Virtual Triage Obvious Total Loss Adjuster

Allstate•McCullom Lake, IL

3d•$53,500 - $84,625•Remote

About The Position

The Virtual Triage Obvious Total Loss Adjuster is responsible for delivering exceptional customer service to individuals whose vehicles require repair. This role conducts virtual inspections of vehicle damage—including automobiles, motorcycles, ATVs, and RVs—prepares repair estimates, completes total loss valuations, and negotiates moderately complex (and occasionally more complex) settlements with repair facilities, tow yards, and customers. The adjuster accurately estimates repair times related to rental or loss‑of‑use needs. This position operates independently, managing and prioritizing its own workload while clearly explaining coverage, estimates, claim processes, settlements, and rental procedures to both agents and customers. A day in the life of the Virtual Triage Obvious Total Loss Adjuster, and what it takes to do the job! The Customer Service Expert – you’ll live into Allstate’s Claims Culture by caring, empowering, and restoring, and you will accomplish that by being compassionate, clear, and a committed partner in each Casualty claim. You lead with empathy, always. The Investigator – you’ll confidently and independently investigate casualty (and applicable LOB (line of business)) claims by performing detailed reviews of damage and interpreting policies to determine coverage. The Effective Communicator – you’ll use phone, emails and sometimes even video chat with customers to help them through a fast, fair, and easy claims process. You’ll also incorporate a specific approach to claim handling to offer the customer their preference of communication to efficiently discuss their claim needs and keep them updated on the claim progress. The Negotiator – You will evaluate and negotiate claims settlements with customers, vendors, third party carriers and claimants, in accordance with all legal and business standard methodologies. With negotiations, you will incorporate tactics in handling challenging and complex situations. The Problem Solver – you’ll utilize multiple tools to get the job done in a fast-paced environment, including estimate tools, job aids, and additional settlement platforms, all while using your sharp critical thinking skills. The Recorder – Your Eye for Detail Keeps Everything on Track - In this role, you’ll ensure claims are documented accurately and in line with policy agreements. As you handle each case, you’ll maintain clear, timely records in our claims system (which we’ll train you on). Your attention to detail helps keep the process smooth, organized, and transparent from start to finish.

Requirements

18 months or more experience writing Auto collision estimates.
Prior experience using an auto estimating program such as CCC One / Mitchel.
Summarizes documents and enters into claim system notes.
Documents a claim file with notes, evaluations, and decision-making process.
Must have a dedicated workspace in your residence that is private and free from distractions.
Minimum internet bandwidth of 50 MB down/5 MB up.
Appropriate work surface and seating.
May be required to obtain an adjuster’s license within 60 days of hire.
Must maintain all licensing required for your role, including continuing education and/or state-affiliated requirements for licensing renewal.

Nice To Haves

Active appraiser license or active adjuster license in TX, FL, or your resident state (for sign-on bonus eligibility).

Responsibilities

Conduct virtual inspections of vehicle damage (automobiles, motorcycles, ATVs, and RVs).
Prepare repair estimates.
Complete total loss valuations.
Negotiate settlements with repair facilities, tow yards, and customers.
Accurately estimate repair times related to rental or loss-of-use needs.
Manage and prioritize own workload.
Clearly explain coverage, estimates, claim processes, settlements, and rental procedures to agents and customers.
Investigate casualty claims by performing detailed reviews of damage and interpreting policies to determine coverage.
Use phone, emails, and video chat with customers to guide them through the claims process.
Incorporate a specific approach to claim handling to offer customers their preferred communication method.
Evaluate and negotiate claims settlements with customers, vendors, third-party carriers, and claimants.
Utilize multiple tools including estimate tools, job aids, and settlement platforms.
Ensure claims are documented accurately and in line with policy agreements.
Maintain clear, timely records in the claims system.
Work the Triage Tool and partner with the Good Hands Repair Network for potential total loss vehicles.
Determine reparability and if repairs can be settled rapidly.
Investigate moderately complex or occasionally complex files, review damage, take photos, and determine reparability or total loss.
Prepare damage estimates or valuations for moderately complex or occasionally complex claims and locate parts.
Evaluate diminished value in a moderately complex or occasionally complex claim.
Triage moderately complex and occasionally complex total loss claims.
Initiate payments (QCP, Fast Mobile Epay, etc.) and pay appropriate parties.
Respond to moderately complex and occasionally complex arbitrations contentions.