Inland Marine Claims Adjuster

The Hanover Insurance Group; Worcester (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

The Hanover Insurance Group in Worcester, MA is seeking a Service Claims Adjuster to join our Inland Marine team in a full-time, exempt role.

You will manage a caseload of moderately complex service claims from intake to resolution, conduct thorough investigations, assess liability and negotiate settlements while maintaining compliant documentation and strong customer service.

Qualifications

• Associate degree required; bachelor’s degree preferred.
• Typically 1–4 years of relevant claims handling experience.
• Proficient with MS Office and internet usage.
• Ability to work on-site and travel as necessary.

Responsibilities

• Manage a caseload of moderately complex service claims from intake through resolution.
• Conduct investigations, assess liability, and evaluate damages.
• Engage underwriting, legal, and stakeholders for investigations.
• Set reserves and authorize payments within authority.
• Mentor entry-level adjusters and share best practices learned.

Skills

MS Office proficiency

Communication skills

Negotiation

Investigative skills

Attention to detail

Education

Associate degree

Bachelor's degree

Tools

MS Office Suite

Internet navigation

Job description

Our Property Claims team is currently seeking an Service Claims Adjuster to join our Inland Marine team in our Worcester, MA office.This is a Full-time/Exempt role.

POSITION OVERVIEW:

The Inland Marine Claims Adjuster is responsible for managing a caseload of moderately complex claims from initiation to resolution. This includes determining coverage, conducting thorough investigations, evaluating damages, and negotiating settlements in accordance with policy terms, best practices, and jurisdictional requirements. The role involves direct communication with insureds and third parties, as well as accurate input and management of claim data.

IN THIS ROLE, YOU WILL:

• Manage a caseload of moderately complex service claims from intake through resolution.
• Conduct thorough investigations, assess liability, and evaluate damages using established procedures.
• Engage underwriting, legal, and stakeholders for comprehensive investigation and evaluation.
• Identify and refer suspicious claims to the Special Investigation Unit.
• Transfer risk to appropriate parties.
• Maintain appropriate adjuster licenses and continuing education credits.
• Handle claims within specific limits and authority; use discretion and independent judgment.
• Set reserves and authorize payments within scope of authority.
• Review and validate intake claims; conduct investigations and document findings.
• Coordinate with stakeholders to resolve issues; adhere to claims processing procedures.
• Utilize technology and data tools to enhance claims processing efficiency and accuracy.
• Resolve claims with empathy and customer-centricity; prepare documentation and evidence.
• Maintain detailed and compliant documentation of claim activities and communications.
• 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 information for diverse audiences.
• Mentor entry-level adjusters and share best practices learned through training and experience.
• Provide exceptional customer service; educate policyholders and ensure satisfaction.
• Ensures Compliance with all licensing requirements.
• Identify and assign subrogation potential appropriately; set up files to support successful recovery efforts
• Employees are expected to meet the essential functions of their role, including maintaining regular, predictable and reliable attendance and adhering to their assigned work schedules.
• Onsite attendance requirements may vary by position and are subject to change based on business needs consistent with applicable law.
• Communicate effectively with internal and external stakeholders using appropriate channels, including phone, email, teams, and in person interactions as required.
• Ability to maintain sound judgement and attention to detail while managing multiple priorities under pressure in a fast-paced environment.

WHAT YOU NEED TO APPLY:

• Associate degree required; bachelor's degree preferred or combination of education and experience.
• Typically has 1-4 years of relevant experience in claim handling.
• Proficient with basic computer navigation; ability to use basic software. systems/applications (Suite of MS Office Products) and use of the internet.
• Knowledge of insurance products, processes, and relevant laws.
• Learn and handle negotiations independently within authority, understand common tactics for moderately complex claim resolution.
• Communicate clearly and empathetically across various channels.
• Operate with decision-making latitude; adapt to changing situations.
• Deliver difficult messages with clarity and professionalism.
• Collaborate with team members and maintain constructive relationships.
• Manage multiple tasks and deadlines with strong organizational skills.
• Negotiate claims independently within authority limits.
• Understand insurance principles, policies, procedures, and terminology.
• Possess investigative skills and follow procedures and guidelines.
• Ability to use a personal computer and other standard office equipment.
• Ability to sit and/or stand for extended periods.
• Required to work on-site as needed.
• Ability to travel as necessary.
• Ability to work in a fast paced, changing or stressful environment.
• Ability to perform work in a noisy/loud work environment.
• May be required to have and maintain sufficient home-based internet connection.
• Employees are expected to participate professionally in virtual meetings. Use of video cameras is expected under most circumstances.

This job posting provides cursory examples of some of the job duties associated with this position. The examples provided are not complete, and the position may entail other essential and job-related functions and responsibilities that employees will be required to perform.