Personal Lines Claims Advocate

Feighner Insurance Inc; City of Marion; On-site; AUD 63,000 - 77,000; Full time

Job summary

Insurance Management Group in Indiana is seeking a Personal Lines Claims Advocate to guide clients through the claims process from first notice of loss to resolution. You will provide clear communication, policy guidance, and proactive hands-on support so clients feel informed at every step.

You will work with Account Managers and carriers to keep claims moving, explain coverage basics, and escalate complex cases to the Strategic Claims Advocate when needed.

Qualifications

• 3–5+ years of Personal Lines claims adjusting or handling experience.
• Working knowledge of Personal Lines P&C policies, forms, and coverage basics.
• Strong verbal and written communication skills to explain coverage clearly.

Responsibilities

• Serving as the primary point of contact for Personal Lines clients with active claims, guiding them through the process from first notice of loss to resolution.
• Reviewing policy coverage and claim details to answer client questions clearly and set accurate expectations.
• Communicating proactively with clients, carriers, and adjusters to check claim status, resolve delays, and keep all parties informed.
• Partnering with Account Managers on claim intake and submission, providing follow-up support once a claim is underway.
• Helping clients understand policy language, deductibles, and coverage terms as they relate to their specific claim.
• Identifying claims that involve coverage disputes, or other complexity, and escalating them to the Strategic Claims Advocate, as needed, with a clear summary.
• Maintaining accurate, up-to-date claim notes and documentation in the agency management system according to agency procedures.
• Advocating for clients with carriers and adjusters to help ensure fair and timely claims outcomes.
• Assisting clients in recovery matters involving an at-fault third party, including working with the other carrier and challenging unreasonable liability decisions.
• Confirming subrogation is pursued where warranted and that client deductible reimbursements are applied properly.
• Tracking claim trends across the Personal Lines book and sharing observations that could help clients reduce future risk.

Skills

Personal Lines claims adjusting

Claims handling experience

Communication skills

Detail oriented

Independent caseload management

Job description

WHO WE ARE:

At Insurance Management Group, we’re driven by the opportunity we have every day to positively impact our clients, co-workers, and communities. We take pride in each and every interaction to protect and inspire, a key reason we feel we have been a successful independent insurance agency since 1875. We attribute our continued rapid growth in central Indiana to our commitment to 4 operating principles: Delivering WOW (to the clients), being Ideal Team Players (to co-workers), Growing (ourselves), and Serving (others). We’re committed to maintaining the family-oriented atmosphere that has got us to where we are today, as we feel internal culture is one of the best ways to ensure a great experience for our external clients. We hope you will consider joining the IMG family and helping us help others protect their assets, families, and futures.

POSITION DESCRIPTION:

We're looking for a Personal Lines Claims Advocate to serve as a dedicated resource for our Personal Lines clients navigating the claims process, from first notice of loss through resolution. In this role, you'll provide clear communication, policy guidance, and proactive hands-on support so clients feel confident and informed at every step — freeing up Account Managers to focus on service. You'll partner closely with clients and carrier representatives to keep claims moving, resolve day-to-day coverage questions, and flag anything unusual or complex for the Strategic Claims Advocate. This is not a centralized claims intake role; Account Managers will continue to handle routine claim entry and submission, and you'll step in to guide the client experience and troubleshoot issues as they arise.

DAY IN THE LIFE OF:

• Serving as the primary point of contact for Personal Lines clients with active claims, guiding them through the process from first notice of loss to resolution.
• Reviewing policy coverage and claim details to answer client questions clearly and set accurate expectations, and ensure coverage is applied appropriately.
• Communicating proactively with clients, carriers, and adjusters to check claim status, resolve delays, and keep all parties informed.
• Partnering with Account Managers on claim intake and submission, providing follow-up support once a claim is underway.
• Helping clients understand policy language, deductibles, and coverage terms as they relate to their specific claim.
• Identifying claims that involve coverage disputes, or other complexity, and escalating them to the Strategic Claims Advocate, as needed, with a clear summary.
• Maintaining accurate, up-to-date claim notes and documentation in the agency management system according to agency procedures.
• Advocating for clients with carriers and adjusters to help ensure fair and timely claims outcomes.
• Assisting clients in recovery matters involving an at-fault third party, including working with the other carrier and challenging unreasonable liability decisions.
• Confirming subrogation is pursued where warranted and that client deductible reimbursements are applied properly.
• Tracking claim trends across the Personal Lines book and sharing observations that could help clients reduce future risk.

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES:

• 3–5+ years of Personal Lines claims adjusting or claims handling experience
• Working knowledge of Personal Lines P&C insurance policies, forms, and coverage basics (auto, home, umbrella, and related lines)
• Strong verbal and written communication skills, with the ability to explain coverage and claims concepts in plain language
• High attention to detail and follow-through on open claim files
• Comfortable managing a caseload independently while knowing when to escape
• Ability to build trust and rapport with clients during stressful moments
• Organized approach to documentation and claim record-keeping
• Collaborative mindset — works well with Account Managers, Producers, and the Strategic Claims Advocate
• Willing to obtain an Indiana P&C insurance license (company-covered)