[Hiring] Virtual Triage Obvious Total Loss Adjuster @Allstate

Role Description

The Virtual Triage Obvious Total Loss Adjuster is responsible for delivering exceptional customer service to individuals whose vehicles require repair. This role conducts virtual inspections of vehicle damage—including automobiles, motorcycles, ATVs, and RVs—prepares repair estimates, completes total loss valuations, and negotiates moderately complex (and occasionally more complex) settlements with repair facilities, tow yards, and customers. The adjuster accurately estimates repair times related to rental or loss‑of‑use needs.

This position operates independently, managing and prioritizing its own workload while clearly explaining coverage, estimates, claim processes, settlements, and rental procedures to both agents and customers.

• The Customer Service Expert: You’ll live into Allstate’s Claims Culture by caring, empowering, and restoring, and you will accomplish that by being compassionate, clear, and a committed partner in each Casualty claim. You lead with empathy, always.
• The Investigator: You’ll confidently and independently investigate casualty (and applicable LOB (line of business)) claims by performing detailed reviews of damage and interpreting policies to determine coverage.
• The Effective Communicator: You’ll use phone, emails and sometimes even video chat with customers to help them through a fast, fair, and easy claims process. You’ll also incorporate a specific approach to claim handling to offer the customer their preference of communication to efficiently discuss their claim needs and keep them updated on the claim progress.
• The Negotiator: You will evaluate and negotiate claims settlements with customers, vendors, third party carriers and claimants, in accordance with all legal and business standard methodologies. With negotiations, you will incorporate tactics in handling challenging and complex situations.
• The Problem Solver: You’ll utilize multiple tools to get the job done in a fast-paced environment, including estimate tools, job aids, and additional settlement platforms, all while using your sharp critical thinking skills.
• The Recorder: Your Eye for Detail Keeps Everything on Track. In this role, you’ll ensure claims are documented accurately and in line with policy agreements. As you handle each case, you’ll maintain clear, timely records in our claims system (which we’ll train you on). Your attention to detail helps keep the process smooth, organized, and transparent from start to finish.

Qualifications

• You have 18 months or more experience writing Auto collision estimates.
• You have prior experience using an auto estimating program such as CCC One / Mitchel.

Requirements

• Summarizes documents and enters into claim system notes.
• Documents a claim file with notes, evaluations, and decision-making process.
• May work the Triage Tool and partners with the Good Hands Repair Network for vehicles that may be potential total losses, and determines reparability and if repairs can be settled rapidly.
• Investigates moderately complex or occasionally complex files, reviews damage, takes photos, and determines reparability or total loss.
• Prepares damage estimates or valuation for moderately complex or occasionally complex claims and locates parts.
• Evaluates diminished value in a moderately complex or occasionally complex claim.
• Triage moderately complex and occasionally complex total loss claims.
• Initiates payments (QCP, Fast Mobile Epay, etc.) and pays appropriate parties.
• Negotiates and settles moderately complex and occasionally complex claims in accordance with business unit best practices.
• Responds to moderately complex and occasionally complex arbitrations contentions.

Benefits

• Competitive salary based on experience and qualifications.
• Medical, dental, and vision coverage.
• Allstate pension plan and 401(k) savings plan.
• Ayco financial coaching.
• Spring Health mental and emotional wellbeing resources.
• Paid parental leave.
• Adoption reimbursement.
• Paid time off.
• Tuition reimbursement.
• Wellness incentives.