Loss Claims Handler

Job Title

Total Loss Claims Handler

Location: Liverpool

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

Job Type: Permanent, Full Time

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

The Total Loss department is a fast‑paced and energetic team where no two days are the same. We are looking for people who enjoy engaging with customers and can help us achieve the right outcome for both the customer and the company.

• Proactively manage a portfolio of policyholder total loss claims through to settlement
• Complete thorough indemnity investigations on all cases
• Work closely with in‑house 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, 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
• Expertly assess policy indemnity

• Excellent customer service skills
• Natural empathy and the ability to connect with people
• Quick, fast‑paced problem‑solving ability
• Positive, can‑do attitude
• Excellent organisational and prioritisation skills with strong attention to detail
• 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 our growth to a national leader. Part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table and employ 1,700+ people across the UK. Our values include running through walls for our customers and each other, challenging the status quo, succeeding together, and using smart judgement.

• 35 days’ holiday (including bank holidays) with additional buy/sell options
• 24/7 mental health support & free counselling
• Career development opportunities – career fairs, leadership programs, 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

• 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 invest in people’s future
• Best Place to Work for Women – breaking down barriers to women’s career progression

We are excited that you’re considering joining Acorn! If your application is successful, relevant employment checks will be conducted prior to commencing employment, including standard criminal record and insolvency register checks.

Visa Requirements
Because our training is comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post‑Study Work visa. At present, we are not able to offer visa sponsorship.

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.