Total Loss Adjuster

The Hanover Insurance Group•Worcester, MA

3d•$63,000 - $70,000•Hybrid

About The Position

The Total Loss Adjuster manages auto physical damage total loss claims from assignment through settlement. The role involves vehicle valuation, title and salvage processes, coverage analysis, customer communication, and claim resolution. The adjuster works with insureds, claimants, lienholders, vendors, and internal business partners to handle claims accurately and promptly while delivering an exceptional customer experience. This is a full-time, exempt role with a hybrid schedule requiring two days in the office. The listed office locations are Worcester, Massachusetts; Richmond, Virginia; Syracuse, New York; Itasca, Illinois; and Howell or Farmington Hills, Michigan. The role also involves maintaining applicable adjuster licenses and completing continuing education. Employees are supported through on-the-job experience, personalized coaching, and learning and development programs.

Requirements

Associate degree required; a bachelor's degree is preferred, or equivalent combination of education and experience.
Typically 2–4 years of relevant claim-handling experience.
Proficiency with basic computer navigation, software and applications including Microsoft Office products, and internet use.
Knowledge of insurance products, processes, and relevant laws.
Ability to negotiate claims independently within authority limits and understand common tactics for moderately complex claim resolution.
Clear, empathetic communication across various channels.
Decision-making ability and adaptability to changing situations.
Ability to deliver difficult messages with clarity and professionalism.
Ability to collaborate with team members and maintain constructive relationships.
Strong organizational skills to manage multiple tasks and deadlines.
Understanding of insurance principles, policies, procedures, and terminology.
Investigative skills and ability to follow procedures and guidelines.

Nice To Haves

Guidewire experience.
Bachelor's degree.

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 in accordance with policy provisions and state regulations.
Review and analyze valuation reports for accuracy and to support fair settlements.
Negotiate and settle claims within established authority limits.
Coordinate vehicle ownership transfers, title processing, salvage disposition, and lienholder settlements.
Communicate 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 each 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 when appropriate.
Identify subrogation opportunities and support recovery efforts.
Maintain accurate, detailed, and compliant claim documentation.
Use Guidewire and other claims technologies to manage workflows and claim activities.
Collaborate with underwriting, legal, vendors, and business partners to resolve complex claim issues.
Deliver customer service while meeting productivity, quality, and compliance standards.
Participate in team discussions, training initiatives, and continuous improvement efforts.
Mentor less experienced adjusters and share total loss handling best practices.
Maintain applicable adjuster licenses and complete continuing education requirements.