Claims Handler; Loss

Tesco Insurance
• Newcastle - Q8 Building, Quorum Business Park, Longbenton, NE12 8BU
, United Kingdom
• Permanent
• Apply by 30-Jan-2026

Serving our customers, communities, and planet a little better every day.

At Tesco Insurance, our Claims team does more than handle claims - we help customers through some of life's most difficult and vulnerable moments. Whether it's a bump in the road, damage to a home, or a sudden emergency, every call is a chance to show we care and to do the right thing with empathy and expertise.

We're proud of our NPS and customer satisfaction scores but even prouder of the skilled and compassionate colleagues behind those results. Whether resolving a claim or partnering with suppliers to deliver great customer outcomes, we're building a team that listens, learns, and leads with kindness.

Here, your ideas matter, your growth is supported, and your work makes a real difference - especially when customers need us most.

Salary:
From £26,000 + 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.

Training:
You'll start your journey with 6-8 weeks of training to give you the best start and tools in your career. Office based (Monday to Friday 09:00-17:00) initially and once competent in role you'll have the opportunity to move to hybrid working if certain criteria is met.

Closing Date: 30th January 2026

We're currently recruiting for a Claims Handler (Total Loss Insurance Claims Handler). We're looking for customer service or sales experience.

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.

• Supporting our customers through their total loss journey, looking to settle the customers claims efficiently and effectively in line with the organization’s standard claims procedures and customer service standards. Engaging experts where appropriate and authorizing claims within delegated authority.
• 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.
• 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.

• Passion for delivering excellent customer service, with a strong focus on finding the best outcomes for our policyholders.
• Background in customer interaction, whether over the phone or face-to-face.
• A resolution-driven mindset with resilience to handle challenging situations effectively.
• Excellent verbal and written communication skills.
• Ability to make confident, well-informed decisions based on available information.
• Strong self-motivation and excellent time management skills to handle varying caseloads efficiently.
• Proficiency in PC usage and adaptability to learn new software quickly.
• The ability to work independently and as part of a team to get the job done.

• 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 increase to 15% every payday (worth up to £2K). 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…