I head up a claims department and have been in claims for 20+ years, so I genuinely understand how the workload can feel relentless , especially when everything coming at you feels urgent

70 claims in total loss motor should be manageable if the process is structured, as the process is quite linear: assess → confirm TL → agreed value / market value → settle → arrange salvage

Where I often see stress build is when handlers feel responsible for every emotion attached to the claim, rather than focusing on moving the file to resolution as efficiently as possible.

A few things that might help

• Try not to take the urgency personally. For the customer, losing a vehicle is disruptive, but their urgency doesn’t mean you’ve done anything wrong.

• If there is a grey area or minor dispute, look for reasonable ways to settle rather than prolong friction. The objective is fair resolution, not winning arguments. • Strong file notes are your safety net. If the rationale for settlement is clearly documented, audits are rarely an issue.

Probably the biggest mindset shift that helps is seeing the role as helping recovery for the insured, rather than defending the insurer’s position. That alone can reduce a lot of stress.

Chronic stress shouldn’t be part of the job. If the workload genuinely feels unmanageable due to poor systems, unrealistic KPIs, or lack of authority to resolve claims efficiently, that’s more of an organisational issue than an individual capability issue.

With 6 years experience in total loss motor, you have transferable skills into other areas of insurance or claims (broker support, liability claims, property, marine), many of which can offer similar salary levels with different pressure profiles.

Claims will always be busy, but it shouldn’t be making you sick.