Senior Technical Personal Injury Claims Handler

Senior Technical Personal Injury Claims Handler Customer Service Reference REF142A Contract Type Full-time Location Royal Tunbridge Wells Posted Date 17-09-2026 Company Description Location: Remote Employment Type:Permanent, Full Time Hours:37.5 hours per week, Monday-Friday Think the AA is just about roadside assistance? Think again. As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From Motor and Home Insurance to Financial Services, Driver Training and Business Services, we're committed to keeping Britain moving. We're now looking for an experienced Senior Technical Personal Injury Claims Handler to join our Large Loss Team. This is an opportunity to work on some of the most complex and high-value injury claims within our portfolio, whilst playing a key role in driving technical excellence across the wider business. Job Description This is the job Our Large Loss Team manages complex and high-value motor injury claims, including life-changing and catastrophic injuries with significant financial exposure. As a Senior Technical Personal Injury Claims Handler, you'll manage a portfolio of serious injury claims involving complex liability, causation and quantum issues. You'll work closely with solicitors, counsel, medical experts, reinsurers and rehabilitation providers to deliver fair and commercially sound outcomes for our customers. This role offers exposure to claims involving: Traumatic brain injuries Serious orthopaedic injuries Chronic pain conditions Psychological injuries Long-term rehabilitation requirements Significant care and accommodation claims Multi-track litigation Alongside managing your own caseload, you'll provide technical guidance across the wider Personal Injury function and contribute to the continued development of our Large Loss proposition. What will I be doing? Managing a portfolio of complex and high-value personal injury claims from notification through to settlement Investigating and assessing indemnity, liability, causation and quantum issues to achieve the best possible outcomes Developing and implementing effective claims strategies, balancing customer outcomes with commercial considerations Managing relationships with panel solicitors, counsel, medical experts and rehabilitation providers Negotiating settlements confidently on high-value and litigated claims Identifying opportunities to reduce indemnity spend and improve claims outcomes through proactive case management Ensuring reinsurer-reportable claims are accurately managed, monitored and communicated Providing technical guidance and support on complex injury claims referred from the wider PI department Monitoring legal, market and claims trends, sharing knowledge and best practice across the business Supporting departmental initiatives focused on operational efficiency, customer outcomes and cost management Delivering outstanding customer service and ensure claims are handled fairly and in line with regulatory requirements What do I need? To succeed in this role, you'll ideally have: Significant experience handling complex personal injury claims, including multi-track and litigated cases Experience managing claims with values exceeding £100,000, with exposure to serious injury and large loss claims Strong technical knowledge of liability, causation, quantum and indemnity principles Experience working with claimant and defendant solicitors, medical experts and counsel Excellent negotiation and stakeholder management skills Strong commercial awareness and the ability to make balanced, evidence-based decisions A proven track record of delivering positive claims outcomes whilst effectively controlling indemnity spend Excellent organisational skills and the ability to manage a demanding and varied caseload A strong understanding of the following would be advantageous: Serious injury and catastrophic injury claims Credit hire Fraud indicators and investigations RTA and Article 75 considerations Rehabilitation Code principles Reinsurance reporting requirements Additional Information Belonging at The AA At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work. Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed. Driven by People, Rewarded by Benefits We believe in rewarding our people. That's why we offer a comprehensive benefits package including; 25days' annual leave plus bank holidays, the option to buy additional holiday Up to 7% employer pension contribution Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance 24/7 GP access and wellbeing support for you and your family A wide range of employee discounts, including our popular car salary sacrifice scheme #J-18808-Ljbffr