Case Handler (Personal Injury/Accidental Claims)

BA Communication Services

PKR 100,000 • Published Date: • Lahore, Pakistan (On-Site)

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Description

BA Communication Services invites skilled and compassionate individuals to join as a Case Handler specializing in personal injury and accidental claims. This role requires managing and supporting clients through all phases of the claims process, with a focus on workplace, public liability, or road traffic accident cases. As the initial point of contact for claimants, solicitors, and insurers, the Case Handler must provide clear guidance and empathetic communication while ensuring all case documentation is accurately logged and managed using advanced Case Management Systems. The position also involves upholding FCA conduct standards and conforming to strict data protection requirements. As a team leader managing a team of 20 personnel, this role incorporates direct supervision and mentoring, ensuring the delivery of high-quality client service and efficient claims resolution.

Responsibilities

Serve as the primary contact for clients, solicitors, and third parties involved in personal injury claims, ensuring prompt, professional, and compassionate communication throughout the claims lifecycle.

Accurately log new claims into the Case Management System, capturing detailed incident information and policy data to maintain comprehensive case files. Proactively collect outstanding documents such as medical records, police reports, and witness statements to facilitate timely claim progression.

Explain the claims process clearly and in empathetic language to clients who may be distressed or vulnerable, ensuring their understanding and comfort. Manage high volumes of inbound and outbound communications, including telephone calls, emails, and portal messages related to claim status, medical appointments, and vehicle hire arrangements.

Maintain detailed and organized audit trails for all claim communications and actions, supporting transparency and accountability. Resolve routine inquiries promptly to minimize delays, escalating complex liability disputes and client complaints to senior Claims Handlers or Team Leaders as necessary.

Lead and support a team of 20 claims professionals, providing guidance, motivation, and performance management to foster a collaborative and efficient working environment. Monitor team workflows to ensure compliance with regulatory standards and company policies. Collaborate with other departments to streamline claims handling processes and enhance client satisfaction.

Ensure strict adherence to FCA conduct rules, confidentiality, and data protection legislation in all aspects of claim handling. Continuously update personal knowledge of personal injury law, claims practices, and regulatory changes to maintain professional competence and service quality.

Experience

5 Years

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Required Skills

Nice to Have Skills