Claims Handler

Serving our customers, communities, and planet a little better every day.

Salary: From £27,200 + annual bonus & benefits

Work Level: 1

Location: Newcastle (Hybrid)

Office Attendance: Monday – Friday, 09:00 – 17:00. You'll start your journey with 6-8 weeks of training to give you the best start and tools in your career. Training will be office based. Once competent in role, you'll have the opportunity to move to hybrid working if certain criteria are met.

Closing Date: Applications close on 21/09/26 at 5pm

At Tesco Insurance and Money Services, our Claims team does more than handle claims. We support customers through some of life's most challenging moments, helping them navigate difficult situations with empathy, expertise and care.

We're looking for Claims Handlers to join our Total Loss Team. In this role, you'll support customers through their claims journey from total loss notification through to settlement.

This is a busy and varied role where you'll combine technical claims knowledge with excellent customer service to deliver fair outcomes for customers. You'll use valuation tools and online systems to assess claims, agree settlements, maximise salvage returns and ensure customers receive support at every stage of the process.

• Reviewing, assessing and settling total loss claims in line with policy terms, claims procedures and customer service standards.
• Supporting customers throughout the total loss claims journey, providing excellent service across telephone, email and other communication channels.
• Handling customer enquiries and correspondence, obtaining information, providing updates and resolving queries efficiently.
• Using valuation tools, systems and established processes to agree fair vehicle settlements and maximise salvage returns.
• Authorising claims within delegated authority levels and escalating complex or unresolved cases where appropriate.
• Working collaboratively with customers, suppliers, experts and internal stakeholders to achieve timely and effective claim outcomes.

• Proven experience handling motor insurance claims, ideally including total loss claims, with the ability to make confident, well-reasoned decisions.
• A strong customer focus, with excellent communication skills and experience supporting customers through a range of situations across multiple channels.
• Strong organisational and time management skills, with the ability to prioritise workloads, manage varying caseloads and deliver quality outcomes.
• A resilient and solution-focused approach, combined with strong IT literacy and the ability to quickly learn new systems, software and processes.

• Experience working within a total loss or vehicle damage claims environment.
• Knowledge of vehicle valuations, salvage processes and market research tools.
• Experience handling customer complaints and resolving complex customer queries.
• Cert CII qualification.

We welcome applications from everyone. If you’re excited about this role but your experience doesn’t align perfectly with every requirement, we’d still love to hear from you.

• A generous pension, with up to 7.5% employer contribution, depending on what you put in.
• Virtual GP Service for you and your family
• Performance related annual bonus.
• 7.2 weeks holiday, with the opportunity to buy more.
• Colleague Clubcard discount (10-15% + second card to share with someone else).
• Enhanced parental leave.
• Opportunities to Save and Buy as you earn.
• A place to get on - take advantage of our ongoing learning opportunities to help you achieve the job and career you want.

As a Disability Confident Employer (Level
2), we’re committed to…