Personal Injury Claims Handler

Haywards Heath or Manchester
Between £30,000 to £40,000 - Depending on experience
Customer & Operations
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We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. 

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.   

Do you have strong third party Injury claims experience? Do you enjoy negotiating and managing each claim to a conclusion and have strong knowledge of relevant jurisdictional rules and protocols.

Well look no further! We’re on the lookout for an experienced Personal Injury Claims Handler to join our growing organisation in either our Salford Quays, Manchester or Haywards Heath, West Sussex office.

It’s all about being assertive, having strong negotiation skills whilst providing our customers with real peace of mind throughout their customer claims journey.

Working flexibly, from the beginning of your career with us you'll spend most of your time in the office training getting into our First Central way of working, but then upon passing a probation period working from home can begin, with one day a week in the office (so living close to Salford Quays, Manchester or Haywards Heath, West Sussex (would be perfect). But of course, it’s your choice - if you prefer to be in the office more - that's good with us too. 

What’s our success? Well, that’s entirely down to our talented people, who we know, are our biggest asset. Check out our Glassdoor page to see what our employees think about working here. 

In return for working with us we will offer you:

  • Generous starting salary of between £30,000 to £40,000 - Depending on experience plus fantastic benefits
  • Monday to Friday 37.5 hours covering core hours  9am to 5:00pm – Flexibility available
  • Excellent career progression opportunities with increased salary available on completion of Progression level matrix
  • Blended approach to working in the office (1 day) and from home 4 days a week following training and passing probation

Personal Injury Claims Handler job responsibilities:

  • Proactively record, process and settle claims in accordance with our principles and to maintain files within our service standards
  • Own and manage a portfolio, of moderately complex Personal Injury, third party motor claims and associated damage claims, as defined below; within own agreed authority levels.
    • Scottish Claims
    • Northern Ireland Claims
    • Vulnerable Road User Claims; Pedestrians, motor cyclists, bicycles  
    • Specific KYO Claimant solicitors 
    • Initial fraud concern cases, if not retained by Fraud, e.g., LVI
    • Moderate bodily injury claims and psychological trauma
    • Claims managed within the Personal Injury Claims Portals
    • Claims managed within the Credit Hire Portal

  • Knowledge of all relevant sections of MOJ Reforms, Civil Procedure Rules, Personal Injury Pre-Action Protocol and Road Traffic Act (as applies in all jurisdictions) and the implications of being RTA/ARTICLE 75 insurer
  • Manage and negotiate (a small caseload) of development files outside own authority limit on strict referral to Senior Personal injury Specialists
  • Manage Third Party Property Damage (TPPD), including credit hire claims, in accordance with FCIM’s procedural requirements and own authority limits
  • Identify and champion potential fraudulent claims and action in accordance with FCIM’s guidelines
  • To Identify and pursue all potential recoveries from the relevant parties
  • To ensure that all files are reserved accurately and promptly in accordance with our reserving philosophy (most likely outcome)
  • To be personally responsible for ensuring the reserves fully reflect the level of damages on each file
  • Ensure liability is agreed within existing case law and accident circumstances
  • Effectively negotiate, as appropriate, with customers, suppliers, and all relevant Third-Party representatives
  • To Process and Authorise claim payments as required and in accordance with personal authorities
  • Act as a mentor/buddy and referral point to Personal injury Handlers
  • Assist Colleagues and, as directed, is involved in new starter training
  • Participates in internal audit activity and completes fully Rolling review activity   
  • Proactive management, assessment and sign off all litigation including tracking trends and identifying process improvements   
  • Ensure that any bodily injury claims which exceed the large loss criteria are reviewed and promptly reported to the Large Loss team
  • Ensure all continuous improvement ideas are raised via the Team leader or Technical Lead.
  • Develop and maintain effective relationships with colleagues and business partners
  • Be responsible for own personal development requirements in specialist area, by attending all training sessions to ensure understanding of technical issues
  • Ensure that all expressions of dissatisfaction are registered in accordance with FCIM’s complaint procedure
  • Achieve all personal objectives, Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
  • To carry out duties, activities and tasks as directed within the Claims and Fraud pillar to ensure all departments perform effectively and efficiently and meet the demands of First Central’s customers and any third parties
  • Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
  • Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
  • To adhere to and consider all regulatory requirements at all times, including Consumer Duty, DPA, AML and Anti Bribery principles, and ensure all direct reports are compliant.
  • To be compliant with health and safety policies at all times
  • To ensure compliance with company standards/regulations at all times
  • Any other reasonable duties

Personal Injury Claims Handler experience & knowledge:

  • Strong motor claims experience working within a bodily injury claims environment
  • Experience handling claims within an OIC (Official Injury Claims) Portal or similar (Desirable)
  • Proficient experience of handling personal injury claims including indemnity validation, accurate reserve setting, liability resolution, quantum assessment and settlement techniques
  • Experience of handling third party Injury claims liaising effectively with different claimant representatives (KYO/ Non KYO)
  • Proficient knowledge of liability assessment
  • Proven track record in personal injury claim handling, including dealing with personal injury claims within and out with the RTA Portal
  • Technical expertise with exposure to third party claims including credit hire and liability
  • Commercial awareness
  • Knowledge of regulatory framework relating to Motor Claims Understanding of the main principles of English Law as it applies in the technical motor claims and legal field
  • Previous knowledge of FCA requirements (including TCF) and the regulatory framework relating to Motor claims
  • Understanding of all aspects of motor claims, to include credit hire and potential fraud
  • To be conversant with all sections of Pre-Action Protocol for Low Value Personal Injury Claims, Civil Procedure Rules and the Road Traffic Act (RTA)

Personal Injury Claims Handler skills:

  • Thorough and effective communication skills, both verbal and written
  • Strong Negotiation and influencing skills
  • Excellent time management and organisation skills
  • Good assertive skills
  • Positively champions FCIMs philosophies and ways of working, is supportive of team leaders and managers to implement change
  • Auditing and coaching skills
  • Ability to act as a mentor/develop other and detect training needs.
  • Excellent time management and organisation skills with the ability to prioritise work
  • Strong Problem-solving skills with the ability to adopt a logical approach to resolving problems
  • Strong customer service skills
  • Good numeracy and literacy skills
  • Computer literate
  • Good Continuous Improvement tools and techniques
  • Ability to identify areas of business improvement.
  • Manages Customers expectations and can take difficult calls to prevent escalation

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here. 

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.

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86% of people would recommend a friend to work at First Central

Based on 164 Glassdoor reviews (March 2022)


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Simply Health Cash Plan

Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more

Flexible Bank Holidays

Eight flexible bank holidays; you can choose which festivals you observe


We’re passionate about it. Everyone gets a paid day off annually to volunteer

Electric Car Scheme

Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing

Flexible Working

We’re flexible; most roles let you mix office and home working. We work fluidly around core hours

Your Time in Need

Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you