Auto Physical Damage Senior Claim Representative

MSIG USA•Cincinnati, OH

13d•$65,000 - $80,000•Hybrid

About The Position

Handles commercial auto physical damage claims within assigned authority and in accordance with MSMM Claims Handling Guidelines. Resolves routine repairable losses directly and owns outcomes for claims routed to appraisal, estimating, and salvage partners, including coverage, liability, cost, and cycle time. Delivers prompt, accurate, and fair results for insureds, claimants, and brokers while controlling loss costs and complying with applicable fair claims practices requirements.

Requirements

High school diploma or GED required
At least three years of claims experience
Three or more years handling auto physical damage claims
Active adjuster license or ability to obtain one within 90 days of hire, plus additional state licenses as required

Nice To Haves

Bachelor's degree preferred
Commercial auto or fleet experience is strongly preferred
AIC, CPCU, I-CAR, ASE collision training, or similar industry credentials are preferred

Responsibilities

Review new auto physical damage assignments at first notice of loss; verify the policy, vehicle schedule, applicable coverages, and endorsements, including comprehensive, collision, specified perils, and hired and non-owned autos; identify coverage questions and potential bodily injury exposures.
Make timely, well-documented liability determinations using police reports, statements, photographs, dashcam and telematics data, and scene information while applying the negligence and comparative fault rules of the governing jurisdiction.
Triage each claim to the appropriate handling channel under the department’s physical damage routing protocol, including adjuster-authorized estimates, virtual appraisal, field or heavy-vehicle appraisal, and total loss; re-route claims as the damage picture develops.
Follow established protocols to evaluate physical damage, including total loss evaluation and processing, and deliver timely decisions and payments to support efficient cycle times.
Review vendor appraisals, supplements, and repair invoices for accuracy, including labor rates and operations, consistent with policy terms and applicable state law.
Actively manage rental and loss-of-use, towing, and storage exposures; move vehicles promptly to limit storage accrual and resolve disputed charges.
Identify probable total losses early and follow established total loss and vendor management protocols.
Evaluate diminished value claims when presented, based on policy terms and applicable jurisdictional law.
Identify subrogation opportunities at intake; preserve evidence; place responsible parties and carriers on notice; and pursue recovery directly or through inter-company arbitration, including recovery of the insured’s deductible.
Recognize fraud indicators; report to ISO ClaimSearch and NICB as required; and make timely referrals to SIU in accordance with company procedures.
Set and adjust reserves promptly and accurately within assigned authority; escalate files that exceed authority or present coverage, litigation, or severity concerns.
Maintain complete and current electronic claim files and diaries, documenting investigation, evaluation, and settlement rationale clearly.
Comply with applicable unfair claims settlement practices laws and regulations; maintain required adjuster licenses and complete continuing education requirements.
Issue accurate payments, including electronic and digital payments, to the appropriate insureds, claimants, repair facilities, and lienholders.
Communicate proactively with insureds, claimants, brokers, and fleet managers through phone, email, text, and digital portals; explain coverage, valuation, and repair decisions in clear, plain language.
Recognize dedicated accounts and follow account-specific special handling instructions, including client reporting and service commitments.
Support continuous improvement of the in-house physical damage program by identifying vendor issues, workflow gaps, and data quality concerns and contributing to reporting on cycle time, severity, total loss rate, recovery, and customer satisfaction.