Loss Claims Handler

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 professional manner.

This is a fantastic role to start or enhance your career within the Insurance sector. Located in an amazing city centre location with fantastic views, transport links and very close to shops, restaurants, and many tourist attractions.

Liverpool

37.5 hours a week. Monday to Friday 8:00am to 6:00pm, plus 1 in 5 Saturdays

£25,877 to £29,777 Plus up to £1,500 performance related bonus per annum, once established within your role.

• Proactively manage a portfolio of policyholder total loss claims through to settlement
• Complete thorough indemnity investigations out on all cases
• Work closely with the inhouse engineers to guarantee a fair settlement with the policy holder
• 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 affective communication to the policyholder of all claims decision and progression of insurance claims
• Maintain affective diary management to reduce settlement time
• Expertly asses policy indemnity

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

At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group,we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UKand reached a milestone £750 million in total value of insurance policies written in 2024.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• 🦏 We run through walls for our customers and each other
• 🐐 We challenge the status quo
• 🐧 We succeed when we help those around us succeed
• 🐆 We decide quickly when the smart thing to do is use our judgement
• 🌴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 programs, 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

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

If you’re looking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool — Grow with Acorn.

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things…