What are the responsibilities and job description for the APD Express Claim Representative position at Hastings Mutual?

Hastings Insurance is currently looking for an Auto Physical Damage (APD) Express Claim Representative! The individual in this role investigates, evaluates, negotiates, and resolves low and sometimes moderately complex first and third-party Personal, Commercial, and Farm auto physical damage claims in accordance with the Company's contractual and legal obligations while providing an outstanding customer experience.

Position Location & Work Format

This is a full-time, non-exempt (hourly) position, typically working Monday - Friday from 8 : 00 a.m. to 4 : 30 p.m.
Employees must be able to work at our Hastings, Michigan corporate headquarters, either daily or in a "hybrid" arrangement of on-site and remote work.

Position Duties & Responsibilities

Manages a pending inventory of auto physical damage claims and ensures they are properly adjudicated to resolution.

Complies with all state and federal regulations, Core Values, and established processes and guidelines.

Facilitates the claim process and resolves claims in a timely manner by initiating and maintaining positive and productive communications with agents, claimants, and policyholders.

Prepares necessary correspondence to resolve claims with policyholders, claimants, or their legal representatives and issues indemnity and expense payments with accuracy.

Appropriately reviews and applies coverage / compensability for all claims.

Minimal independent, outside coverage analysis only as approved by the Manager or Director.

Investigates, evaluates and settles 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.

Determines low and sometimes moderately complex coverage and liability based on facts of the loss secured by taking recorded statements, obtaining police reports, repairs estimates, and other related documents.

Utilizes triage tools and works with body shops and appraisers to determine repairability. Reviews vehicle damages, obtains photos, and reviews / coordinates damage estimates.

Ensures salvage and subrogation opportunities are identified and pursued in order to minimize claim losses.

Utilizes all appropriate loss and expense savings programs and directs the activities of outside vendors to ensure only necessary and cost-effective work is accomplished.

Controls rental and storage expenses by effectively and efficiently managing the claim process from end to end.

Accurately and thoroughly document all claim files in the Claim system of record to substantiate the disposition of the claim.

Establishes and maintains appropriate case reserves sufficient to fund the payment of the claim until it is resolved.

Identifies indicators of potential fraud and refers to the Special Investigations Unit.

Interacts with insureds, agents, claimants, attorneys, and other service providers and experts, as necessary.

Coordinates relevant claim information across departments such as Loss Control, Underwriting, and Marketing.

Secures and / or maintains appropriate state adjuster license(s) and continuing education credits, as necessary.

Actively participates in professional development, i.e. continuing education or self-improvement.

Other duties as assigned by leadership, either verbally or in writing.

Candidate Requirements & Qualifications

A high school diploma or GED certificate is required.

Demonstrated customer service skills; experience working in a customer-service or public-facing role is required.

Demonstrated keyboarding skills and computer software proficiency.

Demonstrated satisfactory verbal and written communication ability.

Excellent time management and organizational skills with the ability to prioritize and complete work and / or projects effectively are required.

About Us

At Hastings Insurance, our balanced corporate strategy focuses on implementing emerging technologies, cultivating strong independent agency relationships, and providing the right products to our policyholders.

We seek to strategically grow our product lines and continue to expand geographically while maintaining our financial stability and innovative nature.

Our talented employees are dedicated to providing excellent customer service to our agent partners and policyholders. Many of our employees have been identified as industry experts, and we value the knowledge and skill that they contribute to our success.

For more than 135 years, Hastings has helped our customers protect their valued assets and rebuild after devastating losses. We are proud to be rated an A (Excellent) insurance carrier by A.M. Best Company.

Our Commitment as an Employer

We value the strength of a diverse and inclusive workforce. Hastings Insurance is committed to providing equal opportunity for all employees and candidates in a work environment that does not tolerate discrimination or harassment. Decisions related to employment are based on business needs, position requirements, and individual characteristics without regard to appearance, nationality, origin, race, color, religion, gender, sexual orientation, age, body, disability, veteran, family, marital status, or any legally protected class.

Hastings Insurance seeks to provide reasonable accommodation to disabled individuals in the hiring process in compliance with federal, state, and local law. Candidates requiring accommodation to complete their job application or participate in the interviewing process are asked to notify the Talent Acquisition Specialist or contact us at 800-442-8277.

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