Job Opening ID 1214BR
Title Auto Appraiser
Country United States
State/Region/Province Ohio
City Independence
Job Category Claim
Position Type Experienced/Professional
Company Information Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Job Summary Under direct supervision, this position has responsibility for inspecting, estimating, negotiating, and evaluating 1st and 3rd party auto physical damage claims, including both personal and business insurance claims. The claim types will be basic to moderate physical damage coverages as it relates to damage assessment. This includes collision, comprehensive, property damage related to autos, rental and towing as well as fire, theft, flood, lightning, diminished value claims and any claims that involve injuries. The actual resolution and settlement of these claims will be the responsibility of the Auto Claim Professional. This position also has responsibility for complete claim handling (i.e. first notice of loss through resolution/settlement and payment process) on claims that meet specific criteria as defined by Auto Product guidelines. This subset of claims makes up approximately 15-20% of the total workload volume. This position will serve as a technical resource for inside auto claim staff and will provide advice and direction to claim professionals on claim damages to achieve optimal outcomes. This job does not lead others.
Primary Job Duties & Responsibilities Deliver consistent service quality throughout the claim life cycle, including but not limited to prompt contact, explaining the process, setting expectations, on-going effective communication, follow-through and meeting commitments to achieve optimal outcome on every file. Effectively manage work assignments and promptly travel to location of vehicle/equipment. Arrange to view vehicle/equipment if not readily accessible. Scope claims utilizing technical expertise and information gathered to accurately determine physical claim value of claims using company recognized resources, estimating and evaluation software. Establish the physical damage claim value of assigned losses. Prepare and document accurate vehicle/ equipment damage appraisals, Actual Cash and Replacement values according to applicable regulatory and corporate guidelines. Negotiate with repair facilities on revisions to repair costs, including but not limited to: replacement labor times, repair labor, alternative parts usage, customary or special discounts, tax application, betterment, paint allowances, material costs, sublet repairs, deductible application, calculation errors and incidental expenses. Negotiate the claim with the customer leveraging appropriate resources and achieve agreement on value. Obtain authorization to initiate payment to the customer or provide settlement amount to the assigned Claim Representative for payment. This may include presentation of facts gathered to appropriate leadership, depending on settlement amount and authority level. For applicable Total Loss claims determine settlement amounts based on independent judgment, estimation of actual cash value and replacement value, appraisals, application of applicable limits and deductibles. Negotiate and convey claim settlements within authority and initiate payment to the customer. Pay the appropriate amount on each claim, including loss of use and rental reimbursement, through the use of cost containment tools. Partner with the Auto Claim Professional throughout the life of the claim. Partnership from initial investigation through final recovery to ensure appropriate claim resolution and pursuit of alternative recovery sources (e.g. Subrogation, SIU, etc.). Provide all lines of business and departments, i.e. property, Boat and Yacht, Inland Marine, Public Sector, etc. with inspection assistance as needed, including Catastrophe response. Effectively manage work assignments and track savings and referrals. Actively support Auto Business Plans such as Concierge and Direct Repair programs. Achieve and maintain appropriate technical expertise, certifications and regulatory required licenses through successful completion of company and industry classes and training. Comply with all insurance department regulations and applicable laws. Provide operational intelligence to Travelers business partners through accurate data reporting. Develop and deliver training sessions on technical areas or frequently asked questions as requested. Occasional overnight travel for training as needed. Occasional Catastrophe Duty, including other offices and states may be required. For claim types that meet the specific criteria as defined by Auto Product guidelines for complete claim handling ( i.e. first notice of loss through the resolution/settlement and payment process) and are assigned to the Estimate Reviewer the following duties are concurrent with those listed above: Review and analyze coverage and apply policy conditions, provisions, exclusions, and endorsements pertinent to a variety of 1st party auto damage claims. Recognize and apply how jurisdictional issues impact the claim (i.e. negligence laws, financial responsibility/limits, immunity, etc.) Conduct damage management including properly managing the repair process i.e. mitigating storage, rental, early tow to salvage and other related expenses by working closely with rental facilities, body shops, repair facilities and other vendors. Establish timely and maintain appropriate claim and expense reserves. Develop and continually update a plan of action including maintaining an effective diary to bring the claim to resolution in a timely manner. Manage file inventory by utilizing an effective diary system and documenting claim file activities in accordance with established procedures. Communicate claim damage assessment following negotiation of value with repair facilities. Obtain authorization to initiate payment to the customer/repair facility Other duties as assigned.
Education, Work Experience & Knowledge College or Technical School degree preferred. Typically has minimum of 2-5 years' experience in auto appraisal, preferably with an insurance company. Strong technical background including extensive knowledge of auto repair and repair techniques, including thorough understanding of auto terminology and construction.
Job Specific & Technical Skills & Competencies Thorough knowledge of claims appraisal systems and overall claim operations, Windows proficiency, including Excel and Word. Ability to promptly travel, with little or no advance notice, demonstrating effective planning, expense and cost control skills. Strong mathematical and negotiation skills Demonstrated ownership attitude and customer centric response to all assigned tasks. Strong teamwork skills Ability to remain current on jurisdictional laws and regulations, and communicating compliance requirements to other claim staff as appropriate. Commitment to continuous education. Competency Levels: Analytical Thinking Basic Judgment/Decision Making Basic Communication Basic Negotiation Intermediate Insurance Contract Knowledge Basic Principles of Investigation Basic Value Determination Intermediate Settlement Techniques Intermediate Auto Technical Intermediate
Environmental/Work Schedules/Other Requires weekend work hours Requires extended periods (1 or more weeks) of travel as needed Requires extended periods of driving Other (Ability to work in a position where frequent exposure to noise, dirt or odors; or where work may be performed in a confined or restricted area.)
Physical Requirements Operates standard office equipment Requires extended periods of computer use Requires extended periods of driving Other (Must be able to stoop, bend, crouch and climb, to ensure full vehicle damage assessment)
Licensing or Certificates Professional License, Registration, or Certificate is required to hold this position depending upon state regulations. Valid Driver's license and good driving record in order to meet driving record requirements of Travelers.
Equal Employment Opportunity Statement Travelers is an equal opportunity employer.