Total Loss Claims Handler in Liverpool

Join to apply for the Total Loss Claims Handler role at Ask Acorn in Liverpool. Working Hours: 37.5 hours a week, Monday to Friday 8:00am‑6:00pm, plus 1 in 5 Saturdays. Salary: £25,877 to £29,777 plus up to £1,500 performance‑related bonus per annum, once established within your role.

About the Role:

The Total Loss department is a fast‑paced and energetic department where no two days are the same. We are looking for people who enjoy engaging with customers and who can help us achieve the right outcome for both the customer and company. As a Total Loss Claims Handler, you will be responsible for assisting policyholders with their insurance claims and providing the highest standards of customer service, while ensuring that each incident is handled within appropriate time scales and in a professional manner. This is a fantastic role to start or enhance your career within the Insurance sector.

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 SLA’s.
• 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 the policyholder of all claims decisions and progression of insurance claims.
• Maintain effective diary management to reduce settlement time.
• Expertly assess policy indemnity.

What We’re Looking For:

• Excellent customer service skills.
• Naturally empathetic and the ability to connect with people.
• Quick fast‑paced problem‑solving ability.
• Positive can‑do attitude.
• Good IT skills and a confident communicator.
• Motivated self‑starter.
• Passionate about working as part of a team.
• Ability to make fast, informed decisions.
• Excellent organisational and prioritisation skills with a strong attention to detail.
• Desire to develop skills and experience within the insurance industry.
• Ability to deal with challenging customers and third‑party insurers.

Benefits:

• 35 days’ holiday (including bank holidays) with additional buy/sell options.
• 24/7 mental health support & free counselling available.
• Grow with us: Through career fairs, leadership programmes, and learning on the go!
• Flexible benefits, including early access to salary via our internal platform.
• Hybrid working options to support work‑life balance and individual needs.
• Recognition awards, social events & more.

Our Commitment To Our Colleagues:

• Mindful Employer – championing mental health and well‑being.
• Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities.
• Menopause Friendly accredited – supporting every stage of life.
• Armed Forces Covenant signatory – honouring those who serve.
• Great Places to Work 2024/25 – fostering an engaging and positive workplace culture.
• Best Place to Work for Development – proud to be investing in people’s future.
• Best Place to Work for Women – breaking down barriers to women’s career progression.

Checks & Clearances:

All roles at Acorn are subject to DBS and financial checks. Any offer we make will be conditional until these are completed to a satisfactory standard.

Visa Requirements:

Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post‑Study Work visa. At the moment, we’re not able to offer visa sponsorship.

We’re Here to Support You:

We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process or once you’re part of the team – just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.

Candidates with Relevant Experience:

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