Auto Physical Damage Senior Claim Representative

Job description

MSIG USA continues to grow! Company Overview: MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc. , one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks. POSITION SUMMARY Handles commercial auto physical damage claims within assigned authority and in accordance with MSMM Claims Handling Guidelines. Resolves routine repairable losses directly and owns outcomes for claims routed to appraisal, estimating, and salvage partners, including coverage, liability, cost, and cycle time. Delivers prompt, accurate, and fair results for insureds, claimants, and brokers while controlling loss costs and complying with applicable fair claims practices requirements. INTAKE, COVERAGE, AND LIABILITY Review new auto physical damage assignments at first notice of loss; verify the policy, vehicle schedule, applicable coverages, and endorsements, including comprehensive, collision, specified perils, and hired and non-owned autos; identify coverage questions and potential bodily injury exposures. Make timely, well-documented liability determinations using police reports, statements, photographs, dashcam and telematics data, and scene information while applying the negligence and comparative fault rules of the governing jurisdiction. Triage each claim to the appropriate handling channel under the department’s physical damage routing protocol, including adjuster-authorized estimates, virtual appraisal, field or heavy-vehicle appraisal, and total loss; re-route claims as the damage picture develops. DAMAGE EVALUATION AND REPAIR MANAGEMENT Follow established protocols to evaluate physical damage, including total loss evaluation and processing, and deliver timely decisions and payments to support efficient cycle times. Review vendor appraisals, supplements, and repair invoices for accuracy, including labor rates and operations, consistent with policy terms and applicable state law. Actively manage rental and loss-of-use, towing, and storage exposures; move vehicles promptly to limit storage accrual and resolve disputed charges. TOTAL LOSS AND SALVAGE Identify probable total losses early and follow established total loss and vendor management protocols. Evaluate diminished value claims when presented, based on policy terms and applicable jurisdictional law. RECOVERY AND FRAUD IDENTIFICATION Identify subrogation opportunities at intake; preserve evidence; place responsible parties and carriers on notice; and pursue recovery directly or through inter-company arbitration, including recovery of the insured’s deductible. Recognize fraud indicators; report to ISO ClaimSearch and NICB as required; and make timely referrals to SIU in accordance with company procedures. CLAIM ADMINISTRATION AND COMPLIANCE Set and adjust reserves promptly and accurately within assigned authority; escalate files that exceed authority or present coverage, litigation, or severity concerns. Maintain complete and current electronic claim files and diaries, documenting investigation, evaluation, and settlement rationale clearly. Comply with applicable unfair claims settlement practices laws and regulations; maintain required adjuster licenses and complete continuing education requirements. Issue accurate payments, including electronic and digital payments, to the appropriate insureds, claimants, repair facilities, and lienholders. CUSTOMER AND STAKEHOLDER SERVICE Communicate proactively with insureds, claimants, brokers, and fleet managers through phone, email, text, and digital portals; explain coverage, valuation, and repair decisions in clear, plain language. Recognize dedicated accounts and follow account-specific special handling instructions, including client reporting and service commitments. Support continuous improvement of the in-house physical damage program by identifying vendor issues, workflow gaps, and data quality concerns and contributing to reporting on cycle time, severity, total loss rate, recovery, and customer satisfaction. QUALIFICATIONS High school diploma or GED required; bachelor’s degree preferred. At least three years of claims experience, including three or more years handling auto physical damage claims. Commercial auto or fleet experience is strongly preferred. Active adjuster license or ability to obtain one within 90 days of hire, plus additional state licenses as required. AIC, CPCU, I-CAR, ASE collision training, or similar industry credentials are preferred. #LI-HYBRID Salary: The base pay range is $65,000.00 - 80,000.00 . Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. Additional Benefits: Healthcare and Retirement Benefits Comprehensive medical, dental, and vision coverage 401(k) with a generous employer match and profit-sharing contribution Wellness incentive program Life and accidental death and dismemberment (AD&D) insurance Flexible spending programs Short-term and long-term disability plans Additional Benefit Programs Paid time off program Paid charitable leave Paid parental leave Tuition reimbursement program Personal insurance (auto/homeowners) discounts It's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group! It is the policy of MSIG USA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG USA will provide reasonable accommodations for qualified individuals with disabilities.