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PIP Telephone Claims Representative I

Learn more about National General Insurance
National General Insurance

National General Insurance

PIP Telephone Claims Representative I

Full Time
  • Responsibilities


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


    Following is a summary of the essential functions for 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 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 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 basis for settlement
    • Determine subrogation or fraud potential and refer to Unit when 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


    • 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 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
  • Qualifications


    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 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


    • Learn to recognize and identify all body parts of a vehicle and/or understanding other potential property damage
    • Develop understanding of claim policies & procedures; refers questions to supervisor
    • Develop 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 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


    • 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)
  • Industry
  • Fun Fact
    We're a company of many niche businesses where you can grow and thrive in many different disciplines.
  • About Us
    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.