Claims Handler (Total Loss) in Newcastle upon Tyne

At Tesco Insurance, our Claims team does more than handle claims – we help customers through some of life’s most difficult and vulnerable moments. Whether it’s a bump in the road, damage to a home, or a sudden emergency, every call is a chance to show we care and to do the right thing with empathy and expertise. We’re proud of our NPS and customer satisfaction scores and are building a team that listens, learns, and leads with kindness. Here, your ideas matter, your growth is supported, and your work makes a real difference – especially when customers need us most.

Salary: From £26,000 + annual bonus and benefits.

Location: Newcastle.

Working hours: 36 hours per week. Shift hours are Monday to Friday 09:00-17:00.

The Role: We’re currently recruiting for a Claims Handler (Total Loss Insurance Claims Handler). You’ll support our Customers through their insurance claims journey from Total Loss notification to settlement. In this busy and varied role, you’ll provide an excellent customer experience via telephone and email, using online tools and portals to agree a fair settlement for their vehicle and maximise salvage returns.

What you’ll be doing:

• Supporting our customers through their total loss journey, aiming to settle claims efficiently and effectively in line with the organisation’s standard claims procedures and customer service standards.
• Engaging experts where appropriate and authorising claims within delegated authority.
• Handling enquiries and correspondence.
• Answering the telephone and assisting callers or those making a broad range of enquiries by email or mail, or other means, with requests for information.
• Directing more complex matters to colleagues as necessary.
• Finding the most effective ways to respond to routine functional enquiries, following procedures, precedents and valuation portals.
• Carrying out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.

We need you to have:

• Passion for delivering excellent customer service, with a strong focus on finding the best outcomes for our policyholders.
• Background in customer interaction, whether over the phone or face-to-face.
• A resolution-driven mindset with resilience to handle challenging situations effectively.
• Excellent verbal and written communication skills.
• Ability to make confident, well-informed decisions based on available information.
• Strong self-motivation and excellent time management skills to handle varying caseloads efficiently.
• Proficiency in PC usage and adaptability to learn new software quickly.
• The ability to work independently and as part of a team to get the job done.

What’s in it for you?

• Prepare for your retirement with our colleague pension scheme.
• Virtual GP Service for you and your family 365 days a year.
• Performance related annual bonus.
• Generous holiday allowance with a minimum of 7.2 weeks, with the option to buy more.
• Colleague Clubcard with 10% discount (increasing to 15% every payday, worth up to £2K). Second card available to share with someone else.
• Family-oriented initiatives, including enhanced maternity leave pay, a shared parental leave policy, and 8-week paid paternity leave.
• Ongoing learning opportunities and award-winning training to help you achieve your career goals.
• Buy as you Earn and Save as you Earn share schemes.

Everyone’s welcome: We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, valuing the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

Interviews are expected to be held from January 2026.

How to apply: We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals. Our colleagues are working hybrid; you’ll have opportunities to meet with colleagues in our offices for moments that matter, such as team catch-ups and planning meetings. If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!

Closing Date: 13th February 2026 at 5pm