled claims professional to manage a portfolio of motor personal injury cases, focusing on OIC and MOJ portal processes. You will use COA for workflow, track settlements, manage medical information, and ensure timely resolutions with accurate documentation.

The role requires strong regulatory understanding, meticulous note-keeping, and decisive decision-making within delegated authority. Competitive salary and benefits offered in a supportive team environment.

Qualifications

• Experience handling motor personal injury claims, including OIC and/or MOJ portal claims.
• Extensive knowledge of COA system: workflow, medical information, offer tracking, settlement and records.

Responsibilities

• Manage a personal caseload of OIC and MOJ motor PI claims from notification to settlement or closure.
• Review Stage 1 information, assess liability, and decide acceptance or rejection within delegated authority.
• Monitor MOJ and non-OIC matters through the correct processes with required documents.
• Use COA to maintain claim, injury, offer and litigation information; manage work queues and prioritise actions.
• Interpret medical evidence, assess prognosis and quantum; validate AI-assisted outputs before use.
• Investigate liability and identify fraud indicators; escalate where needed.
• Maintain clear contemporaneous claim notes; ensure data accuracy across systems.
• Deliver professional communications with claimants, solicitors and stakeholders.

Skills

Motor PI claims

COA system

Portal knowledge

Documentation

Education

CII qualification

Tools

COA system

Job description

About us

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.

Useful links:

Trustpilot ¦ Glassdoor

About the role:

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:

OIC & MOJ Portal Claim Management

• 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.

Claims Outcome Advisor (COA)

• 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 elevate 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.

Liability, Fraud & Risk

• 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 indemnity control.

Key Requirements:

Essential

• Experience handling motor personal injury claims, including OIC and/or MOJ portal claims.
• Extensive knowledge and practical experience of the Claims Outcome Advisor (COA) system, including claim workflow, work queues, medical information, offer tracking, settlement, litigation records and claim status management.
• Good understanding of personal injury liability, causation and quantum principles.
• Experience reviewing medical evidence and making settlement recommendations.
• Understanding of delegated authority, reserving, indemnity control and escalation requirements.
• Strong written and verbal communication skills with accurate claim-record keeping.
• Ability to organise a caseload, prioritise time-sensitive portal activity and work accurately to deadlines.
• Experience of litigated or non-portal personal injury claims.

Desirable

• Knowledge of fraud indicators and counter-fraud referral processes.
• CII qualification or willingness to work towards relevant professional development.

In return, we can offer you:

Basic Salary £30-36,000 (DOE) as well as market leading benefits.

25 days Annual leave plus statutory holidays.

Just some of the great benefits we offer:

• On-site gym
• Free on-site parking
• Free on-site breakfast bar
• Complimentary on-site snacks and soft drinks
• Discretionary performance related bonus
• An extra day's holiday for your birthday

Policy Expert Claims is an equal opportunities employer, and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.

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