Policy Expert Claims
Personal Injury Handler
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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.
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 escalate COA, portal or transmission mismatches and ensure successful completion of actions is verified rather than assumed.
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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.
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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
Application deadline: This position will remain open until we have found the right person for the job.
We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.
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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