Loss Claims Handler

Job Role

Total Loss Claims Handler – Acorn Group

The Total Loss department is fast paced and energetic, and no two days are the same. We seek people who enjoy engaging with customers and can help us achieve the right outcome for both the customer and company. As a Total Loss Claims Handler you will assist policyholders with insurance claims, providing the highest standards of customer service and ensuring each incident is handled within appropriate time scales and in a professional manner.

Location:

Liverpool.

Working hours:

37.5 hours a week, Monday to Friday 8:00 am to 6:00 pm, plus 1 in 5 Saturdays. Salary: £25,877 to £29,777, plus up to £1,500 performance related bonus per annum once established within the role.

• Proactively manage a portfolio of policyholder total loss claims through to settlement
• Complete thorough indemnity investigations on all cases
• Work closely with 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 effective communication to the policyholder of all claims decision and progression of insurance claims
• Maintain effective diary management to reduce settlement time
• Expertly assess policy indemnity

• Excellent customer service skills
• Naturally empathetic and able to connect with people
• Quick fast‑paced problem‑solving ability
• Positive can‑do attitude
• Good IT skills and 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

At Acorn Insurance, we’re proud of our Liverpool roots and our growth. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. We employ 1,700+ people across the UK and reached a milestone of £750 million in total value of insurance policies written in 2024.

• 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 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

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

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.