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.

We are looking for a 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 appropriate reserves and settlement strategies. Address challenges such as missing shipboard records, obtaining post-cruise medical records, and dealing with demanding claimants or attorneys. Prepare for negotiations, determine settlement reserves, communicate claim decisions and settlement options or denials, identify risks, and advise internal partners on measures to minimize future incidents and claims.

• Existing Claims:
  Continually review IRM claims system for accuracy and update records as new information is presented. Assist teammates with workload when necessary and as time permits.

• Financial Case Management:
  Set and review reserves regularly, adjust reserves as new information becomes available, request cash settlements, submit future cruise credits and onboard credits, and draft release agreements. Report 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, time permitting.

• Other:
  Prepare and attend small claims hearings. Assist with handling personal property claims (lost or damaged luggage and personal effects) as time permits. Respond to state Attorney General inquiries and perform other duties as assigned.

• Scope:
  Independently manage and adjust a complex caseload of guest claims across multiple brands, including Princess, Holland America, Seabourn, and Cunard (North America guest claims). Responsible for pre-suit claim evaluation, negotiation, and settlement, engaging directly with claimants and plaintiff attorneys to resolve matters and avoid litigation. Own claim lifecycle management within the IRM claims system, including investigation, documentation accuracy, reserve setting, settlement processing, and regulatory reporting.
  
  Interface with shipboard teams, medical providers, shoreside partners, legal counsel, finance, and risk management both domestically and globally.

• Problem solving:
  Resolve complex, ambiguous claims by proactively sourcing information from multiple internal and external sources. Apply analytical judgment to evaluate liability under contractual terms, medical evidence, and factual circumstances to determine defensible settlement positions. Navigate high-conflict negotiations with data-driven preparation, clear communication, and principled negotiation strategies. Reassess exposure as new information emerges and adjust reserves and strategies accordingly.

• Impact:
  Reduce litigation risk and costs by resolving claims through strategic pre-suit negotiations. Protect financial position by maintaining appropriate reserves. Enhance guest experience through timely and transparent claim resolution. Identify systemic risks and safety exposures and provide recommendations to internal partners to mitigate future incidents and claims. Support regulatory compliance, including Medicare reporting, release execution, and audit-ready claim documentation.

• Leadership:
  Serve as a subject-matter expert and trusted resource on claim liability, settlement strategy, and risk exposure. Manage complex negotiations independently, influence outcomes, and provide informal leadership by supporting teammates and promoting consistent claims practices. Represent the company professionally in external interactions with attorneys, claimants, and state agencies.

• High School…