Auto Claim Owner - Kansas City, KS • Oklahoma City, OK • Caledonia, MI • Phoenix, AZ • St. Louis, MO

Farmers Insurance•East Grand Rapids, MI

6d•Hybrid

About The Position

The Auto Claim Owner investigates, confirms coverage, determines liability, establishes damages, and negotiates settlements for automobile claims involving single- and multi-vehicle losses, basic coverage, and moderate complexity. The role performs in-depth investigations, including claims involving comparative negligence and coverage issues, and serves as the primary customer contact through claim resolution. It works with limited supervision while collaborating with claim specialists, repair facilities, rental vendors, Underwriting, and other departments to resolve claims accurately and promptly. The role requires residence within 50 miles of a listed Farmers corporate office, although applicants living farther away may still be considered. The hybrid arrangement provides at least three in-office days and up to two virtual days for employees within 50 miles of a corporate office. Training is Monday through Friday, 8:00 a.m. to 5:00 p.m. local time, for 8–12 weeks; the post-training schedule is also Monday through Friday, 8:00 a.m. to 5:00 p.m. local time. Employees are expected to work 40 hours per week, with flexibility based on business needs, geographic location, and company timekeeping policy. The department operates Monday through Friday, 7:00 a.m. to 7:00 p.m. The starting wage is $26.01 per hour, with pay dependent on location and relevant claims experience. The position is also eligible for an annual bonus. The listed upcoming start dates are November 2 for candidates with an active All Lines Adjuster license and current continuing education, November 16 for candidates who do not currently hold an active license, and November 30 for candidates with an active license and current continuing education.

Requirements

High school diploma or equivalent.
An active All Lines Adjuster license, or the ability to obtain licensure. Candidates without an active license must obtain and pass licensing requirements during training as a condition of employment.
Demonstrated customer service skills.
Effective conflict management, including identifying key issues and patterns from partial or conflicting data.
Strong verbal communication and listening skills, and strong written communication skills for conveying critical decisions and information in letters.
Excellent judgment and decision-making skills.
Effective negotiation skills.
Flexibility to work in a fast-paced, dynamic environment and discretion to modify work practices and processes to achieve results or improve efficiency.
Demonstrated problem-solving skills, including taking a broad perspective and identifying less obvious solutions.
Ability to work independently with minimal supervision.
Strong technical aptitude, proficiency with Microsoft Office products, and adaptability to new technology.
Ability to work 40 hours per week with flexibility subject to business needs, geographic location, and Farmers Timekeeping Policy.
Must reside within 50 miles of a listed Farmers corporate office to meet the stated consideration requirement; applicants beyond 50 miles may still be considered.

Nice To Haves

Bachelor's degree preferred.
Claims auto handling or related industry experience is highly encouraged.
An active All Lines Adjuster license with current continuing education is relevant to the November 2 and November 30 start dates.

Responsibilities

Investigate auto claims, confirm coverage, determine liability, assess damages, and negotiate settlements.
Conduct in-depth investigations, including securing recorded driver statements, police reports, vehicle photos and estimates, and scene investigations.
Contact customers the same day, explain the claims process and applicable coverage benefits, confirm loss facts, determine vehicle location and drivability, and offer repair and rental options.
Coordinate vehicle damage inspections and arrange release of vehicles accruing storage fees.
Investigate and determine coverage for claims with issues such as lapsed policies, unlisted or permissive drivers, excluded drivers, vehicles not listed on the policy, rideshare involvement, material misrepresentation, or new-business concerns.
Own claims through resolution, act as the primary point of contact for exposures, collaborate with claim specialists, and communicate coverage decisions verbally and in writing.
Communicate policy risk issues to Underwriting and escalate complex coverage issues to a supervisor.
Apply venue laws for states handled in the region; assess duties and breaches by potentially responsible parties, determine liability percentages, communicate liability decisions, and refer potential subrogation to the Subrogation department when appropriate.
Identify potential claim exposures, recognize and escalate non-auto property damage exposures, and resolve auto physical damage claims proactively and accurately.
Obtain damage estimates through appropriate repair channels; write, review, and adjust estimates for repairable vehicles with minor to moderate damage; authorize payments to customers and repair facilities; and explain estimates and repair processes.
Manage rental claims by communicating with customers, repair facilities, rental vendors, and claim specialists; mitigate storage costs; and coordinate with auto physical damage and total loss specialists.
Maintain active diaries and resolution plans, document files in compliance with regulations, and send professional claim-status correspondence.
May serve as an informal resource for less-experienced colleagues.