Outside Auto Appraiser

Travelers • Lakeville, MA

9d • Remote

About The Position

The Outside Auto Appraiser inspects damaged vehicles, estimates repair costs, works with repair facilities, and determines and settles the actual cash value of total-loss vehicles to support accurate and timely claim settlements. This customer-facing role calls for technical expertise in vehicle damage assessment, strong customer service, and independent work in a fast-paced environment. The appraiser also serves as a technical resource to auto claim staff, advising claim professionals on vehicle damage.

The position is based remotely, with work at residential and/or commercial locations and a combination of mobile work, work from the primary residence, or work from the nearest Travelers office. A valid Massachusetts Auto Appraiser license issued by the Auto Damage Appraising License Board is required for consideration.

Requirements

• High school diploma or GED.
• One year of auto physical damage appraisal or comparable claim-related experience, or successful completion of the required Travelers Claim Representative training program.
• Valid driver's license.
• Valid Auto Appraiser license issued by the Auto Damage Appraising License Board as required by Massachusetts.
• The posting states an active adjuster license where applicable.
• The posting states a bachelor's degree as an ideal qualification.
• Two years of auto physical damage appraisal experience is listed as an ideal qualification.
• Proficiency with claims management and estimating software, with advanced skills in Microsoft Office and enterprise technology systems and platforms.
• Strong verbal and written communication skills.
• Sound judgment and effective decision-making ability.
• Strong customer service skills and commitment to a positive customer experience throughout the claim process.
• Attention to detail, organizational skills, and ability to manage and prioritize multiple tasks in a fast-paced environment.
• Conflict resolution skills and the ability to facilitate productive discussions and reach equitable outcomes.
• Ability to manage stress, handle difficult situations professionally, and take accountability for decisions.
• Basic understanding of insurance principles and terminology, state insurance regulations, and claim handling requirements.
• Ability to learn quickly from experience and apply learning flexibly to new situations.

Nice To Haves

• Bachelor’s degree.
• Active adjuster license, where applicable.
• Two years of auto physical damage appraisal experience.

Responsibilities

• Inspect and assess vehicle damage from accidents, weather events, and other covered losses through virtual or on-site inspections at body shops or customer locations.
• Review estimates, conduct virtual inspections, and collaborate with repair facilities to support accuracy, consistency, and quality across claims.
• Prepare repair estimates using industry-standard estimating software to calculate parts, labor, and materials needed to restore vehicles to pre-loss condition.
• Evaluate and settle total-loss claims by determining actual cash value through market research, comparable vehicle analysis, and valuation tools and methodologies.
• Negotiate repair costs and settlements with body shops, customers, and third-party claimants to reach fair, timely resolutions while maintaining quality repair standards.
• Identify and document pre-existing damage, prior repairs, and potential fraud indicators.
• Coordinate with claim representatives, body shops, and vendors on repairs, supplements, and coverage or repair-related issues.
• Explain the appraisal process, answer customer questions, help move claims toward timely resolution, and keep vehicle owners informed throughout the claim lifecycle.
• Adapt to technology implementations, system upgrades, and digital tool rollouts, particularly involving AI, while maintaining productivity and service quality.
• Perform other duties as assigned.

Benefits

• Health insurance coverage for employees and eligible family members beginning on the first day of employment.
• Dollar-for-dollar 401(k) match on contributions up to the first 5% of eligible pay, subject to an annual maximum.
• Paying it Forward Savings Program, with an annual Travelers contribution to the employee's 401(k) when the employee makes a student loan payment.
• Pension Plan funded 100% by Travelers.
• At least 20 days of paid time off annually and nine paid company holidays.
• Wellness program with tools, discounts, resources, and support for wellness and caregiving needs.
• Mental health program offering free professional counseling, health coaching, and other resources.
• Matching Gift and Volunteer Rewards program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED