Motor Claims Intervention Handler

Review incoming first-notification-of-loss (FNOL) claims daily to identify actionable third-party capture opportunities.

Make immediate outbound contact with third parties (via telephone, SMS, or email) to offer company-backed repair services and mobility solutions.

Negotiate direct settlements for vehicle damage, minor injury, and loss of use while maintaining cost-control benchmarks.

Review accident details, police reports, dashcam footage, and policy terms to quickly determine liability percentage and fault.

Determine when full liability should be admitted to secure third-party capture versus when liability should be repudiated or split.

Actively monitor and challenge third-party credit hire, credit repair, and storage costs.

Ensure all mitigation offers conform to relevant industry frameworks (such as the ABI General Terms of Agreement - GTA).

Instruct approved repair networks, engineers, and hire suppliers quickly to minimize hire duration.

Maintain accurate, up-to-date claim notes and financial reserves on the claims management system.

Ensure all communications and settlements comply with regulatory bodies (FCA, PRA, Data Protection/GDPR).

Recognize indicators of potential fraud or exaggerated claims and escalate them to the Counter-Fraud / Special Investigation Unit (SIU).

1-3+ years in motor claims handling (First-Notification-of-Loss, Third-Party Claims, or Credit Hire mitigation preferred).

A-Levels or Cert CII (Chartered Insurance Institute) qualification is desirable.

Strong telephone presence with the ability to build rapport quickly and convince non-fault drivers to accept direct services.

Understanding of motor liability, negligence, the Road Traffic Act, and credit hire principles/case law.

Clear understanding of claim indemnity spend and financial indemnity principles.

Ability to handle stressed or hostile callers with tact and professionalism.

Capacity to manage a high-volume desk with rapid SLAs for outbound contact.