Auto Physical Damage Claims Management:

• Independently manage drivable and non-drivable auto claims, including collision, comprehensive, theft, and weather-related losses.
• Investigate, evaluate, and resolve claims with a focus on efficient and fair outcomes.
• Handle unlisted driver claims within authority, escalating when required per guidelines.
• Identify and escalate claims involving injury or third-party property damage for appropriate reassignment or consultation.
• Ensure timely and accurate reserving of all claims in accordance with Heartland’s standards and financial guidelines.
• Proactively settle total loss claims and issue settlement offers on the same day appraisal approvals are received.

Vendor and Repair Network Coordination:

• Work collabwith appraisers, who are responsible for developing repair estimates and confirming accurate scoping and pricing with vendors.
• Coordinate with repair shops to manage and optimize rental vehicle usage.
• Liaise with rental companies to ensure use of LKQ (Like Kind and Quality) vehicles and control both cost and duration of rental.
• Manage timely release of vehicles from tow, storage, and salvage providers to reduce cost exposure.

File Documentation and Regulatory Compliance:

• Maintain detailed file documentation that meets internal quality standards and industry regulations.
• Ensure proper reserve setting and timely claim settlement in alignment with financial and compliance expectations.

Customer, Broker, and Stakeholder Communication

• Communicate claim outcomes and next steps clearly and professionally to policyholders, brokers, Agents, and DSC staff.
• Provide consistent updates and manage expectations through all stages of the claim.

Escalation and Risk Identification:

• Identify and escalate files with potential fraud, litigation, or off-coverage positions.
• Collaborate with Senior Adjusters, the QA Specialist, and the Recovery team when file complexity exceeds scope.

CAT Support and Stretch Development:

• Participate in catastrophe response by triaging and managing claims in surge environments.