Claims Adjuster

Job Description

Welcome to Holland America Line, a premium cruise line dedicated to explorers, foodies and music lovers who want to explore the world on perfectly sized, refreshingly spacious ships filled with one-of-a-kind experiences.

We’re looking for an amazing Legal professional to fill this role, which is based in our Seattle office. You’ll be responsible for handling personal injury and illness claims for cruise guests and shipboard teammates, HAP Alaska guests, and auto claims while providing a commitment to excellence in customer service and alignment with the Company's Culture Essentials. Responsibilities include investigating claims presented to determine the extent of the Company's liability. Provides timely responses to the claimant or their representative. Effectively communicates with internal business partners to gather the necessary information to evaluate the claim and determine if compensation or goodwill should be granted. This role also assists with adjusting personal property claims, including lost and damaged luggage and personal effects.

Here’s a summary of what Holland America Line is looking for in its Claims Adjuster. Is this you? 

Responsibilities 

• Guest Claims Handling:  Reviews and responds to guest claims for Princess Cruises, Holland America, Seabourn, Cunard N. America, HAP, and auto claims.   Creates electronic files and gathers all available information per the claims checklist to fully evaluate liability and determine the Company’s position within a maximum of two weeks from receipt of the file. Finalizes claims promptly by completing research or requesting further information from providers, claimants, or other relevant parties to approve or deny the claim. Negotiates claim settlements to include cash and future cruise credits based on liability, cruise history, and other key factors. 

• Crew Claims Handling: Reviews and responds to crew claims for Princess Cruises, Holland America, Seabourn, P & O Australia.  Creates an electronic file and gathers all available information per the claims checklist to fully evaluate the claim and determine if negligence or unseaworthiness occurred, if maintenance and cure are owed, and the status of the same. Evaluates all records and maintains validity for the same. Finalizes claims promptly by completing research or requesting further information from providers, claimants, or other relevant parties to approve or deny the claim.  Consults with Health Services to determine the medical standing of the claimant.  Consult with legal counsel when necessary for advice.    Negotiates settlements. 

• Existing Claims:  Continually reviews RiskConsole for accuracy and updates records as new information is presented. Responsible for managing pending files and creating correspondence relating to claims. Assists fellow team members with their workload when necessary and as time permits. 

• Financial Case Management: Recommends reserve setting obtains appropriate approval per the HAGroup expenditure policy and notes accordingly in RiskConsole.  Requests cash settlements within five business days of acceptance of settlement offer. Submits all future cruise credits and onboard credits offers via appropriate systems.  Reports to Medicare all eligible settlements before settlement payments are processed.    

• SeaEvent Review: Weekly review of newly downloaded SeaEvent reports to determine if any proactive measures are necessary based on the completed report.  This may include reaching out to the claimant or various departments if additional information is required as part of the investigation.  Alerts management of recommended proactive safety measures that should be considered to mitigate future losses.   

• Other:  Prepares and attends small claims hearings and ensures to prepare all corporate representatives attending small claims on the Company’s behalf by sending the file well before the hearing and a comprehensive summary of the file to include defense strategy. Assists with handling personal property claims, including lost and damaged luggage and personal effects. Responds to state Attorney General inquiries related to guest contract, injury, and/or personal property claims.  Other tasks and duties as assigned by the manager. 

Requirements 

• Bachelor’s Degree preferred (Business, Finance, Communications, Liberal Arts), not required. 
• AIC, Claims Adjuster certification.
• 2 years of Claims experience and/or Customer Service experience. 
• Knowledge of claims adjusting techniques. 
• Ability to use computer and software to manage electronic claim files. 
• Ability to work with frequent interruptions, maintain composure under stress. 
• Repetitive hand motions; prolonged use of computer. 

Preferred Qualifications 

• 5 years of Claims experience and/or Customer Service experience.
• Experience evaluating merits of claims for liability and defense. 
• Experience establishing financial reserves for defense and settlement costs. 
• Communicates effectively in spoken and written forms. 
• Is collaborative.
• Able to work in a dynamic and fast paced environment. 
• Adapts well to change. 
• Manages sensitive data and privacy. 
• Maintains confidentiality of information. 
• Shows empathy and care towards claimants. 
• Presentation skills.

Benefits  

• Cruise and Travel Privileges for You and Your family 
• Health Benefits 
• 401(k)  
• Employee Stock Purchase Plan 
• Training & Professional Development 
• Rewards & Incentives  

Our Culture…Stronger Together:  

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Americans with Disabilities Act (ADA)  

Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

#HAL