Virtual Triage Obvious Total Loss Adjuster

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job 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.

A day in the life of the Virtual Triage Obvious Total Loss Adjuster, and what it takes to do the job!

• 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.

Preferred Experience

• 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 

Functional Skills

• 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, take 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

Work Location

• Your home office does not need to be near an Allstate office, but it does need to be in the United States. This position is not available for California, Washington, Alaska, and Hawaii residents.

• Please note, you may be required to attend 2 weeks of training held in person at our Dallas, TX office.

When you work from home full time, you’ll need: 

• A dedicated workspace in your residence that is private and free from distractions
• A minimum internet bandwidth of 50 MB down/5 MB up 
• Appropriate work surface and seating  

What will Allstate provide:

• A technology bundle that includes all equipment needed to perform your work from home (laptop, monitors, headset, keyboard, mouse) 
• Connectivity reimbursement of $80 per month to offset some of the cost of internet

Notice of Licensing Requirement

• As a condition of employment, you may be expected to obtain an adjuster’s license
• All required licenses will need to be obtained within 60 days of hire
• You must maintain all licensing required for your role. This includes any continuing education and/or other state-affiliated requirements for licensing renewal
• This role offers a sign on bonus of $1,000 if you have an active appraiser license or active adjuster license in TX, FL, or your resident state (current employees and candidates who have previously worked for and are seeking to be rehired at Allstate and its family of companies are not eligible for this sign-on bonus)

Benefits

Allstate cares about you and your wellbeing. We offer a comprehensive total rewards package that includes pay, benefits, and programs to help you balance work with the rest of your life. You can choose whatever benefits are most important you. Here are some of our offerings: 

• 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
• Learn more by visiting Allstategoodlife.com

Notes

The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.

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Skills

Auto Estimating, Automotive Repair, Automotives, Automotive Service, Claims Processing, Complex Claims, Estimatics, Insurance Valuation, Negotiation, Policy Interpretation, Total Loss Claims, Vehicle Appraisals, Vehicle Evaluation, Vehicle Servicing, Vehicle Valuation

Compensation

Compensation offered for this role is 53,500.00 – 84,625.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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