Claims Handler

Tesco Insurance; Newcastle upon Tyne; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Pension up to 7.5%

Virtual GP Service

Annual bonus (performance related)

28 days holiday equivalent

Colleague discount

Enhanced parental leave

Learning opportunities

Job summary

Tesco Insurance is seeking a Claims Handler for the Total Loss team in Newcastle. You will support customers from total loss notification through to settlement, using valuation tools and systems to agree fair settlements and maximise salvage returns. Training will be office-based before transitioning to hybrid work.

This busy role requires strong customer focus, excellent communication, and the ability to manage a varying caseload while delivering fair outcomes for customers.

Qualifications

• Proven experience handling motor insurance claims, ideally including total loss claims.
• Strong customer focus with excellent communication across multiple channels.
• Strong organisational and time management skills with ability to prioritize workloads.
• Resilient, solution-focused, with ability to learn new systems quickly.

Responsibilities

• Review, assess and settle total loss claims in line with policy terms and service standards.
• Support customers through the total loss journey via phone, email and other channels.
• Obtain information, provide updates and resolve queries efficiently.
• Use valuation tools and processes to agree fair settlements and maximise salvage.
• Escalate complex cases where appropriate and work with stakeholders to achieve outcomes.

Skills

Motor claims experience

Customer service

IT literacy

Multi-channel communication

Job description

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

Claims Handler – Total Loss

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

Why this role?

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.

What you’ll be doing

• 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.

What we’re looking for: (minimum criteria)

• 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.

And if you have any of these, even better

• 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.

What’s in it for 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.

Interviews

As a Disability Confident Employer (Level 2), we’re committed to creating an accessible and supportive environment for all. We offer reasonable adjustments throughout the recruitment process, including interviews, to ensure every candidate has a fair opportunity to succeed.

We also know the importance of balancing work with life’s other commitments. Please talk to us at interview about the flexibility you need, as we’re committed to exploring part time and flexible working opportunities, at every level of the organisation.

Interviews are expected to be held from w/c 21st September.

Why Tesco Insurance and Money Services?

Seeing your impact all around you: there's no better feeling.

Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day.

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for.

Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome.

So, if you want a career where you can do good and feel good, you've found it.

Let's make everyday a little better.

Our story

Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference.

We began life in 1997 and now help more than 2 million customers protect what matters to them.

We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centers are open seven days a week.

Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.