Claims Adjuster

Overview

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

Claims Adjuster. This position will manage and adjust a caseload of guest claims for Princess, Holland America, Seabourn, and Cunard North America (guest claims only), and will negotiate pre-suit settlements directly with claimants, or their attorney, on behalf of the company to avoid litigation.

• Administrating Guest Claims:
  Review guest claims by analyzing shipboard records and the brand s passage contract to determine the company s position regarding liability before assessing reserves and settlement strategies. Promote effective communication of claim decisions and settlement options or denials. Identify risks and exposures and provide recommendations to mitigate risks and improve safety practices. Advise internal partners on measures to minimize future incidents and claims.
• Existing Claims:
  Review IRM claims system for accuracy; update records as new information is presented. Support teammates with workload as time permits.
• Financial Case Management:
  Set and review reserves, adjust as new information arises, request cash settlements, submit future cruise credits and onboard credits, and draft release agreements. Report all eligible settlements to Medicare before settlement payments are processed.
• Sea Event Review:
  Review newly downloaded Sea Event reports to determine if proactive measures are necessary based on the completed report, as time permits.
• Other:
  Prepare and attend small claims hearings. Assist with handling personal property claims (lost/damaged luggage and personal effects) as time permits. Respond to state Attorney General inquiries and other assigned duties.

• Scope: Independently manages a complex caseload of guest claims across multiple brands. Responsible for pre-suit claim evaluation, negotiation, and settlement, engaging directly with claimants and plaintiff attorneys to resolve matters and avoid litigation. Administers claims governed by brand passage contracts with understanding of contractual liability frameworks. Owns claim lifecycle management within the IRM claims system, including investigation, documentation accuracy, reserve setting, settlement processing, and regulatory reporting.
  
  Interacts with shipboard teams, medical providers, shoreside partners, legal counsel, finance, and risk management globally.
• Problem solving: Resolve complex, ambiguous claims by sourcing information from multiple channels. Apply analytical judgment to evaluate liability under contractual terms, medical evidence, and facts to determine defensible settlement positions. Manage negotiations with data-driven preparation and clear communication. Reassess exposure as new information emerges and adjust reserves and strategies. Balance financial risk, legal exposure, stakeholder expectations, and fairness.
• Impact: Reduce litigation risk by resolving claims efficiently through pre-suit negotiations. Maintain reserves reflecting evolving claim facts. Enhance guest experience through timely, professional, and transparent resolution. Identify systemic risks and provide internal recommendations to mitigate future incidents and claims. Support regulatory compliance, including Medicare reporting, release execution, and audit-ready documentation.
• Leadership: Serve as a subject-matter expert and trusted resource on claim liability, settlement strategy, and risk exposure. Independently manage complex negotiations and influence outcomes. Provide informal leadership to teammates, support during peak periods, and promote consistent claims practices. Represent the company professionally in external negotiations with attorneys, claimants, and state agencies.

• High School Diploma/GED
• Bachelor’s Degree preferred (Business, Finance, Communications, Liberal Arts), not required
• Ability to conduct thorough investigations to determine the validity of claims, including reviewing documents, communicating with claimants, and assessing damages
• Ability…