Job Title:                      Total Loss Claims Adjuster

Department:               Claims

Reports To:                  MDA Manager

Classification:              Non-Exempt / Full Time

 

 

Summary of Position

The Total Loss Adjuster is responsible for managing claims involving vehicles deemed a total loss due to severe damage, theft, or other qualifying circumstances. The adjuster performs thorough evaluations, calculates settlements, and works closely with insureds, lienholders, salvage vendors, and repair facilities to resolve claims efficiently and fairly. This role requires a blend of technical expertise, negotiation skills, and customer service excellence.

 

Essential Job Requirements

 

1. Claim Investigation and Review

  • Assess reported losses to verify total loss status by analyzing damage severity, repair cost estimates, and appraiser recommendations.
  • Confirm policy coverage, including exclusions, deductibles, and limits, and ensure adherence to underwriting guidelines.
  • Collaborate with Material Damage Appraisers to validate repairability versus total loss thresholds.
  • Investigate potential fraud indicators, discrepancies, or inconsistencies in claims documentation or statements.

 

2. Vehicle Valuation

  • Determine the Actual Cash Value (ACV) of vehicles by utilizing industry-standard valuation tools (e.g., CCC One).
  • Adjust valuations based on pre-loss condition, mileage, optional equipment, and regional market trends.
  • Document and justify valuation methodology in compliance with company policies and regulatory standards.

 

3. Settlement Negotiation and Resolution

  • Communicate settlement values to policyholders, explaining calculations and addressing concerns professionally.
  • Negotiate equitable settlements that reflect the vehicle’s market value and policy terms.
  • Manage lienholder settlements by coordinating payoff amounts, title transfers, and satisfaction letters.
  • Handle disputed claims through escalation processes, re-evaluations, or third-party mediation if necessary

 

4. Title and Salvage Coordination

  • Facilitate title acquisition and ensure compliance with state salvage and total loss regulations.
  • Coordinate with salvage vendors to maximize vehicle recovery values for the company.
  • Oversee vehicle disposal, including scheduling salvage pickups and ensuring timely release of salvage vehicles.

 

5. Customer Service Excellence

  • Provide empathetic support to customers during challenging situations, ensuring they understand the claims process and their options.
  • Proactively update customers on claim status, timelines, and next steps.
  • Respond promptly to inquiries or concerns from policyholders, lienholders, or repair facilities.

 

6. Administrative and Compliance Duties

  • Maintain comprehensive, accurate claim files, ensuring documentation meets audit and regulatory requirements.
  • Adhere to state-specific claims handling regulations, including those governing unfair claims practices, salvage laws, and title processes.
  • Stay informed on regulatory changes affecting total loss claims and implement updates to procedures as needed.

 

7. Collaboration and Stakeholder Engagement

  • Work closely with Material Damage Appraisers, Field Adjusters, and the Salvage Department to streamline claim resolution.
  • Collaborate with underwriting, legal, and fraud units to address complex claims or emerging trends.

 

General

  • Maintains job knowledge through intermittent training/learning and incorporates new information into daily tasks.
  • Meet expectations for attendance and punctuality
  • Meet expectations for job performance and meeting company goals
  • Work overtime as required
  • Present a professional and helpful appearance
  • Perform other duties as may be assigned

 

Required Skills

  • Negotiation Skills: Proficient in negotiation, with a track record of achieving favorable settlements.
  • Investigative Skills: Strong analytical skills to evaluate claims data and gather pertinent evidence.
  • Communication: Exceptional written and verbal communication skills for professional interactions with all stakeholders.
  • Time Management: Able to manage multiple cases simultaneously, prioritizing tasks based on recovery potential and deadlines.

 

Required Education

  • Bachelor’s degree in business, finance, insurance, risk management, or a related field.

Required Experience

  • Minimum of 3-5 years in claims adjusting, or related insurance fields, with a focus on recovery and negotiations.
  • Prior experience in liability investigation, claims handling, or insurance recovery preferred.

Physical Requirements

  • May be sitting for up to 2 hours straight with short break
  • Constant keyboard entry for up to 2 hours with short break

 

Mental Requirements

  • Must be able to do simple math
  • Must have the ability to identify a problem and review related information to develop and evaluate options and implement solutions

 

Equipment Used

  • Computer

 

Supervisory Responsibilities

  • No
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