Claims Handler (Total Loss)

Tesco Insurance; Newcastle upon Tyne; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

A reputable insurance company in Newcastle is searching for a Claims Handler for Total Loss Insurance Claims. You will support customers through their claims journey, providing exceptional customer service via phone and email. Candidates should have a passion for helping others and a strong background in customer interaction. This role includes comprehensive training and offers an annual salary starting at £26,000, with opportunities for a performance-related bonus and benefits. Ideal for individuals wanting to make a difference.

Benefits

Colleague pension scheme

Virtual GP Service

Generous holiday allowance

Colleague Clubcard discount

Enhanced maternity leave pay

Ongoing learning opportunities

Qualifications

• Passion for delivering excellent customer service.
• Background in customer interaction over the phone or face-to-face.
• Excellent verbal and written communication skills.

Responsibilities

• Support customers through their total loss claims process.
• Handle inquiries and correspondence via phone and email.
• Ensure efficient and effective claims settlements.

Skills

Customer service orientation

Effective communication

Resilience in handling issues

Time management

Problem-solving mindset

Job description

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

Claims Handler | Total Loss

Salary: From £26,000 + annual bonus and benefits

Work Level: 1

Location: Newcastle

Working hours: 36 hours per week. Shift hours are Monday to Friday 09:00-17:00.

Training: You’ll start your journey with 6-8 weeks of training to give you the best start and tools in your career. Office based (Monday to Friday 09:00 -17:00) initially and once competent in role you’ll have the opportunity to move to hybrid working if certain criteria is met.

Closing Date: 30th January 2026

At Tesco Insurance, our Claims team does more than handle claims – we help customers through some of life’s most difficult and vulnerable moments. Whether it's a bump in the road, damage to a home, or a sudden emergency, every call is a chance to show we care and to do the right thing with empathy and expertise.

We’re proud of our NPS and customer satisfaction scores but even prouder of the skilled and compassionate colleagues behind those results. Whether resolving a claim or partnering with suppliers to deliver great customer outcomes, we’re building a team that listens, learns, and leads with kindness.

Here, your ideas matter, your growth is supported, and your work makes a real difference – especially when customers need us most.

Opportunity

We’re currently recruiting for a Claims Handler (Total Loss Insurance Claims Handler). We’re looking for customer service or sales experience.

The Role

You’ll support our Customers through their insurance claims journey from Total Loss notification to settlement. In this busy and varied role, you’ll provide an excellent customer experience for our customers via different communication channels such as telephone and email. Using a variety of online tools and portals you will agree a fair settlement for their vehicle and maximise salvage returns.

What you’ll be doing:

• Supporting our customers through their total loss journey, looking to settle the customers claims efficiently and effectively in line with the organization's standard claims procedures and customer service standards. Engaging experts where appropriate and authorizing claims within delegated authority.
• Handling Enquiries and Correspondence. Answering the telephone and assisting callers or those making a broad range of enquiries by email or mail or other means with any requests for information. Directing more complex matters to colleagues as necessary.
• Finding the most effective ways to respond to routine functional enquiries. Involves following procedures, precedents and valuation portals.
• Carrying out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.

We need you to have:

• Passion for delivering excellent customer service, with a strong focus on finding the best outcomes for our policyholders.
• Background in customer interaction, whether over the phone or face-to-face.
• A resolution-driven mindset with resilience to handle challenging situations effectively.
• Excellent verbal and written communication skills.
• Ability to make confident, well-informed decisions based on available information.
• Strong self-motivation and excellent time management skills to handle varying caseloads efficiently.
• Proficiency in PC usage and adaptability to learn new software quickly.
• The ability to work independently and as part of a team to get the job done.

What’s in it for you:

• Prepare for your retirement with our colleague pension scheme.
• Virtual GP Service for you and your family 365 days a year.
• Performance related annual bonus.
• Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
• Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday (worth up to £2K). As an added perk, we’ll give you a second card to share with someone else.
• Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.
• A place to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.
• Take part in our Buy as you Earn and Save as your Earn share schemes.

Everyone’s welcome

We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

Interviews

Interviews are expected to be held from January 2026.

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.

How to apply

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!