PRIMARY PURPOSE:

Examine claims data, investigate the facts of loss, determine coverage and liability, and adjusts claims within limit of authority. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Following is a summary of the essential functions of this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Establish an investigative plan; initiate an investigation by gathering facts and evidence with all interested parties; complete appropriate reports; take recorded statements when necessary, may review loss reserves and adjust or opens hidden exposures as necessary
• Evaluate and adjust claims within limit of authority and summarize claims in excess of authority and submit to manager for approval
• Evaluate settlement alternatives by reviewing regulatory compliance and fair claims practices; make decisions on the best option
• Make appropriate contacts to discuss a settlement; extend an offer to appropriate party; document all file activity and payment/settlement information in file notes clearly outlining the basis for settlement
• Determine subrogation or fraud potential and refer to Unit when the potential exists or handle to conclusion
• Identify customer needs and work to meet those needs using appropriate customer service skills
• Develop an understanding of the functions of other departments, such as Policy Ops and Marketing

Trainee

• Shadow and learn the above stated essential duties and responsibilities
• Learn to handle most aspects of auto claims
• Develop a basic understanding of the content of policies written by the company
• Develop a basic understanding of the insurance industry and the organizational relationships of the company
• Learn how to determine subrogation or fraud potential and how to handle
• Develop a basic understanding of systems and technology used within the company

Level I

• Receive claim assignments and verify/investigate coverage and document all appropriate information before Manager is involved with the review of claims to ensure they are commensurate with ability
• May handle more complex files with appropriate supervision to develop skills
• Develop a working knowledge of systems and technology used within the company

Level II

• Receive claim assignments and verifies/investigates coverage and documents all appropriate information
• Determine claim approval and or denial up to $7,500 per exposure or $10,000 per file
• If handling PIP may participate in investigations of medical providers and attend EUOs
• May work with attorneys in resolving lawsuits
• Conduct negotiations and settlements within authority level, using independent judgment, or within discretionary levels granted above individual authority level
• Track and document the quality of service provided by defense counsel and manage litigation and recovery costs
• May assist in the training of Claims Representatives
• Proficient in using all systems and technology used within the company
• May be required to make personal appearances on behalf of the company when requested

Senior

• Receive claim assignments and verify/investigate coverage and document all appropriate information with very limited Supervisory involvement
• May inspect the damaged property during an investigation
• May work with attorneys in resolving serious and complex lawsuits which may mean: conduct negotiations and settlements within authority level, track and document the quality of service provided by defense counsel and manage litigation and recovery costs, and assist manager with the research of complex issues and development of defense strategies on litigated files
• May assist in training and development of other team members or serve as a mentor for others  
• May assist with file reviews and audits
• Proficient and able to train others in using all systems and technology used within the company
• May be required to make personal appearances on behalf of the company when requested
• May also assist manager with preparing reports and completing projects

MINIMUM SKILLS AND COMPETENCIES:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s Degree or in lieu of degree equivalent education, training, and work-related experience
• Successfully completes Claim Representative trainee program or equivalent external training program
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Obtain/Maintain appropriate licensing or educational requirements 
• Demonstrate proficiency in file audits to an agreed standard of efficient claims quality
• High degree of initiative, mature judgment, and discretion
• Ability to resolve conflicts and empathize with customers is critical
• Strong negotiation skills
• Demonstrate professional oral and written communication skills
• Organization and time management skills are critical for this position
• Demonstrate an understanding of insurance law as it relates to claims

Trainee

• Learn to recognize and identify all body parts of a vehicle and/or understanding other potential property damage
• Develop an understanding of claim policies & procedures; refers questions to the supervisor
• Develop the ability to handle repair/replace decisions
• Develop labor judgment skills and learn to complete simple estimates accurately

Level I

• Demonstrate the capability of consistently handling aggregate file exposures of at least $2,500
• Has a basic command of the claims policies and procedures; exhibit basic interpretation of policies & procedures in resolving claims, but may still need some assistance from supervisor
• Demonstrate the ability to interpret and apply written coverage accurately to establish a claim and determine an action plan, and often requires assistance on more complex files
• Can handle most types of comprehensive losses (theft, fire, and vandalism), accurately identify total losses

Level II

• Demonstrate the capability of consistently handling aggregate file exposures of at least $2,500
• Has a solid command of the claims policies and procedures; exhibit basic interpretation of policies & procedures in resolving claims, but may still need some assistance from supervisor
• Demonstrate a solid understanding of the repair and replacement of property damages, to include mechanical components of a vehicle, homeowner damages and other potential exposures

Senior

• Demonstrate the capability of consistently handling aggregate file exposures of at least $15,000
• Has a thorough knowledge of claims policies and procedures in resolving claims and/or providing technical direction to claims representatives
• Often a source of direction for others on claim policies and procedures
• Demonstrate the ability to interpret and apply written coverage accurately to establish a claim and determine action plan, and rarely requires assistance on complex claims
• Demonstrate a thorough understanding of the repair and replacement of property damages, to include mechanical components of a vehicle and other potential exposures
• Demonstrate the ability to find answers to more complex issues with insurance law and may be a source of direction/assistance for other representatives
• Demonstrates effective leadership and mentoring skills

DESIRED SKILLS:

• Demonstrate a thorough understanding of the NGIC Insurance brand and ability to exhibit the behaviors
• Demonstrate an understanding of the functions of other departments, such as Policy Ops and Marketing
• Proficient in systems and technology used within the company (i.e. XactContents)

National General is a leading insurance carrier which has been in the industry since 1939. Through subsidiaries and other affiliated companies, National General offers homeowners, flood, personal and commercial auto, RV, motorcycle, life, accident and supplemental health insurance products. National General Insurance is a thriving company committed to ensuring that our employees achieve their personal best. Our employees are advancing their careers at a best-in-class insurance provider that is an industry leader in innovation. We give employees resources which enable them to take charge of their own future success.