Total Loss Adjuster

Hanover Insurance Group, Inc.; United States; Hybrid; USD 60,000 - 90,000; Full time

Job summary

Hanover Insurance Group, Inc. seeks a Total Loss Adjuster to manage auto total loss claims from assignment through settlement.

The role requires expertise in valuation, title, salvage, and coverage analysis, with strong customer communication and collaboration across stakeholders. The position offers a hybrid work schedule (two days in the office) at our Worcester, MA; Richmond, VA; Syracuse, NY; Itasca, IL; Howell, MI / Farmington Hills, MI offices.

Qualifications

• Associate degree required; bachelor’s degree preferred.
• Typically 2–4 years of relevant claim handling experience.
• Guidewire experience is a plus.
• Proficient with MS Office and internet navigation.

Responsibilities

• 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.
• Review valuation reports to support fair settlements.
• Negotiate and settle total loss claims within authority.
• Coordinate title processing, salvage disposition, and lienholder settlements.
• Maintain accurate, detailed, and compliant claim documentation.
• Deliver exceptional customer service while maintaining productivity and compliance.

Skills

Auto claims experience

Total loss handling

Negotiation

Customer communication

Guidewire

Education

Associate degree

Bachelor's degree preferred

Tools

MS Office

Guidewire

Job description

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.