Property Claim​/ Field Assist Representative

General Summary

A Property Claim Representative is responsible for managing property insurance claims by investigating claim facts, evaluating coverage, determining the extent of damage, and communicating with policyholders, agents, and other parties regarding the claim process. This position provides thorough and accurate claim handling, documentation, and resolution in accordance with company procedures, applicable claim handling practices, and state-specific regulatory expectations.

This position will primarily handle property claims through desk-based investigation and communication; however, the representative may also be called upon to conduct in-person claim investigations, site inspections, or field-related claim activity when warranted by the type, severity, complexity, location, or circumstances of the claim.

• Receives information regarding loss details, investigates facts, researches policies and endorsements to assess coverage, and determines approval or denial of payment.
• Manages all external communications with customers associated with the claim, including:
  • serves as the main contact with agents and insureds regarding claim status,
  • explaining claim decisions,
  • communicating payment information,
  • responding to other related claim questions.
• Records and updates claim notes to reflect the status of the claim; documents the result of external information gathering.
• Plans and manages the claim investigation process including:
  • interviewing all parties involved,
  • collecting and evaluating documentation,
  • securing and reviewing evidence to analyze coverage,
  • determining the extent of damages and appropriate compensation.
• Conducts or participates in in-person claim investigations, property inspections, or field-related claim activity when necessary, based on claim type, severity, complexity, location, or business need.
• Evaluates property damage information, including photos, estimates, reports, documentation, and inspection finding, to support accurate coverage and damage assessments.
• Coordinates with policyholders, agents, contractors, vendors, experts, and other parties as needed to complete the claim investigation and resolution process.
• Issues loss and expense payments within stated authority and complies with check security procedures.
• Recommends appropriate reserves based upon the facts of the loss.
• Keeps up to date with current trends in the industry and related changes in law, regulation, and claim handling expectations.
• Works in a team environment to promote and support unit, department, and organizational goals; communicates effectively, supports co-workers, and works with colleagues effectively and professionally.
• Assists other claims associates who are absent by helping with their claims and answering questions that may arise.
• Attends quarterly and Property Unit meetings.
• May occasionally handle a large volume of claims during a catastrophic or storm event.
• Performs other duties as assigned.

• Position may work remotely, in a hybrid arrangement, or from another approved work location as determined by the company.
• Periodic travel may be required for claim investigations, property inspections, training, team meetings, catastrophe response, or other business needs.
• May be required to conduct in-person claim investigations or property investigations in varying weather conditions and at residential, commercial, or other property locations.
• May require driving to claim locations and interacting in person with policyholders, agents, contractors, vendors, public officials, or other claim-related parties.
• May involve walking, standing, bending, climbing stairs, or navigating property sites in connection with claim inspections or investigations.
• Sitting for extended periods of time.
• Frequent use of computer and associated eye strain and fatigue.

• Strong organizational skills and the ability to multi-task.
• Strong written and oral communication skills.
• Strong investigation, reasoning and listening skills.
• High level of organizational and decision-making skills.
• Strong interpersonal skills for working with other associates, agents, insureds, various federal and state agencies, and numerous other outside contacts and customers.
• Basic construction knowledge.
• Ability to evaluate property damage information, including estimates, photographs, reports, inspection findings, and other claim-related documentation.
• Ability to conduct professional, objective, and well-documented claim investigations, including in-person investigations when appropriate.
• Ability to exercise sound judgment, maintain professionalism, and communicate clearly in situations that may involve customer concern, claim complexity, or disputed facts.
• Ability to travel within an assigned territory or as needed for claim-related activity.

• College degree or equivalent work experience.
• Two (2) years of previous claims experience.
• Experience in a production environment where time management,…