Marine Claims Specialist- Household Goods

The Hanover Insurance Group•Worcester, MA

5d•$55,000 - $70,000•Hybrid

About The Position

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture. Our inland marine claims team is seeking a Marine Claims Specialist in our Worcester, Ma location. This is a full-time, exempt role eligible for a Hybrid/Flex work arrangement. Position Overview: The Adjuster Service Claims is responsible for managing a caseload of moderately complex property damage and liability claims from initiation through resolution. This includes determining coverage, conducting thorough investigations, evaluating damages, interpreting contractual liability provisions, and negotiating settlements in accordance with policy terms, customer agreements, best practices, and jurisdictional requirements. The role involves direct communication with insureds, claimants, agents, vendors, attorneys, and third parties, as well as accurate management of claim data and documentation. This position primarily supports claims within the Moving & Storage/Household Goods business and requires experience evaluating contractual liability, transportation-related exposures, commercial customer agreements, and litigated matters. The ideal candidate will possess strong analytical, investigative, negotiation, and relationship management skills and thrive in a highly specialized claims environment.

Requirements

Associate degree required; Bachelor's degree preferred, or an equivalent combination of education and experience.
3+ years of relevant claims handling experience required.
Experience handling transportation, logistics, household goods, moving & storage, inland marine, cargo, commercial property damage, or liability claims strongly preferred.
Ability to read, interpret, and analyze business contracts, tariffs, bills of lading, warehouse receipts, customer agreements, and contractual liability provisions.
Demonstrated understanding of third-party legal liability concepts, negligence principles, and contractual risk transfer.
Litigation experience preferred, including collaboration with defense counsel, participation in mediations, arbitrations, depositions, discovery, settlement negotiations, and trial preparation.
Knowledge of insurance products, claims practices, coverage analysis, and relevant laws and regulations.
Proficient with Microsoft Office Suite, Outlook, Guidewire, or similar claims management systems.
Strong investigative and analytical skills with the ability to evaluate complex liability exposures, contractual obligations, and develop effective claim resolution strategies.
Demonstrated ability to negotiate skillfully in difficult situations and obtain favorable outcomes while maintaining positive business relationships.
Strong written and verbal communication skills with the ability to clearly explain coverage, liability, contractual obligations, and settlement positions.
Ability to make informed, confident, and timely decisions.
Strong organizational and time management skills with the ability to manage multiple priorities and deadlines.
Ability to adapt to changing business needs, requirements, and priorities.
Commitment to ongoing professional development and technical claim expertise.
Ability to cultivate constructive relationships and work effectively within a collaborative team environment.

Nice To Haves

Experience handling contractual liability claims involving transportation, moving & storage, warehouse legal liability, logistics, cargo, and inland marine exposures.
Familiarity with bills of lading, tariffs, valuation provisions, warehouse receipts, transportation contracts, and customer service agreements.
Experience managing litigated claim files and working directly with defense counsel, mediators, arbitrators, and expert witnesses.
Experience identifying and pursuing subrogation opportunities and recovery strategies.
Professional designations such as AIC, CPCU, ARM, AIS, SCLA, or similar industry certifications preferred.

Responsibilities

Manage a caseload of moderately complex service, property damage, and liability claims from intake through resolution.
Conduct thorough investigations, assess liability, evaluate damages, and determine coverage using established procedures and sound claim judgment.
Analyze contracts, tariffs, bills of lading, warehouse receipts, valuation provisions, and transportation-related agreements to evaluate liability and claim exposure.
Interpret commercial coverages and apply policy provisions, legal principles, and contractual obligations to claim investigations and resolution strategies.
Engage underwriting, legal, vendors, and other stakeholders for comprehensive investigation and evaluation.
Identify and refer suspicious claims to the Special Investigation Unit.
Transfer risk to appropriate parties and identify subrogation opportunities to support successful recovery efforts.
Maintain appropriate adjuster licenses and continuing education credits.
Handle claims within assigned authority limits while exercising discretion and independent judgment.
Set reserves and authorize payments within scope of authority.
Review and validate new claims; conduct investigations and document findings.
Coordinate with internal and external stakeholders to resolve claim issues while adhering to established claims handling procedures.
Utilize technology and data tools to enhance claims processing efficiency and accuracy.
Resolve claims with a customer-centric approach while balancing contractual, legal, and business considerations.
Maintain detailed and compliant documentation of claim activities, investigations, negotiations, and communications.
Manage litigated files and collaborate with defense counsel, experts, and internal stakeholders to develop effective resolution strategies and achieve favorable outcomes.
May represent the company in mediations, arbitrations, and trials.
Participate in problem-solving discussions and cross-functional coordination.
Handle sensitive communications professionally and translate complex coverage, liability, and contractual concepts for diverse audiences.
Mentor entry-level adjusters and share best practices learned through training and experience.
Provide exceptional customer service, educate customers and business partners, and ensure satisfaction throughout the claim lifecycle.
Ensure compliance with all licensing requirements and applicable statutes, regulations, and industry standards.