Overview
The Senior Claims Handler is responsible for managing motor claims from First Notification of Loss (FNOL) through to the preparation and submission of payment packs, ensuring claims are fully documented and compliant before handover to the Credit Hire & Legal department for settlement. The role requires balancing technical expertise with strong customer and stakeholder management, ensuring claims are progressed fairly, promptly, and in line with regulatory requirements.
This is a senior position within the Claims Handling team, acting as both an escalation point for complex cases and a mentor to junior claims handlers. The role is central to achieving departmental targets for Average Hire Duration (AHD) and Turnaround Time (TAT), while maintaining RAA's reputation for quality service and compliance.
Responsibilities
· Manage the full end-to-end claims process, from FNOL through to payment pack stage. This includes verifying claim details, gathering evidence such as dashcam footage and police reports, assessing liability, and ensuring that every case progresses in accordance with company policy and industry standards.
· Act as the primary point of contact for insurers, repairers, solicitors, and third-party representatives. Ensure communication is clear, professional, and timely, supporting effective negotiation and resolution of claims.
· Exercise authority in approving liability decisions and repair instructions. Prepare settlement recommendations where appropriate, but refer final settlement approvals to the Credit Hire & Legal department. Escalate high-value or disputed claims with a clear case summary for decision.
· Ensure all claims handling activities comply with internal procedures, the FCA, GDPR, and industry frameworks such as GTA protocols. Proactively monitor compliance risks and take corrective action where necessary.
· Track and manage key claims metrics, particularly AHD and TAT, to ensure departmental targets are consistently met. Contribute to internal reporting by providing accurate updates and highlighting areas where process improvements may be required.
· Provide day-to-day guidance and support to junior claims handlers, offering advice on complex cases and reviewing their work where necessary. Foster a culture of continuous learning and knowledge sharing within the team.
· Maintain thorough and accurate case notes in the claims management system. Ensure every decision, update, and action is logged promptly so that the Customer Care team can provide routine driver and partner updates.
· Take ownership of escalated or complex claims where senior oversight is required, such as cases involving potential fraud, disputed liability, or high-value settlements.
· Identify opportunities to streamline the claims process, reduce delays, and enhance the customer experience. Actively contribute to departmental improvement projects and share best practices.
· Provide direct updates to drivers and partners only in escalated or complex circumstances. Routine updates remain the responsibility of the Customer Care department, supported by the accurate records you maintain in the system.
Requirements
· Minimum of 2–3 years' experience in motor claims handling, with a strong background in credit hire or accident management.
· In-depth knowledge of FNOL, liability assessments, repair management, and the payment pack process.
· Understanding of key compliance frameworks including FCA regulations, GDPR, and GTA protocols.
· Excellent communication and negotiation skills, with the ability to handle difficult conversations confidently and diplomatically.
· Strong organisational ability, capable of managing a large caseload while maintaining accuracy and attention to detail.
· Experience in mentoring, training, or supporting junior team members is desirable.
· Proficient in claims management systems and Microsoft Office applications.
Job Type: Full-time
Pay: £28,020.00-£30,160.44 per year
Work Location: In person