Claims Representative, Total Loss

The Total Loss Unit within our Claims Organization plays a critical role in delivering a seamless and supportive experience during what can be a stressful time for our customers. This team is responsible for identifying, negotiating, and resolving total loss claims with both insureds and claimants.  

The Total Loss Claim Representative is a key contributor who manages claim documentation, processes payments, and coordinates the disposition of salvage vehicles. In this role, you will have the opportunity to make a direct impact by guiding customers through the total loss process while balancing cost control and recovery efforts.

Responsibilities:

• Negotiate and communicate total loss and diminished value settlements in accordance with company and state guidelines (including NJ and multi-state jurisdictions such as MA, NH, CT, NY, and others as needed)

• Clearly explain total loss evaluation methodologies to vehicle owners, building trust and confidence throughout the process

• Apply a working knowledge of vehicle financing and leasing in claim resolution

• Review damage estimates to determine total loss eligibility

• Accurately document all claim activity and settlements in the claim file system

• Partner with salvage vendors to coordinate vehicle movement and secure competitive salvage bids

• Independently manage and settle claims within authority; collaborate with leadership for approvals, guidance, or escalations as needed

• Proactively escalate claims that require additional support or are not progressing positively

• Maintain an organized diary system, effectively prioritizing and managing multiple claims simultaneously

• Adapt quickly to changing workloads in a fast-paced environment

• Keep customers, agents, and stakeholders informed with timely updates and clear communication

• Ensure exceptional service while maintaining strong loss and expense control

• Adhere to all privacy standards, laws, and regulatory requirements

• Prepare and process payments to vehicle owners, financial institutions, and leasing companies

Work Location: This is an in-office role based in our Boston, MA office.

Qualifications:

• Experience in property and casualty claims handling preferred

• Ability to work both independently and collaboratively within a team

• Strong verbal and written communication skills, with a customer-focused approach

• Excellent organizational and time management abilities

• Effective problem-solving and decision-making skills

• Proficiency in Microsoft Office tools, including Word, Excel, and Outlook

Perks and Benefits:

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Free onsite gym at our Boston Location
• Tuition Reimbursement 
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Robust health and wellness program and fitness reimbursements
• Auto and home insurance discounts
• Matching gift opportunities
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
• Various Paid Family leave options including Paid Parental Leave
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Convenient location directly across from South Station and Pre-Tax Commuter Benefits

Salary Range: The pay range for this position is $50,000- $74,000 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.