Total Automotive Group
Motor Claims Handler – FNOL
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Total Automotive
Location: London E1W 3EP – Office-Based
Position Type: Full-time | 40 hours per week
About Total Automotive
Total Automotive is a growing, specialist automotive claims business based in London E1W 3EP, close to Canary Wharf.
We’re a small, ambitious team combining automotive expertise, claims management and technology to build a better way of managing vehicle claims and fleets.
Because we’re a small team, you’ll have genuine exposure to the wider business. You won’t simply be responsible for one small part of a large operation — you’ll have the opportunity to understand how claims, customers, technology and fleet management fit together.
We’re also investing heavily in our technology, including the development of our own ISO 27001-compliant case management platform, with plans to explore how AI can be used to improve claims management, automate processes and help our team make better decisions.
Alongside this, we’re looking at how IoT technology and connected devices can be used to improve fleet management, vehicle monitoring and operational efficiency.
About the Role
Motor Claims Handler – First Notification of Loss (FNOL)
This is an exciting opportunity for someone looking to build a career in motor claims, insurance or automotive services while working in a business that is actively developing its technology and future operating model. As a Motor Claims Handler, you’ll be responsible for the initial handling of motor claims, from the First Notification of Loss (FNOL) through to gathering the information and documentation required to progress the claim. You’ll often be one of the first people a customer speaks to following an incident. Your role will therefore be central to creating a positive customer experience while ensuring claims are accurately recorded and progressed efficiently. Your responsibilities will include taking FNOLs, gathering supporting evidence and documentation, preparing payment packs, arranging vehicle hire where required and keeping customers informed throughout the claims process. Because we’re a small team, there will also be opportunities to contribute to wider projects and improvements — including our developing case management technology, AI initiatives and IoT-based fleet solutions.
Key Responsibilities
- Handle First Notification of Loss (FNOL) for motor claims.
- Professionally manage inbound and outbound customer calls.
- Take detailed and accurate information about accidents, incidents, vehicles and circumstances.
- Accurately record claims information within our case management system.
- Request, collect and review supporting documentation from customers and relevant parties.
- Follow up outstanding information required to progress claims.
- Prepare accurate payment packs to support claims payments and settlements.
- Arrange and allocate vehicle hire where appropriate.
- Liaise with customers, repairers, suppliers and other stakeholders throughout the claims process.
- Keep customers informed about the progress of their claim.
- Identify and escalate issues where appropriate.
- Maintain accurate and complete claims records.
- Ensure claims are progressed efficiently and in line with internal processes.
- Contribute ideas for improving claims processes and the customer journey.
- Provide practical feedback to help shape our developing case management system.
- Support the business as we explore the use of AI within claims management and administration.
- Gain exposure to our work around IoT and connected vehicle technology for fleet management.
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What We’re Looking For
You don’t need extensive insurance experience. We’re looking for someone with the right attitude, communication skills and willingness to learn. You’ll ideally have:
- Previous customer service experience, particularly in a telephone-based environment.
- Excellent verbal and written communication skills.
- A confident and professional telephone manner.
- Strong attention to detail and accurate administration skills.
- Good organisational skills and the ability to manage multiple tasks.
- A genuine desire to help customers and provide a high level of service.
- A calm and professional approach when dealing with customers following an accident or stressful event.
- The ability to work independently while contributing positively to a small team.
- Good IT skills and confidence learning new systems.
- A proactive approach and willingness to take ownership.
- An interest in motor claims, insurance, automotive technology, AI or fleet management would be advantageous.
Why Join Total Automotive?
Small Team. Big Exposure.
We’re deliberately keeping our team small, which means you’ll have exposure to areas of the business that you wouldn’t normally experience in a larger organisation. You’ll work closely with management and colleagues across the business, giving you the opportunity to learn quickly and take on responsibility as you develop.
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Build a Career in Motor Claims
This role provides a strong foundation for a career in motor claims and insurance. You’ll develop practical experience across FNOL, customer communication, claims administration, documentation, payment packs and vehicle hire.
Help Shape the Future of Claims Technology
We’re not simply building another traditional claims operation. We’re developing our own ISO 27001-compliant case management platform and exploring how AI can be leveraged across the claims lifecycle. This could include using AI to assist with administration, document processing, information extraction, workflow management and other areas where technology can improve the speed and quality of claims handling. As an operational member of the team, your experience will be valuable in helping us understand what works in practice.
Explore Connected Fleet Technology
We’re also exploring the use of IoT devices and connected vehicle technology to improve the way fleets are monitored and managed. This is an opportunity to work in a business where automotive claims, fleet management and emerging technology are increasingly coming together.
What We Offer
- Full-time position – 40 hours per week
- Office-based role in London E1W 3EP, close to Canary Wharf
- Opportunity to develop a career in motor claims and insurance
- Training and ongoing professional development
- Exposure to claims technology and software development
- Opportunity to contribute to the development of our ISO 27001-compliant case management platform
- Exposure to our AI and automation initiatives
- Opportunity to learn about IoT and connected fleet technology
- A collaborative, supportive small-team environment
- Genuine opportunity to take on additional responsibility as the business grows
Ready to Build Your Career in Motor Claims and Technology?
If you’re customer-focused, organised, enthusiastic and keen to develop your career in motor claims — while working in a business that is embracing AI, automation, connected vehicles and modern claims technology — we’d love to hear from you.
Join Total Automotive and be part of building the future of automotive claims and fleet management.
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