Claims Handler

To investigate and assess civil liability in both public liability and road traffic claims for compensation made against or on behalf of the Metropolitan Police Service (MPS). This requires prompt, efficient and effective preparation of case papers, as well as the ability to use the Ministry of Justice Portal and OIC portal.

Following assessment of the merits or otherwise of individual claims, to communicate a decision to the claimant, negligent third party, legal representative or insurer clearly and appropriately.

To undertake negotiations for appropriate levels of compensation and request payments, having due regard for Finance procedures and guidelines.

This role will focus on leading on securing claims recoveries income for the Met, from drivers (or their insurers) where responsible for causing road traffic collisions involving Met vehicles.

To undertake claims related work as delegated by the Claims Manager.

Main activities include

• Lead on activities to ensure that the department meets its target annual recoveries income, as agreed with the Claims Team Manager.


• To personally handle claims recoveries files and secure recoveries income to a targeted level of performance as agreed with the Claims Team Manager.


• To review daily accident records to identify and assess liability and identify claim types, including recovery claim types and issue those claims to colleagues in the department as instructed by the Claims Team Manager.


• Supervise the Claims Administrator(s), currently 1 FTE within the team who spends 50% of her time on recovery files.


• To drive continual improvement of the process by which recovery files are handled, by identifying and communicating best practice approaches to colleagues.


• Ensure that departmental manuals and documented best practice for recoveries remain up to date and relevant.


• To assess incoming reports of incidents and letters of claim from third parties to determine what further enquiries are necessary, including site visits where necessary.


• To deal with new cases of personal injury through the Ministry of Justice Portal and OIC portal.


• To obtain additional information about an incident/claim by requesting reports and obtaining statements/other documentation from officers, MPS departments and independent witnesses.


• To place a reserve value on new claims in accordance with department reserving requirements and using own knowledge, enabling accurate expenditure statistics to be maintained.


• To evaluate the information obtained to make a sound and well considered decision and proposal on each individual claim, within the delegated authority limits.


• To communicate the decision of the department to the claimant, their legal representatives or insurers in writing or by phone.


• To negotiate settlements for personal injury and other claims including third party property claims, using Judicial College Guideline for the Assessment of General Damages in Personal Injury Cases, together with case law and other published guidelines. To negotiate and agree individual claim settlement payments routinely within a delegated authority (currently £10,000) and over this amount when authorised.


• To assist the Claims Manager with the preparation of cases. To undertake specified cases on a 'cradle to grave' basis under the general supervision of the Claims Manager.


• To assist the Claims Manager in the developmental supervision and training of junior or less experienced members of the department.


• To deputise for the Claims Manager and undertake additional duties from time to time, as required.


Contacts

• Daily In writing, by telephone, email or Microsoft Teams with MPS personnel (police and civil staff), members of the public, businesses, insurance companies and instructed professionals such as evidence gatherers, solicitors and barristers.


• Daily contact with other team members in Insurance and Claims.


• Weekly/Monthly attendance at claims handlers and departmental meetings.


Problem solving

• Following consideration of the incident report or letter of claim, to consider how far to extend enquiries, and the nature of same to reach a reasoned decision on liability.


• To evaluate information obtained and present the necessary facts to support a liability decision.


• To enter into negotiations, either in writing, on the telephone with a claimant or their representative, to ensure settlement is achieved in the most cost efficient and economic manner possible.


Decision making

• To make the necessary assessment on the validity of a claim received and recommend 100% acceptance of liability, an appropriate apportionment or repudiation, depending on the circumstances and the nature of the evidence gathered.


• To decide at what level to place a reserve on a claim in accordance with departmental reserving requirements, taking into consideration the extent of injury, damage and (in the case of injuries to MPS personnel) potential for medical retirement.


• For potential claims made on behalf of the Commissioner against a third party, to assess economic viability and likelihood of success and make the appropriate recommendations.


Authority level

• Routine delegated authority of up to £10,000 for payments in settlement or part settlement of claims and to higher limits when authorised by senior staff.


Impact

The claims handlers are expected to handle a caseload drawn from circa 3,000 claims received by the department each year.

High in terms of responsibility. The post holders have day to day hands on control for the majority of claim files and need to maintain a high level of specialist knowledge and demonstrate confidence both in writing and on the telephone. They also have responsibility for adherence to the Civil Procedure Rules to ensure that timescales are strictly adhered to.

High in terms of contact with the public. Claimants are often upset and aggrieved and if they are not handled with tact, care and consideration, this can lead to damaging and embarrassing adverse publicity for the MPS.

Insurance and Claims Services

The Insurance and Claims Services Team is part of Finance Services, within the Met's Corporate Services function.

The team performs a critical role for MPS through a claims management function and a strategic insurance programme and related internal insurable risk and indemnity services.

We respond to legal liability claims against the MPS, typically for road traffic accidents involving MPS vehicles, including employer liability claims and for damage caused through forced entries to premises in the execution of warranties. The team also manages recovery of monies from third parties who are at fault in causing road traffic accidents involving MPS vehicles.

The strategic insurance programme we manage protects the assets of the MPS and the related internal insurable risk and indemnity services we provide informs and enables operational areas of the MPS.


• Handling third party motor claims, from notification through to settlement, dealing with third parties directly or via solicitors, insurers and accident management companies.


• Handling all aspects of credit hire claims received from third parties, from ABI & non ABI GTA insurers.


• Good experience of handling personal injury claims including submissions from the OIC, RTA MoJ and MIB portals.


• Managing own caseload of claims and negotiating confidently to agreed settlements.


• Pursuing recovery of insurer client's outlays where liability on a claim may be attributed to a third party.


• Previous line management experience.


• Must have at least three years' substantial motor claims handling experience.
  
  Salary: The starting salary is £37,289, which includes allowances totalling £2,841.


The salary is broken down as £34,448 basic salary, which will increase annually until you reach the top of the scale £36,864 Plus, a location allowance of £1,841 and a non-pensionable allowance of £1,000.