VP, Head of Claims | CT & NY

Woodrow Cross•Shelton, CT

13d

About The Position

The Cross Family of Agencies is seeking a VP, Head of Claims to establish and lead a unified claims advocacy department for property and casualty clients across the CT and NY region. This role involves consolidating claims support, defining the department's service model, staffing, and operating standards, and ensuring consistent claims workflow and documentation. The Head of Claims will be responsible for hiring, coaching, and developing claims advocates and support staff, serving as the senior escalation point for complex claims, and advocating on behalf of insureds with carrier claims teams. This position will also manage carrier relationships, coordinate with other departments, and develop reporting and analytics to drive continuous improvement in claims handling and client satisfaction.

Requirements

Experience in claims advocacy for property and casualty clients.
Proven ability to establish and lead a department.
Experience in defining service models, staffing structures, and operating standards.
Proficiency in claims workflow, documentation, and service standards.
Experience in hiring, coaching, and developing staff.
Ability to serve as a senior escalation point for complex claims.
Strong advocacy skills with carrier claims teams.
Experience managing carrier claims relationships.
Experience with reporting, loss analysis, and trend tracking.
Knowledge of Applied Epic and AMS360.

Nice To Haves

Experience serving clients across CT and NY regions.
Experience in a department-led approach.
Experience coordinating with Commercial Lines, Personal Lines, and Benefits departments.
Experience leveraging carrier-side claims expertise.

Responsibilities

Establish and lead a unified claims advocacy department serving property and casualty clients across the CT and NY region.
Define the department's service model, staffing structure, and operating standards.
Set and enforce claims workflow, documentation, and service standards within Applied Epic and AMS360.
Hire, onboard, coach, and develop claims advocates and support staff across both states.
Serve as the senior escalation point for complex, high-severity, and sensitive claims.
Advocate on behalf of insureds with carrier claims teams to drive fair, accurate, and timely resolution.
Partner with producers and account teams to make claims advocacy a visible part of the client experience.
Own the region's carrier claims relationships, including adjuster and claims-management contacts, scheduled claims reviews, and escalation channels.
Represent Cross in carrier claims discussions.
Coordinate with Commercial Lines, Personal Lines, and Benefits leadership on cross-functional claims matters and shared accounts.
Build and maintain claims reporting, loss analysis, and trend tracking.
Deliver claims data and insight that informs producer conversations and client stewardship reports.
Identify recurring issues and drive process improvements that reduce cycle time and improve client satisfaction.