Total Loss Handler

Job Title
Total Loss Handler
Full Time

We are currently looking for a passionate and motivated individual to join us in the role of Total Loss Handler; this is an exciting opportunity for someone looking to develop a career in the insurance industry. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence. The ideal candidate will come from an insurance background with total loss and accidental damage handling experience.

Basic Purpose and Function

  • To proactively pursue economic, early resolution of all claims.  To reduce average claim life wherever possible and minimise claims spend for WNS clients
  • To challenge current work procedures and recommend process improvement or development
  • To act as a point of contact for the client
  • To deliver excellent customer service for and on behalf of our clients

Key Tasks

  • To manage a live client caseload of at least 125 incidents per handler
  • To achieve average elapsed time for open claims of 8 weeks or less
  • To maintain post and diary within agreed internal Key Performance Indicator (KPI) of 3 working days
  • To ensure 90% incoming telephone calls are answered within 10 seconds and adhere to the agreed internal KPI of no more than 3% lost calls
  • To ensure all customer complaints are acknowledged within 24 hours and resolved within 5 days
  • To ensure telephone call backs are dealt with on due date
  • To achieve minimum of 90% KPI on quality audits
  • Ensuring that accurate reserves are placed on all cases so that our clients have reliable MI with which to measure their potential exposure

Qualifications, Knowledge and Experience


  • Competent in all areas of Total Loss procedures
  • Possess an understanding of Client Service Level Agreements (SLA’s)
  • Understanding of reserving and its importance
  • Possess excellent telephone techniques
  • Identify and understand client requirements
  • Possess excellent data accuracy skills
  • Acknowledge appropriate escalation levels and when to use them
  • Negotiation to settlement of Total Loss claims
  • Dealing with theft and vandalism claims
  • Dealing with valuation disputes
  • Dealing with customer complaints and queries
  • Knowledge of areas of damage and vehicle types

Functional/Technical Skills

  • MS Office – (Basic level)
  • Excellent Telephone Techniques

Generic Competencies

  • Communication
  • Results Focus
  • Client Focus
  • Developing Self and Others
  • Problem Solving
  • Quality Focus
  • Commercial Awareness
  • Systems of Work
  • Handling Systems

Specific Competencies

  • Fraud
  • Liability
  • Litigation
  • Quantum
  • Regulation / Legislation
  • Reserving

To apply, please email us here with a copy of your CV

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