Senior Claims Representative - Auto Physical Damage
Hastings Mutual Insurance Company - Hastings, MI

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Investigate, evaluate, and resolve the more complex-high valued claims within the company’s contractual and legal obligations while ensuring timely service and appropriate payments to claimants or policyholders.


  • Responsible for adhering to HMIC’s behavior standard which is to maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, co-workers and management.
  • Facilitate the claim process and resolve claims in a timely manner by initiating and maintaining positive and productive communications with all customers.
  • Promptly investigate assigned claims to determine coverage and/or liability while identifying and preserving salvage and subrogation opportunities.
  • Evaluate and settle claims within the scope of the company’s contractual and legal obligations to ensure that settlements are fair and equitable to the insured, claimant, and the company.
  • Document all claim files accurately and thoroughly to substantiate the disposition of the claim and minimize the possibility of erroneous payments.
  • Utilize all appropriate loss and expense savings programs and direct the activities of outside vendors to ensure that only necessary and cost effective work is accomplished.
  • Establish and maintain appropriate case reserves which reflect the ultimate realistic value of the claim at the earliest opportunity.
  • Utilize automation to accurately set up, process and document loss information and move toward “paperless” handling.
  • Coordinate relevant claim information with Loss Control, Underwriting, Marketing, etc., to maximize the company’s effectiveness in avoiding future losses and to better manage current business.
  • Responsible for adhering to all Information Security policies/practices including reporting any security breaches, and complying with HMIC password management and PC locking policies.


  • Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.


  • Two-year degree required with a minimum of three years claims experience or five years insurance related experience with at least three years in claims.
  • Proven ability to take on greater responsibility and work independently within the scope of the claim representative position.
  • Good telephone, letter writing and communication skills are required.
  • Satisfactory keyboarding skills are also required.
  • Successfully completed the courses involving the Homeowners, Farm, Personal and Commercial Auto, Commercial Package and Business Owners policy coverages.
  • Completed of the INS series or similar is also preferred.


    The incumbent will generally have settlement authority from $10,000 to $20,000. The incumbent will generally handle 1,500-2,500 claims more complex, higher valued claims per year with annual payments and reserves totaling approximately $4,000,000 to $6,000,000. While a few claims may be handled personally, the majority of claims will entail supervision of various property and casualty independent adjusters.

    The senior representative works autonomously, requiring no direction or supervision for routine or moderately complex claims. Supervision may be required for the complex, high valued, or unique claims.

    The incumbent will have daily telephone contact with independent adjusters, agents, and insureds. The incumbent will provide specific direction to independent adjusters regarding coverage issues, investigation to be accomplished, required documentation, method or tactics for resolution, and authority for settlement. The incumbent will also have some contact with attorneys, various types of contractors, underwriting and accounting personnel.


    The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Requires full range of body motion including handling and lifting, manual and finger dexterity, and eye-hand coordination.
  • Requires sitting for long periods of time, some bending, stooping and reaching
  • Requires corrected vision to normal range to read numbers, reports, computer terminals and other media used.
  • Requires hearing within normal range for telephone use.


    Not eligible for remote or flexible schedules. Must adhere to core hours.


    These statements are intended to describe the general nature, level and requirements of work being performed by the people assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The listed duties may be changed at the discretion of the incumbent's supervisor. Hastings Mutual Insurance Company is committed to providing reasonable accommodations to qualified individuals with disabilities to allow them to perform the essential functions of their position.

    About this company
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    Hastings Mutual Insurance Company was established in Hastings, Michigan in 1885. Our financial strength and proud history allow us to...