Arc Legal Assistance is a specialist provider of legal expenses insurance and related services. 
Based in Colchester, we work with insurers, intermediaries, financial institutions and affinity groups, focusing upon delivering bespoke solutions providing 'best in market' legal advice and case handling.

Our business model for legal expenses insurance involves outsourcing legal advice and the legal conduct of claims to top quality law firms.

Purpose of the role

To provide an effective and efficient support function to the Senior Team Managers & Team Managers in the handling of legal expenses insurance to include but not limited to personal injury, both motor and non-motor, criminal prosecution, clinical negligence, landlord and tenant disputes, employment, contract and property. 

Main Tasks

Claims Administration

  • Assist claim handlers with the processing of claims by instructing solicitors, dealing with simple updates; correspondence; passing file to costs auditors where appropriate prior to settling bills
  • Ensure that new claims and correspondence are actioned in accordance with our service level agreements
  • Ensure that all correspondence (written or verbal) is polite, professional, relevant, substantive, clear, fair, accurate and not misleading and formatted in agreed templates and branding
  • Ensuring claims are managed in accordance with agreed diary procedures and assist in keeping the teams diary up to date 
  • Once a claim has been concluded reviewing the file to ensure that intended outcome has been achieved and noting file accordingly and ensuring final case reports have been added to files correctly
  • Inputting and updating the Claims Management System
  • Approving payments up to a specified approval limit 
  • Confirming bank details so that payments can be processed
  • Adding solicitor and payee details to the solicitor database and claims management system
  • Processing monthly invoice and final case report bordereaux
  • Ensure that customer expectations about the process and timescales are well managed and that there are no unnecessary or unreasonable delays in the claims process
  • Answering customer queries about the claims process in accordance with agreed procedure and in a courteous and efficient manner 
  • Contacting policyholders where they have expressed a desire to instruct their own solicitors to explain the benefits of using a panel solicitor
  • Making outbound telephone calls in order to gather information and otherwise expedite the ongoing claims management process
  • Where appropriate ensure that a full data protection check is carried out on all incoming and outgoing telephone calls and ensure that client confidentiality is maintained at all times and that data protection requirements are adhered to
  • Return all telephone calls to the policyholder on the same day or as agreed with the customer and complete a clear and precise attendance note for each call
  • Where appropriate, ensure that the policyholder is offered alternative options for assistance if the claim is not covered under the policy
  • Processing Data Subject Access Requests in line with company procedure 

General Tasks:

  • To carry out all work in accordance with agreed service standards and FCA regulations
  • To provide general assistance in the office and to colleagues where appropriate
  • Ad-hoc project work
  • Other duties and responsibilities as may be set by the Senior Team Managers and Team Managers

Experience and Person Specification


  • Experience and confidence in effectively communicating over the telephone and by email and in a professional and supportive manner
  • Excellent organisational and time keeping skills
  • Confidence to own tasks without supervision
  • Experience of using all Microsoft Office programs
  • Experience of administration work or customer service
  • Minimum of 5 GCSE’s (or equivalent) at A-C grades including English and Maths
  • Excellent verbal and written communication
  • Exceptional telephone manner


  • Experience of working in a busy office environment
  • Knowledge of Legal Expenses

Call us on 0344 770 9000