Auto PIP - Manager Casualty Claims

Posted Wednesday, August 19, 2026 at 4:00 AM

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture .

Our Claims team is currently seeking a Manager Casualty Claims.

This is a full-time, exem pt role with a hybrid work schedule at one of our Hanover offices:

• Itasca, IL
• Worcester, MA
• Southfield, MI
• Howell, MI
• Grand Rapids, MI

The Mgr Casualty Claims is responsible for the daily oversight of the claims handling team, leading employees to foster a highly engaged, high-performing workforce aligned with the organization’s strategic goals. This role ensures effective front-line claims handling while demonstrating expertise in performance management, communication, decision-making, relationship building, and customer service. The manager proactively assesses current and future resource needs, providing mentorship and guidance to support continuous development and operational excellence.

• Oversee the day-to-day operations of a claims handling team including the investigation and evaluation of claims.
• Monitor and assess employee performance through spot checks (e.g., phone listening, file reviews) and data tools (e.g., Power BI, flight decks, trend analysis); provide feedback and implement improvement plans to ensure thorough and efficient investigations.
• Develop and implement continuous improvement initiatives to enhance the quality and consistency of the investigative process.
• Create and enforce protocols to detect and prevent fraudulent claims; review claims with potential fraud.
• Apply technical knowledge (e.g., comparative negligence laws across all 50 states), to support employees in their investigations and evaluations. Direct day-to-day operations including tracking measures, analyzing reports, and reinforcing goals.
• Handle escalated complaints or disputes, working to resolve issues amicably and maintain positive relationships with clients.
• May utilize technology and talent management to increase efficiency and scalability in claims handling; analyze claims data to identify trends, areas for improvement, and opportunities for cost savings.
• Evaluate and approve reserve and settlements outside of individual authorities.
• Monitor and control expenses related to claim handling activities; review and approve settlement proposals prepared by claims handlers to ensure they are reasonable and justifiable.
• Support and mentor others and demonstrate proficiency in contractual indemnification.
• Oversee, manage, and direct litigated claims; mentor others on approach.
• Collaborate with legal teams to ensure proper handling of litigation cases; analyze claims to identify strengths, weaknesses, and potential risks associated with litigation.
• Manage and report on litigation outcomes to identify trends and areas for improvement.
• Monitor and manage litigation costs to ensure they remain within budget and evaluating the financial impact of litigation on the company.
• Ensure accurate documentation and compliance with legal requirements in litigated claims.
• Provide guidance on the development of policies and procedures and training and development programs for claims handlers on litigation support.
• Lead negotiation in contested claims, employing advanced negotiation strategies for optimal outcomes for claims within scope of unit, balancing indemnity and customer satisfaction.
• Ensure compliance with all claims handling guidelines and policies.
• Provide regular updates and reports to senior management and other departments; adapt communication styles to audience (e.g., director versus peer).

• Bachelor’s degree;
  Generally, 5-7 years related claims experience; supervisory experience preferred but not required
• Skilled in Microsoft Office Suite (Word, Excel), claims management systems, and data analysis tools for documentation, reporting, and process optimization.
• Ability to cultivate a high-performing team through mentoring, coaching, and fostering a positive work environment.
• Skilled in…