Total Loss Claims Handler

Location: Liverpool

Working hours: 37.5 hours a week. Monday to Friday 8:00am to 6:00pm, plus 1 in 4 Saturdays

Salary: £25,877 plus a performance related bonus of up to £1,500 annually (paid quarterly and subject to passing probation)

Our Total Loss Department is looking for conscientious and empathetic individuals to provide support to our customers at a time when they need us the most. We are looking for people who thrive on engaging with customers to ensure we achieve the right outcome for both customer and company.

You will be responsible for assisting our policyholders with insurance claims providing the very highest standards of customer service, ensuring that each incident is handled with appropriate time scales and professional manner.

What you will be doing:

• Proactively manage a portfolio of policyholder total loss claims through to settlement.
• Complete thorough indemnity investigations on all cases.
• Work closely with the in-house engineers to guarantee a fair settlement with the policyholder.
• Ensure that all validated claims are processed within the agreed SLAs.
• Provide excellent customer service level expectations, taking ownership of all inbound communication.
• Show attention to detail in the handling of insurance claims and provide chronological notes for the customer.
• Provide effective communication to Policyholder of all claim decisions and progression of insurance claims.
• Maintain effective diary management to reduce settlement time.
• Expertly assess policy indemnity.

What we’re looking for:

• Attention to detail.
• Strong customer service skills.
• Motivated self-starter.
• Confident and persuasive communicator.
• PC literate with excellent administration and processing skills.
• Relevant experience in the insurance sector.

About Acorn Insurance:

With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.

At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You’ll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us.

We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident Level 1 and Level 2 employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day.

The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025.

Why Acorn Insurance?

Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the "your tomorrow" benefits you will receive include:

• Wellbeing: Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays). Enhanced paternity pay and 16 weeks full maternity pay. Colleague Assistance programme offers a suite of wellbeing services such as: 6 Free Counselling sessions per year, Unlimited access to a telephone councillor 24/7, Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor. Network of internal qualified mental health first aiders are available to provide support to colleagues.
• Financial: A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner. Ability to access your earnings before payday via Dayforce Wallet. Company pension scheme. Refer a friend scheme with a £250 bonus for every colleague recommended on passing their probation period. Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice. Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary.
• Reward, Recognition and Culture: Long Service Award paid on 5, 10- and 15-years' service. A reward and recognition hub to celebrate and reward colleagues and peers. Consistent and engaging company events including company awards, competitions and charity fundraisers. Budgets for department leaders to use for social and engagement events.

Candidates with experience or relevant job titles of; Customer Claims Executive, Claims Account Manager, Claims Customer Service, Case Handler, Customer Claims Handler, Claims Advisor, Claims Assistant will all be considered.