Claim Representative, Auto Damage

Travelers • Richmond, VA

4d • $56,600 - $93,400

About The Position

As a Claim Representative, Auto Damage, you will support customers and third-party claimants through the claims process when they experience vehicle damage. You will provide clear explanations of policies and coverage options, investigate and evaluate claims, and help ensure accurate payments. The role manages low- to moderate-complexity auto physical damage claims from first notice of loss through resolution and settlement, including total loss evaluations and oversight of vehicle repairs. Claims typically involve two or more vehicles, unclear liability, and no injuries.

You will assess policy terms, conditions, and exclusions to determine coverage, liability, and damages; negotiate settlements within your authority; coordinate with appraisal teams and repair facilities; and use internal and external resources to investigate claims. You will document findings and claim activity in claim management systems, communicate professionally with customers and stakeholders, and adapt to technology changes, including AI tools. You must acquire and maintain relevant insurance licenses within three months of starting, as required by state and Travelers requirements.

Requirements

• High school diploma or GED.
• At least one year of auto claim handling experience or comparable claim experience, or successful completion of the Travelers Auto Claim Representative training program.
• Acquire and maintain relevant insurance license(s) within three months of starting, as required by state and Travelers requirements.
• Understanding of insurance principles and terminology, state insurance regulations, and claim handling requirements.
• Strong verbal and written communication skills.
• Sound judgment and effective decision-making ability.
• Customer service skills and commitment to a positive customer experience throughout the claim process.
• Attention to detail and organizational skills, including the ability to manage multiple tasks and prioritize in a fast-paced environment.
• Conflict resolution skills and ability to facilitate productive discussions and reach equitable outcomes.
• Ability to manage stress, navigate difficult situations, maintain composure and professionalism under pressure, and take accountability for decisions.
• Ability to learn quickly from experience and apply learning to new situations with speed and flexibility.

Nice To Haves

• Bachelor’s degree.
• Two years of auto claim handling experience.
• Active adjuster license, where applicable.
• Proficiency in claims management systems, with advanced skills in Microsoft Office and enterprise technology systems and platforms.

Responsibilities

• Manage auto physical damage claims from first notice of loss through resolution and settlement, including low- to moderate-complexity cases, total loss evaluations, and vehicle repair oversight.
• Evaluate policy terms, conditions, and exclusions to determine coverage, liability, and damage; negotiate equitable settlements within authority.
• Coordinate with appraisal teams and repair facilities to obtain information, assess damages accurately, and resolve claims promptly.
• Investigate claims using internal and external resources, document findings in claim management systems, and maintain accurate claim records.
• Determine settlement amounts from appraisal estimates and negotiate and communicate settlements within authority limits.
• Write denial letters, Reservation of Rights letters, and other correspondence when appropriate.
• Provide timely and professional communication to customers, representatives, and internal stakeholders.
• Adapt to technology implementations, system upgrades, and digital tool rollouts, particularly those involving AI, while maintaining productivity and service quality.
• Acquire and maintain relevant insurance licenses within three months of starting, as required by state and Travelers requirements.
• Perform other duties as assigned.

Benefits

• Health insurance coverage for employees and eligible family members from the first day of employment.
• Dollar-for-dollar 401(k) matching on contributions up to the first 5% of eligible pay, subject to an annual maximum.
• Paying it Forward Savings Program contributions to an employee’s 401(k) when the employee makes student loan payments.
• Pension Plan funded 100% by Travelers.
• Minimum of 20 days of paid time off annually.
• Nine paid company holidays.
• Wellness program with tools, discounts, and resources for wellness goals and caregiving needs.
• Free professional counseling services, health coaching, and other mental health resources.
• Matching Gift and Volunteer Rewards program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED