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Personal Injury HandlerTrinity Claims · Tonbridge
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Trinity Claims

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Personal Injury Handler

🗓️ Posted 2026-10-06 Tonbridge Hybrid Insurance Superannuation
💰 Salary 2 GBP–3,000 GBP/mo (30 GBP–36,000 GBP/yr) 📊 Market 2,083 GBP–2,916 GBP/mo
Salary: 30-36,000

About the Company

Policy Expert Claims delivers a dedicated, end-to-end claims management service, combining proprietary technology with high standards of customer care to support customers from first contact through to final resolution. The team has earned strong customer trust and a 4.5-star Trustpilot rating, and the employer says it is committed to expertise, determination, and going above and beyond when it matters most.

About the Job

This role manages a portfolio of motor personal injury claims, with primary responsibility for claims handled through the Official Injury Claim (OIC) and Ministry of Justice (MOJ) portal processes. The post holder owns claims from receipt through settlement or escalation, using the Claims Outcome Advisor (COA) system to investigate, progress, value, and settle claims accurately and within required timescales while maintaining fair customer outcomes, accurate records, and strong indemnity control.

Role & 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.
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  • ● 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.
  • ● 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.
  • ● 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.

Requirements

Experience

  • ● 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.
  • ● Experience of litigated or non-portal personal injury claims.

Skills

  • ● Experience handling motor personal injury claims, including OIC and/or MOJ portal claims.
  • ● 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.
  • ● Knowledge of fraud indicators and counter-fraud referral processes.
  • ● CII qualification or willingness to work towards relevant professional development.

Benefits

  • ● Basic Salary 30-36,000 (DOE).
  • ● Market leading benefits.
  • ● 25 days Annual leave plus statutory holidays.
  • ● On-site gym.
  • ● Free on-site parking.
  • ● Free on-site breakfast bar.
  • ● Complimentary on-site snacks and soft drinks.
  • ● Discretionary performance related bonus.
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  • ● An extra day's holiday for your birthday.