Auto Physical Damage (APD) Claim Representative

Hastings Insurance is seeking an Auto Physical Damage (APD) Claim Representative! The individual in this role investigates, evaluates, and resolves moderately and occasionally complex first and third-party Personal, Commercial, and Farm auto physical damage claims following the Company’s contractual and legal obligations while providing an outstanding customer experience. 

Position Location & Schedule Details

• This position will work from our Hastings, Michigan, offices in a hybrid arrangement, typically 2-3 days onsite and the rest working from home. 

• This position will generally work within our standard Monday through Friday office hours, 8:00 a.m. to 4:30 p.m. Given the nature of the role, some work may occur outside of these hours.   

Position Duties & Responsibilities

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

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

• Facilitates the claim process and resolves claims promptly 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 accurately issues indemnity and expense payments.

• Appropriately reviews and applies coverage/compensability for all claims.

• Minimal independent, outside coverage analysis 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 moderate and occasionally complex coverage and liability based on facts of the loss secured by taking recorded statements, obtaining police reports, repair 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 or valuations.

• Ensures salvage and subrogation opportunities are identified and pursued 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 claim's disposition.

• 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.

• Secure and/or maintain 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

• High school diploma or GED certificate required.

• Prior claim and/or customer service experience preferred.

• Demonstrated PC skills, including basic use of Microsoft Office products.

• Demonstrated verbal, written, and interpersonal communication skills.

• Ability to work in a fast-paced, high-volume environment.

• Ability to think critically and be decisive.

• Adapts easily to new or changing assignments, priorities, requirements, or situations.

• Time management and organizational skills with the ability to prioritize and complete work and/or projects effectively.

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 skills 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.