Personal Lines Claims Advocate

Insurance-Management-Group; Marion (IN); On-site; USD 52,000 - 68,000; Full time

Job summary

Insurance Management Group seeks a Personal Lines Claims Advocate to guide clients through the claims process from first notice of loss to resolution. You will review coverage, communicate clearly with clients and carriers, and support Account Managers in claim submission.

Ideal candidates have 3–5+ years in Personal Lines claims handling, with strong written and verbal communication, meticulous documentation, and a willingness to obtain an Indiana P&C license (company-covered).

Qualifications

• 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).
• Strong verbal and written communication skills; ability to explain coverage and claims concepts clearly.
• High attention to detail and follow-through on open claim files.
• Caseload management with independent work and escalation when needed.
• Willingness to obtain an Indiana P&C license (company-covered).

Responsibilities

• Serve as the primary contact for Personal Lines clients with active claims from first notice of loss to resolution.
• Review policy coverage and claim details; set accurate expectations for clients.
• Communicate proactively with clients, carriers, and adjusters to check claim status and resolve delays.
• Collaborate with Account Managers on claim intake and submission; provide follow-up support during claims.
• Explain policy language, deductibles, and coverage terms as they relate to each claim.
• Identify complex disputes and escalate to Strategic Claims Advocate with a clear summary.
• Maintain accurate claim notes and documentation in the agency system.
• Advocate for clients to carriers and adjusters to ensure fair, timely outcomes.
• Assist clients in recovery matters involving at-fault third parties and subrogation when warranted.

Skills

Claims handling

Communication

Detail orientation

Organization

Team collaboration

License readiness

Job description

Description

*The selected candidate may work out of any one of our IMG office locations (Marion, Indianapolis, Elwood, or Fort Wayne).

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 escalation
• 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)