Sr. Inland Marine Adjuster Service Claims

Hanover Insurance Group, Inc.; Worcester (MA); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Hanover Insurance Group, Inc. in Worcester, Massachusetts, seeks an experienced Sr Adjuster for Inland Marine claims. This full-time, exempt role supports moving & storage, household goods and related exposures in a hybrid work setting.

You will manage complex claims from intake through resolution, interpret contracts and policy provisions, negotiate settlements, and coordinate with underwriters, legal and vendors to achieve favorable outcomes.

Qualifications

• Bachelor’s degree or equivalent experience and claim handling required.
• 5–10 years of adjusting experience preferred.
• Experience in transportation, moving & storage inland marine or related claims is strongly preferred.
• Ability to read, interpret contracts, tariffs, bills of lading, and customer agreements.
• Litigation exposure or collaboration with defense counsel is a plus.
• Proficient with MS Office and claims management systems (Guidewire).

Responsibilities

• Manage a caseload of moderately complex service, property damage, and liability claims from intake through resolution.
• Conduct thorough investigations, assess liability, evaluate damages, and determine coverage.
• Analyze contracts, tariffs, bills of lading, and transportation agreements to evaluate liability and claim exposure.
• Interpret coverages and apply policy provisions to claim investigations and resolution strategies.
• Engage underwriting, legal, vendors and other stakeholders for investigations and evaluation.
• Refer suspicious claims to the Special Investigation Unit and pursue subrogation opportunities.
• Maintain licenses and continue education credits; handle claims within authority; set reserves and authorize payments.
• Mentor entry-level adjusters and provide training to peers.

Skills

Analytical skills

Investigative skills

Negotiation

Relationship management

Communication skills

Contract interpretation

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office Suite

Outlook

Guidewire

Job description

Position Overview:

Our inland marine claims team is seeking a Sr Adjuster Service Claims in our Worcester, Ma location. This is a full-time, exempt role eligible for a Hybrid/Flex work arrangement.

The Adjuster Service Claims is responsible for managing a caseload of moderately complex property damage and liability claims from initiation through resolution. This includes determining coverage, conducting thorough investigations, evaluating damages, interpreting contractual liability provisions, and negotiating settlements in accordance with policy terms, customer agreements, best practices, and jurisdictional requirements. The role involves direct communication with insureds, claimants, agents, vendors, attorneys, and third parties, as well as accurate management of claim data and documentation.

This position primarily supports claims within the Moving & Storage/Household Goods business and requires experience evaluating contractual liability, transportation-related exposures, commercial customer agreements, and litigated matters. The ideal candidate will possess strong analytical, investigative, negotiation, and relationship management skills and thrive in a highly specialized claims environment.

In this role you will:

• Manage a caseload of moderately complex service, property damage, and liability claims from intake through resolution.
• Conduct thorough investigations, assess liability, evaluate damages, and determine coverage using established procedures and sound claim judgment.
• Analyze contracts, tariffs, bills of lading, warehouse receipts, valuation provisions, and transportation-related agreements to evaluate liability and claim exposure.
• Interpret commercial coverages and apply policy provisions, legal principles, and contractual obligations to claim investigations and resolution strategies.
• Engage underwriting, legal, vendors, and other stakeholders for comprehensive investigation and evaluation.
• Identify and refer suspicious claims to the Special Investigation Unit.
• Transfer risk to appropriate parties and identify subrogation opportunities to support successful recovery efforts.
• Maintain appropriate adjuster licenses and continuing education credits.
• Handle claims within assigned authority limits while exercising discretion and independent judgment.
• Set reserves and authorize payments within scope of authority.
• Review and validate new claims; conduct investigations and document findings.
• Coordinate with internal and external stakeholders to resolve claim issues while adhering to established claims handling procedures.
• Utilize technology and data tools to enhance claims processing efficiency and accuracy.
• Resolve claims with a customer-centric approach while balancing contractual, legal, and business considerations.
• Maintain detailed and compliant documentation of claim activities, investigations, negotiations, and communications.
• Manage litigated files and collaborate with defense counsel, experts, and internal stakeholders to develop effective resolution strategies and achieve favorable outcomes.
• 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 coverage, liability, and contractual concepts for diverse audiences.
• Mentor entry-level adjusters and share best practices learned through training and experience.
• Provide exceptional customer service, educate customers and business partners, and ensure satisfaction throughout the claim lifecycle.
• Ensure compliance with all licensing requirements and applicable statutes, regulations, and industry standards.

In this role you will:

• Bachelor’s degree or equivalent experience with claim handling. Typically requires 5-10 years of adjusting experience.
• Experience handling transportation, logistics, household goods, moving & storage, inland marine, cargo, commercial property damage, or liability claims strongly preferred.
• Ability to read, interpret, and analyze business contracts, tariffs, bills of lading, warehouse receipts, customer agreements, and contractual liability provisions.
• Demonstrated understanding of third-party legal liability concepts, negligence principles, and contractual risk transfer.
• Litigation experience preferred, including collaboration with defense counsel, participation in mediations, arbitrations, depositions, discovery, settlement negotiations, and trial preparation.
• Knowledge of insurance products, claims practices, coverage analysis, and relevant laws and regulations.
• Proficient with Microsoft Office Suite, Outlook, Guidewire, or similar claims management systems.
• Strong investigative and analytical skills with the ability to evaluate complex liability exposures, contractual obligations, and develop effective claim resolution strategies.
• Demonstrated ability to negotiate skillfully in difficult situations and obtain favorable outcomes while maintaining positive business relationships.
• Strong written and verbal communication skills with the ability to clearly explain coverage, liability, contractual obligations, and settlement positions.
• Ability to make informed, confident, and timely decisions.
• Strong organizational and time management skills with the ability to manage multiple priorities and deadlines.
• Ability to adapt to changing business needs, requirements, and priorities.
• Commitment to ongoing professional development and technical claim expertise.
• Ability to cultivate constructive relationships and work effectively within a collaborative team environment.

Preferred Qualifications:

• Experience handling contractual liability claims involving transportation, moving & storage, warehouse legal liability, logistics, cargo, and inland marine exposures.
• Familiarity with bills of lading, tariffs, valuation provisions, warehouse receipts, transportation contracts, and customer service agreements.
• Experience managing litigated claim files and working directly with defense counsel, mediators, arbitrators, and expert witnesses.
• Experience identifying and pursuing subrogation opportunities and recovery strategies.
• Professional designations such as AIC, CPCU, ARM, AIS, SCLA, or similar industry certifications preferred.

Core Capabilities:

• Analytical Reasoning: The ability to identify problems, gather information, analyze complex facts and contractual obligations, and develop effective solutions.
• Customer Centricity: Makes customers and clients a primary focus while balancing business, contractual, and legal considerations.
• Digital Fluency: Effectively uses technology, claims systems, and digital tools to drive efficiency, accuracy, and communication.
• Persuasion and Influence: Uses negotiation and interpersonal skills to achieve positive outcomes and influence claim resolution.
• Professional Insurance Acumen: Demonstrates strong understanding of insurance, contractual liability, transportation-related exposures, litigation management, and industry trends.
• Planning and Execution: Plans, prioritizes, and manages resources and time effectively to achieve goals and meet service expectations.

Physical Demands and Work Environment:

• 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