Tesco Insurance • Newcastle - Q8 Building, Quorum Business Park, Longbenton, NE12 8BU • Permanent • Apply by 19-Jun-2026
Serving our customers, communities, and planet a little better every day.
Claims Handler | Total Loss
Salary: From £27,200 + annual bonus and benefits
Work Level: 1
Location: Newcastle
Working hours: 36 hours per week. Shift hours are Monday to Friday 09:00-17:00.
Office Attendance: You’ll be office based for the first 6 months and once competent in role, you’ll have the opportunity to move to hybrid working if certain criteria are met.
Training: You’ll start your journey with 6‑8 weeks of training to give you the best start and tools in your career. Training will be office based (Monday to Friday 09:00‑17:00).
Closing Date: 19th June 2026
Opportunity
We’re currently recruiting for a Claims Handler (Total Loss Insurance Claims Handler). We’re looking for previous motor insurance experience, ideally within a Total Loss Team.
The Role
You’ll support our Customers through their insurance claims journey from Total Loss notification to settlement. In this busy and varied role, you’ll provide an excellent customer experience for our customers via different communication channels such as telephone and email. Using a variety of online tools and portals you will agree a fair settlement for their vehicle and maximise salvage returns.
Responsibilities
* Insurance Claims Administration: reviewing, analysing and settling Total Loss insurance claims in line with the organization’s standard claims procedures and customer service standards. Engaging experts where appropriate. Authorising claims within delegated authority and referring complex or unresolved issues to senior colleagues.
* Handling Enquiries and Correspondence. Answering the telephone and assisting callers or those making a broad range of enquiries by email or mail or other means with any requests for information. Directing more complex matters to colleagues as necessary. Initiating contact internally and externally on a regular basis to convey requests & providing instructions or obtaining information.
* Finding the most effective ways to respond to routine functional enquiries. Involves following procedures, precedents and valuation portals.
* Carrying out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.
Qualifications
* Proven experience handling motor insurance claims, with essential experience in total loss claims.
* A passion for delivering excellent customer service, with a strong focus on achieving the best outcomes for our policyholders.
* A strong background in customer interaction, whether over the phone or face‑to‑face.
* A resolution‑focused mindset, with the resilience to handle challenging situations effectively.
* Excellent verbal and written communication skills.
* The ability to make confident, well‑informed decisions based on available information.
* Strong self‑motivation and excellent time‑management skills to manage varying caseloads efficiently.
* Proficiency in PC use and the ability to quickly learn new systems and software.
Benefits
* Prepare for your retirement with our colleague pension scheme.
* Virtual GP Service for you and your family 365 days a year.
* Performance‑related annual bonus.
* Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
* Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increases to 15% every payday. As an added perk, we’ll give you a second card to share with someone else.
* Benefit from our family‑oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8‑week paid paternity leave.
* A place to get on - take advantage of our ongoing learning opportunities and award‑winning training, to help you achieve the job and career you want.
* Take part in our Buy as you Earn and Save as your Earn share schemes.
Everyone’s welcome
We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.
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