Sr Field Adjuster

The Hanover Insurance Group • Traverse City, MI

17d • $67,000 - $90,000 • Remote

About The Position

The Sr Adjuster Field Service Claims independently manages moderate to complex and high-value field property claims. The role requires advanced investigation, evaluation, and negotiation skills, thorough analysis, collaboration with internal teams and external experts, and travel on short notice. The adjuster manages claims in accordance with policy provisions, regulations, and best practices to deliver high-quality service and outcomes.

The position is remote and full-time, with field investigations in the Traverse City, Michigan, and Northern Lower Peninsula territory. On-site work may be required as needed. The role may involve catastrophe response and representing the company in mediations, arbitrations, and trials. The adjuster must maintain appropriate state adjuster licenses, continuing education credits, and a valid driver’s license.

Requirements

• Bachelor’s degree or equivalent experience in claim handling.
• Typically 5–10 years of adjusting experience.
• Strong knowledge of local geography, regulations, public safety agencies, applicable statutes, case law, and third-party legal liability concepts.
• Ability to build rapport with insureds and navigate the insurance and legal climate.
• Negotiation skills and ability to develop strategies to influence outcomes.
• Sound judgment and decision-making, including on litigation and compliance matters.
• Clear and effective verbal and written communication, with empathy and appropriate selection of communication channels.
• Strong organization, time management, desk management, and ability to manage complex workflows and project work.
• Ability to analyze complex issues, evaluate risks and outcomes, act independently within authority, and identify claims patterns to support resolution strategies.
• Ability to collaborate with internal and external experts, including legal and underwriting stakeholders.
• Ability to assess customer concerns, anticipate questions, and explain complex and technical terms in understandable language, including delivering difficult messages when needed.
• Proficiency with claims systems and Microsoft Office Suite.
• Ability to use a personal computer and standard office equipment.
• Ability to sit and/or stand for extended periods and work in a fast-paced, changing, or stressful environment, including noisy or loud environments.
• Ability to travel as necessary and work on-site as needed.
• May need to maintain sufficient home-based internet service.
• Ability to operate a motor vehicle 4–5 hours per day and enter and exit the vehicle numerous times during the day.
• Ability to load and unload equipment and supplies weighing up to 30 pounds from a motor vehicle.
• Ability to bend, walk, and climb for several consecutive hours while inspecting damaged buildings, sometimes with utilities turned off or inoperable.
• Ability to safely use a ladder to access roofs and maintain balance while inspecting roofs.
• Ability to perform field work in adverse weather.

Responsibilities

• Independently manage field property claims, including claims requiring outside field investigations and catastrophe response.
• Lead investigations, assess coverage, issue documentation such as reservation-of-rights and coverage letters, and escalate issues as needed.
• Identify and pursue opportunities to transfer risk to appropriate entities for the benefit of insureds and business partners.
• Maintain comprehensive claim records and ensure documentation complies with jurisdictional requirements.
• Identify subrogation potential and set up files to support recovery efforts.
• Ensure claims activities meet regulatory and company standards; execute jurisdictional requirements and support others’ understanding of regulatory obligations.
• Investigate suspicious claims using advanced techniques and tools, refer matters to the Special Investigation Unit as needed, and remain alert to fraud indicators and reporting obligations.
• Set reserves, authorize payments, make financial decisions within authority, and contribute to reserving accuracy and efficiency.
• Coordinate with legal, underwriting, vendors, agents, and other stakeholders; lead cross-functional meetings and communicate complex information clearly.
• Use tools and analytics to identify trends, correct inconsistencies, and improve claims efficiency; ensure appropriate data ingestion, labeling, and protection of personally identifiable information.
• Prepare detailed reports summarizing claim findings and recommendations.
• Mentor junior adjusters on complex claims, compliance, and litigation processes; support training and develop best practices and educational materials.
• Communicate empathetically and clearly throughout the claims process, educate claimants and stakeholders, clarify next steps, and support a positive customer experience.
• Represent the company in mediations, arbitrations, and trials when required.
• Maintain appropriate state adjuster licenses, continuing education credits, and a valid driver’s license.

Benefits

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company-paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• On-the-job experiences, personalized coaching, and learning and development programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior