Auto Total Loss Claim Representative

The Travelers Companies, Inc.

Centennial, CO, USA Remote / Work-at-Home /WFH

Oct 12

Company Summary

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Target Openings


Job Description Summary

This position is responsible for handling Personal and Business insurance Auto and Specialty/Heavy Equipment Total Loss claims through resolution/settlement and payment process. This includes applying laws and statutes for multiple state jurisdictions. Determines the value through collaboration with appraisal expert. May include additional complexities related to unique coverage and/or damage issues (i.e.: police equipment within the car, tools or other equipment attached to vehicle). Provides quality claim handling including maintaining full compliance with internal and external quality standards and state specific regulations. As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment including an accommodation process, if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration.

Travelers offers a hybrid work location model that is designed to support flexibility. Employees in this position are part of a training or development program that may require up to a six-month waiting period before they are eligible for the hybrid model. During the initial six-month training program, employees may be required to work up to five days in the office.

Primary Job Duties & Responsibilities

Customer Contacts/Experience:
Delivers consistent service quality throughout the claim life cycle, including but not limited to prompt contact, explaining the process, setting expectations, on-going communication, follow-through and meeting commitments to achieve optimal outcome on every file. Fulfills specific service commitments made to certain accounts, as outlined in Special Account Communication (SAC).
Coverage Analysis:
Reviews controlling claim handlers' coverage determination, summarizes the review and seeks clarification as needed. Recognizes additional coverage issues (i.e. covered equipment, endorsements).
Contacts all appropriate parties to gather supporting documents necessary to negotiate and settle the claim within authority level (i.e.; obtaining the title, keys, and other required documentation).
Properly manages Total Loss settlement process and rental expenses by working closely with appraisers, rental facilities, body shops, and salvage vendors. Manages deductibles and limits. Controls damages through the proper use of cost containment tools (i.e. mitigate storage, expenses, rental).
Establishes timely and maintains appropriate claim and expense reserves. Manages file inventory and expense reserves by utilizing an effective diary system, documenting claim file activities to resolve claim in a timely manner.
Determines settlement amounts based upon appraisal estimate, negotiates and conveys claim settlements within authority limits to insureds and claimants. As appropriate, writes denial letters and other necessary correspondence to insureds and claimants.
Insurance License:
In order to perform the essential functions of this job, acquisition and maintenance of Insurance License(s) may be required to comply with state and Travelers requirements. Generally, license(s) must be obtained within three months of starting the job and obtain ongoing continuing education credits as mandated.

Minimum Qualifications

High School Degree or GED with a minimum of one year auto claim handling experience or successful completion of Travelers Claim Representative training program required.

Education, Work Experience, & Knowledge

Bachelor's degree preferred.
2 years auto claim handling experience preferred.
Prior experience handling Total Loss claims a plus.

Job Specific Technical Skills & Competencies

Demonstrated ownership attitude and customer centric response to all assigned tasks
Ability to work in a high volume, fast paced environment managing multiple priorities
Attention to detail ensuring accuracy
Ability to effectively handle conflict
Keyboard skills and Windows proficiency, including Excel and Word - Intermediate
Verbal and written communication skills - Intermediate
Analytical Thinking- Intermediate
Judgment/Decision Making- Intermediate
Negotiation- Intermediate
Insurance Contract Knowledge-Basic
Value Determination- Basic
Settlement Techniques-Basic

Additional Information

The salary range in Colorado for this position is $48,900 to $73,300.
All employees are eligible for performance-based cash awards, either through Travelers annual bonus program or through the Reward and Recognition (R&R) program.

Environmental / Work Schedules / Other

Travel Requirements: Travel Occasionally

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit

Experience : 0

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