Total Loss Adjuster

The Hanover Insurance Group; Massachusetts; Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401K with company match

PTO

Tuition reimbursement

Company paid holidays

Flexible work arrangements

Job summary

The Hanover Insurance Group is hiring a Total Loss Adjuster for its Auto Claims team. This full-time, exempt role offers a hybrid schedule (two days in the office) across Worcester, MA; Richmond, VA; Syracuse, NY; Itasca, IL; Howell, MI / Farmington Hills, MI.

You will manage auto total loss claims end-to-end, including valuation, title, salvage, and settlements, while delivering excellent customer service.

Qualifications

• Associate degree required; bachelor's degree preferred or combination of education and experience.
• Typically has 2-4 years of relevant claim-handling experience.
• Guidewire experience is a plus.
• Proficient with MS Office and internet/navigation tools.
• Knowledge of insurance products, processes, and relevant laws.
• Ability to negotiate within authority and handle moderately complex claims.

Responsibilities

• Manage auto physical damage total loss claims from assignment through resolution.
• Investigate coverage, evaluate damages, and identify total loss exposures.
• Review valuation reports to support fair settlements.
• Negotiate settlements within authority limits.
• Coordinate title processing, salvage disposition, and lienholder settlements.
• Communicate with customers, claimants, repair facilities, and vendors throughout the lifecycle.
• Explain valuations and settlement options with professionalism.
• Maintain reserves and authorize payments within limits.
• Ensure compliance with title, salvage, and total loss regulations.
• Identify SIU referrals for suspicious claims and pursue subrogation opportunities.

Skills

Customer service

Communication

Negotiation

Analytical thinking

Decision making

Team collaboration

Education

Associate degree

Bachelor's degree preferred

Tools

Guidewire

MS Office

Job description

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

Our Auto Claims team is currently seeking an Total Loss Adjuster.

This is a full-time, exempt role with a hybrid work schedule (two days in the office) at one of our Hanover offices:

• Worcester, MA
• Richmond, VA
• Syracuse, NY
• Itasca, IL
• Howell, MI / Farmington Hills, MI

POSITION OVERVIEW:

The Total Loss Adjuster is responsible for managing auto total loss claims from assignment through settlement. This role requires expertise in vehicle valuation, title and salvage processes, coverage analysis, customer communication, and claim resolution. The adjuster works directly with insureds, claimants, lienholders, vendors, and internal business partners to ensure accurate and timely handling of total loss claims while delivering an exceptional customer experience.

IN THIS ROLE, YOU WILL:

• Manage a caseload of auto physical damage total loss claims from assignment through resolution.
• Investigate and determine coverage, evaluate damages, and identify total loss exposures in accordance with policy provisions and state regulations.
• Review and analyze valuation reports to ensure accuracy and support fair claim settlements.
• Negotiate and settle total loss claims within established authority limits.
• Coordinate vehicle ownership transfers, title processing, salvage disposition, and lienholder settlements.
• Communicate effectively with customers, claimants, repair facilities, salvage vendors, rental partners, and other stakeholders throughout the claim lifecycle.
• Explain total loss valuations, settlement options, and claim decisions with empathy and professionalism.
• Establish and maintain accurate reserves throughout the life of the claim.
• Authorize payments and settlements within assigned authority levels.
• Ensure compliance with state-specific title, salvage, and total loss regulations.
• Identify and refer suspicious claims to the Special Investigation Unit (SIU) when appropriate.
• Recognize and pursue subrogation opportunities and support recovery efforts.
• Maintain accurate, detailed, and compliant claim documentation.
• Utilize Guidewire and other claims technologies to efficiently manage workflows and claim activities.
• Collaborate with underwriting, legal, vendors, and business partners to resolve complex claim issues.
• Deliver exceptional customer service while maintaining productivity, quality, and compliance standards.
• Participate in team discussions, training initiatives, and continuous improvement efforts.
• Mentor less experienced adjusters and share best practices related to total loss handling.
• Maintain applicable adjuster licenses and complete continuing education requirements.

WHAT YOU NEED TO APPLY:

• Associate degree required; bachelor's degree preferred or combination of education and experience.
• Typically has 2-4 years of relevant claim-handling experience.
• Guidewire experience is a plus.
• Proficient with basic computer navigation; ability to use basic software. systems/applications (Suite of MS Office Products) and use of the internet.
• Knowledge of insurance products, processes, and relevant laws.
• Learn and handle negotiations independently within authority, understand common tactics for moderately complex claim resolution.
• Communicate clearly and empathetically across various channels.
• Operate with decision-making latitude; adapt to changing situations.
• Deliver difficult messages with clarity and professionalism.
• Collaborate with team members and maintain constructive relationships.
• Manage multiple tasks and deadlines with strong organizational skills.
• Negotiate claims independently within authority limits.
• Understand insurance principles, policies, procedures, and terminology.
• Possess investigative skills and follow procedures and guidelines.

Core Capabilities:

• Analytical Reasoning: The ability to identify problems, understand your impact, gather input and data, and develop an effective solution.
• Customer Centricity: Makes customers/clients and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains customer trust and respect; meets or exceeds customer expectations.
• Digital Fluency: Effectively uses digital tools and technology appropriately to find, evaluate, create, and communicate information understands how to navigate digital platforms, use software applications, and leverage technology for productivity and communication purposes.
• Persuasion and Influence: Uses appropriate interpersonal skills and techniques to gain acceptance for ideas or solutions; uses influencing strategies to gain genuine agreements; seeks to persuade rather than force solutions or impose decisions or regulations.
• Professional Insurance Acumen: Demonstrates a deepening understanding of the insurance industry and the ability to apply specialized technical skills to address complex challenges, adapt to industry trends, and drive value for the organization.
• Planning and Execution: Plans, prioritizes and manages resources and time effectively to achieve specific goals or deadlines.

This job posting provides cursory examples of some of the job duties associated with this position. The examples provided are not complete, and the position may entail other essential and job-related functions and responsibilities that employees will be required to perform.

CAREER DEVELOPMENT:

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:[e-mail] and include the link of the job posting in which you are interested.

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Applicants who are California residents:

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Compensation:

The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.