Job Description

Total Loss Adjuster - Fire and Theft

The Total Loss, Theft & Fire Adjuster is responsible for investigating, evaluating, and resolving automobile theft and fire claims in a timely and customer‑focused manner. This role requires strong communication skills, sound analytical judgment, and the ability to balance empathy with accurate policy application to ensure a positive member experience. Working under general technical direction and within defined authority limits, the representative manages low‑ to moderate‑complexity claims in accordance with established technical standards and customer service best practices. Core responsibilities include conducting thorough investigations, documenting findings, evaluating coverage, communicating next steps clearly, and advancing claims toward fair and compliant resolution. The representative ensures all claim decisions align with regulatory requirements and internal best practices.

Job Duties

• Handle first‑party theft and fire claims from initial report through closure by conducting detailed investigations, verifying coverage, and determining applicable policy limits, exclusions, endorsements, and provisions.

• Obtain, review, and analyze key evidence including police reports, theft affidavits, EUO materials, repair estimates, ownership documents, fire reports, investigator findings, and photos to assess loss circumstances and identify when SIU or fire specialists are required.

• Provide comprehensive customer service by communicating with insureds, law enforcement, SIU, lienholders, repair facilities, salvage yards, and vendors, offering clear updates, empathetic guidance, and support during stressful situations.

• Maintain complete, accurate, and compliant claim documentation by developing file summaries, recording action plans, ensuring proper reserving, and meeting all regulatory and company documentation standards.

• Support subrogation and claim accuracy by preserving evidence, coordinating inspections with repair shops and fire investigators, and ensuring correct application of jurisdictional requirements and timeframes.

• Manage cycle times and service expectations by applying sound judgment, resourcefulness, and investigative skill to deliver timely and accurate claim decisions in alignment with policy language and regulatory standards.

• Assist members with next steps such as rental guidance, recovery procedures, and documentation needs while maintaining a strong focus on customer experience throughout the claim lifecycle.

• Ensure compliance with licensing requirements and internal procedures while controlling expenses within assigned investigative responsibilities.

Qualifications

• Bachelors Or Equivalent combination of education and experience Preferred

• 4-6 years Claims Experience Required

• Moderate skills in using Microsoft Office products required.

• Advanced skill in using general office equipment required.

• Excellent verbal and written communication skills.

• Strong attention to detail and investigative mindset.

• Ability to prioritize and multi-task while maintaining a high level of detail and accuracy.

• Ability to interpret policy language and apply coverage provisions accurately.

• Customer service orientation with ability to de-escalate concerns.

• Time management and prioritization skills to manage multiple claims simultaneously.

• Basic understanding of vehicle valuation and disposition (or willingness to learn).

• Insurance background preferred but not necessary.

• Exposure to theft, fire, or property damage claim handling.

• Familiarity with salvage, lienholder processes, and DMV title handling (helpful but not required)

• Ability to pass state licensing requirements.

• State adjuster license Preferred

Remarkable benefits:

• Health coverage for medical, dental, vision

• 401(K) saving plans with company match AND Pension

• Tuition assistance

• Floating holidays and PTO for community volunteer programs

• Paid parental leave

• Wellness programs

• Employee discounts (membership, insurance,

travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify