Total Loss Auto Claims Representative, Commercial Insurance

30024, Suwanee
Sep 21, 2022
Nov 20, 2022
Job Type
Not Specified
Career Level
Not Specified

  • Investigate claim damages and situation using internal and external resources.
  • Investigation steps include speaking with the insured or other involved parties, requesting and receiving a field investigation report, researching past claim activity, obtaining police reports, utilizing low speed vehicle impact tool and liability evaluation tool to make damage and loss assessments.
  • With direct supervision, write simple property damage estimate or review auto damage estimates.
  • Determine policy coverage through analysis of investigation data and policy terms, including whether claim will be approved or denied (denials require supervisor approval).
  • Notify insured and agent of coverage or any issues. Establish reserve levels at the beginning of handling a claim and adjust as appropriate based on investigation findings within assigned limited authority.
  • Responsible for making timely and meaningful direct customer contact. This includes initial contact (driver, business owner, agent, claimant, body shop, tow company, etc.) follow up, answering phone (own and teammates), return calls, and correspondence.
  • Maintain accurate and current claim file documentation throughout the life cycle of claim cases.
  • Maintain diary on assigned claims and match all open and closed mail to ensure proper tracking and handling consistent with established guidelines and expectations.
  • Alert Unit Leader to possibility of fraud or subrogation and, with direction, engage Special Investigation Unit and/or Subrogation as appropriate.
  • Refer claim cases to departments such as Total Loss as appropriate. Determine and negotiate settlement amount for damages claimed within assigned authority limits.
  • Assesses actual damages associated with claims and conducts negotiations, within assigned authority limits, to settle claims.
  • Makes effective use of loss management techniques (e.g. Immediate Contact Plan, L9 check, Disability Management, open end release, first call settlements).
  • Seek approval from management for settlement amount outside of authority limits. Close claim files upon completion of final payment. Perform other duties as assigned.


  • Basic understanding of insurance principles including coverages and terminology.                            
  • Ability to plan/organize work, communicate well, identify/solve problems, gain support, focus on customers, and to access multiple systems while maintaining phone conversations with customers as normally acquired through a high school diploma (or equivalent) and at least six months to one-year related experience desired.
  • May be required to be licensed in some states.

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. Thats why we provide an environment focused on openness, inclusion, trust and respect. Here, youll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.

Liberty Mutual has proudly been recognized as a Great Place to Work by Great Place to Work US for the past several years. We were also selected as one of the 100 Best Places to Work in IT on IDGs Insider Pro and Computerworlds 2020 list. For many years running, we have been named by Forbes as one of Americas Best Employers for Women and one of Americas Best Employers for New Graduatesas well as one of Americas Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit:

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit:

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veterans status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

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