Job Description

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Company Description/ Business Unit

Location:

Tunbridge Wells (hybrid 3x per week in the office)

Employment Type:

Full time- permanent

Salary:

competitive salary

Hours:

37.5 hours per week



Think the AA is just about roadside assistance? Think again!



As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?



#LI-CL1 #LI-Hybrid

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This is the job

As a Senior Large Loss Handler, you will play a key role within our Large Loss Team, managing a portfolio of complex and high-value personal injury claims ranging from 100,000 to over 1 million. These cases will include both litigated and non-litigated claims, involving serious injuries such as brain trauma, amputations, and other complex medical conditions.



Beyond case handling, you'll also contribute to the growth and development of the Personal Injury department by supporting junior team members through training, mentoring, and referral guidance.



This is a high-impact role requiring technical expertise, strategic thinking, and a collaborative mindset.

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What will I be doing?

As a Senior Large Loss Handler, you'll be responsible for managing complex motor personal injury claims with precision, efficiency, and empathy. Your day-to-day responsibilities will include:

Claims Investigation & Assessment

Assessing indemnity, investigating liability and quantum to ensure thorough handling of motor claims and minimising indemnity spend.

Strategic Settlement

Applying tactical and commercial approaches to settle claims efficiently, reducing both lifecycle and cost.

Customer Communication

Delivering world-class customer service in line with industry and company standards, ensuring fair treatment and clear communication.

Caseload Management

Proactively managing your portfolio of claims, ensuring all correspondence and tasks are completed within agreed SLAs.

Third-Party Negotiation

Negotiating settlements with third parties to achieve fair and cost-effective outcomes.

Process Improvement

Enhancing the customer claims experience by identifying gaps in legal defence panel performance and implementing corrective actions.

Technical Expertise

Maintaining a high level of technical knowledge and staying up to date with market trends and legal developments.

Supplier Relationships

Building and maintaining strong working relationships with external suppliers and partners.

Reinsurance Reporting

Ensuring all reinsurer-reportable claims are regularly updated and communicated to senior management. Supporting reinsurance audits and presentations as needed.

Departmental Projects

Contributing to cost, service, and process efficiency initiatives across the department, and participating in wider team projects.

Referral Support

Handling referrals from the Personal Injury department for all cases valued at

25,000 and above

, providing expert guidance and oversight.
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What do I need?

To thrive in this role, you'll bring a blend of technical expertise, industry experience, and personal qualities that enable you to handle complex claims with confidence and care.



Capability, Knowledge & Experience


Extensive experience in the motor insurance industry, specifically in claims handling. Proven track record of managing personal injury claims valued between 500k and 1m. Skilled in handling multi-track bodily injury claims, including complex liability disputes. Strong understanding of: + Civil Procedure Rules + Serious Injury Guide
+ The Rehabilitation Code
+ Litigation procedures
Commercially astute with the ability to assess evidence and make sound decisions. Excellent written and verbal communication skills, with confidence in negotiation. Highly organised with effective time management and meticulous attention to detail. Creative problem-solver with the ability to "think outside the box." Deep knowledge of cradle-to-grave claims handling, including: + Personal injury claims (MOJ/Scottish and fast track) + Advanced liability
+ Credit hire
+ Fraud awareness
+ Principles of indemnity
+ RTA requirements and Article 75

Education & Qualifications


Graduate preferred. Minimum of 6 GCSEs, including Maths and English at Grade C or above, or equivalent demonstrable skills in numeracy and written English.

Personal Characteristics


Empathic and tactful in dealing with sensitive situations. Assertive and diplomatic when managing negotiations and disputes. Professional and composed under pressure, with a customer-first mindset.
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Additional Information

We're always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you'll have access to a range of benefits including:


25 days annual leave plus bank holidays + holiday buying scheme Worksave pension scheme with up to 7% employer contribution Free AA breakdown membership from Day 1 plus 50% discount for family and friends Discounts on AA products including car and home insurance Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more Company funded life assurance Diverse learning and development opportunities to support you to progress in your career Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!



We're an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.



As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.



We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.