Claims Handler - Personal Injury

Haven Claims
12 Feb 2019
02 Mar 2019
Contract Type
Full Time
Purpose of the role:
  • To effectively manage a portfolio of motor claims encompassing third party personal injury, property damage, credit hire and accident damage from infancy through to settlement.
  • Validate claims with application of fraud and indemnity knowledge.
  • Exhaust all investigation avenues to facilitate accurate and prompt assessment of liability.
  • Provide excellent service to all stakeholders.
  • Ensure that indemnity spend is minimised with application of effective liability decision making and commercial considerations.
  • Application of accurate reserves in line with company guidelines.
  • Generate ideas to contribute towards the continuous improvement of the team.
Key Responsibilities:


  • Prompt and thorough liability investigations collating all available evidence to arrive at an accurate assessment of liability.
  • Application of accurate reserving.
  • Ability to capture and record key data ensuring its integrity throughout the lifecycle of the claim.
  • Excel against customer service level expectations and taking ownership of all inbound communication.
  • Attention to detail.
  • Ensure thorough chronological record keeping of all activity within file claim notes.
  • Ensure effective communication to Policyholder of all claim decisions and progression.
  • Accurate quantum assessment on presented claims.
  • Maintain effective diary management to minimise claims lifecycle.

Application of technical knowledge:

  • Expertly assess policy indemnity.
  • Identification of fraud indicators.
  • Proficiently investigate and assess liability drawing upon knowledge of relevant section of the highway code and case law.
  • Application of reserving philosophy.
  • Be proficient in the use and application of Visualfiles and other inelegance systems.
  • Ability to interrogate expert reports and apply findings to both liability and quantum elements of the claim.
  • Knowledge of the civil procedure rules with regards to offers, acceptances and litigation risks.
  • Good working knowledge of the Judicial Studies Guide to facilitate accurate quantification of personal injury claims.


  • Meet set targets in respect to the following:
    • Inbound and outbound call volumes.
    • Managing inbound written communication within set service level agreements.
    • Diary management.


  • Endorse and drive company values and behaviours.
Critical Competencies:
  • Attention to detail.
  • Strong customer service skills.
  • Ability to fact find and analyse information to result in accurate decision making.
  • Motivated self-starter.
  • Persuasive, strong and confident communicator.
  • PC literate with excellent administration and processing skills.
  • Ability to work as a team.
  • Proficient use of initiative
  • Demonstrate the maturity to be capable of working under a minimum of supervision.


  • Preferred Cert CII qualified or working towards.


  • Minimum three years experience managing personal injury motor claims or within a role with transferable skills.

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