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Entry level Claim Owner who proactively investigates, confirms coverage, determines liability, establishes damages, and negotiates settlement of Tier 1 auto physical damage claims, which includes single and multi-vehicle losses with low complexity coverage and liability issues. Maintains ownership of the claim. Serves as the primary point of contact through resolution of all exposures. Communicates and collaborates with other claim specialists to facilitate claim resolution for customers.
Essential Job Functions
Makes same day contact with customers based on the needs of the claim. Explains the claims process to all customers. Explains all applicable coverage benefits to the policyholder. Confirms facts of loss. Determines vehicle location and if drivable. Offers vehicle repair and rental service options to customers. Coordinates auto physical damage estimate through proper method of inspection. Arranges for release of vehicles that are accruing storage fees. Investigates and confirms coverage for claims with low complexity coverage issues including claims where coverage is reportedly clear and new business investigations. Makes determinations including but not limited to whether the policy is in force for the date of loss, the driver is an insured on the policy, the vehicle is a covered auto, any exclusions or endorsements apply to the loss, and what coverages on the policy apply to the loss. Escalates any coverage issues discovered to supervisor for review and potential claim reass ignment. Communicates policy risk issues discovered during investigation to Underwriting to facilitate their evaluation of the policy risk and exposure. Investigates and determines liability for claims with low complexity liability issues including single vehicle losses, parked vehicle and multi vehicle rear end losses. Completes investigation by securing statements of the drivers, police report, vehicle photos and estimates. Analyzes duties owed and breached by all potential responsible parties and determines liability percentage for each party. Escalates liability issues to supervisor for review and potential claim reassignment. Communicates liability decision to customers, claim specialists, and Underwriting. Recognizes subrogation potential and makes referrals to Subrogation department when appropriate. Investigates and recognizes all potential claim exposures. Escalates claims with exposures exceeding financial authority and Tier 1 complexity criteria to Supervisor. Resolves auto physical damage claims proactively and accurately. Secures estimate of damages timely through appropriate repair channel. Reviews, writes and adjusts auto physical damage estimates for drivable and/or repairable vehicles with minor to moderate damages. Issues and authorizes claim payments to customers and repair facilities. Explains repair process and estimate to customers. Manages rental claims through communication with customers, repair facilities, rental vendors, and claim specialists. Proactively manages and mitigates storage costs. Coordinates and collaborates with auto physical damage and total loss specialists to facilitate claim resolution for customers. Maintains active diary and resolution plan on open files. Handles and documents files in compliance with regulatory requirements. Responsible for making sure appropriate and professional correspondence is sent to customers including claim status updates. Completes assigned training and activities to d evelop the knowledge, skills and abilities required to complete the job duties. Performs other duties as assigned.
Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.
This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.
High school diploma or equivalent required. Bachelor’s degree preferred.
Prior general work experience with demonstrated customer service and time management skills is preferred. Basic customer service skills. Basic critical thinking and negotiation skills. Proficient time management skills with the ability to work in a fast paced environment. Proficient in the use of computer, internet, and Microsoft office applications.
Special Skill Requirement
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. ]]>
Job Posting: 03/13/2019