Case Handler (Personal Injury/Accidental Claims)

BA Communication Services

PKR 80,000 • Published Date: • Lahore, Pakistan (On-Site)

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Description

BA Communication Services invites skilled and compassionate individuals to join our team as a Case Handler specializing in personal injury and accidental claims. This role involves managing and supporting clients through all phases of the claims process, focusing on workplace, public liability, or road traffic accident cases. As the primary point of contact for claimants, solicitors, and insurers, the Case Handler provides clear guidance and empathetic communication, ensuring that all case documentation is accurately logged and maintained using advanced Case Management Systems. The role requires strict adherence to FCA conduct standards and data protection regulations to uphold professionalism and confidentiality. This position also includes leadership responsibilities, managing a team of 10 claims professionals. The Case Handler supervises and mentors the team to ensure the delivery of high-quality client service and efficient claims resolution. The successful candidate continuously monitors team workflows for compliance with regulatory and company policies, collaborates with other departments to streamline processes, and maintains an up-to-date knowledge of personal injury law, claims practices, and regulatory requirements. A minimum of three years of relevant experience is required to succeed in this dynamic and impactful role.

Responsibilities

• Act as the primary contact for clients, solicitors, and third parties involved in personal injury claims, ensuring timely, professional, and empathetic communication throughout the claims lifecycle.

• Accurately log and maintain detailed claims within the Case Management System, capturing all relevant incident details and policy information to build comprehensive case files.

• Proactively gather outstanding documentation such as medical records, police reports, and witness statements to facilitate efficient claims progression.

• Clearly explain the claims process to clients, focusing on compassionate communication to ensure their understanding and comfort during potentially distressing situations.

• Manage a high volume of inbound and outbound communications, including phone calls, emails, and portal messages related to claim statuses, medical appointments, and vehicle hire.

• Maintain detailed audit trails of all claim-related communications and actions to support accountability and transparency.

• Resolve routine inquiries promptly while escalating complex liability disputes and client complaints to senior Claims Handlers or Team Leaders as appropriate.

• Lead and support a team of 10 claims professionals by providing guidance, motivation, performance management, and mentoring to foster a productive and cooperative team environment.

• Monitor the team’s workflow to ensure compliance with FCA regulatory standards, confidentiality, and company policies.

• Collaborate with cross-functional departments to streamline claims handling processes and improve overall client satisfaction.

• Enforce strict adherence to FCA conduct rules, confidentiality obligations, and data protection legislation in all claims processing activities.

• Continuously update personal knowledge on personal injury law, claims handling best practices, and regulatory changes to maintain professional expertise and service quality.

• Mentor team members in professional development and regulatory compliance to build a strong, knowledgeable, and effective claims handling team.

Experience

3 Years

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