Commercial General Liability Claims Representative

Job Description

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.

This individual contributor role operates under moderate direction and within defined authority limits to manage commercial claims of low to moderate complexity and exposure within the General Liability line of business. The position is responsible for investigating, evaluating, and resolving claims in accordance with company protocols, while meeting quality, timeliness, and customer service standards. The role requires regular communication with customers and insureds and may support designated accounts.

This position offers a flexible, hybrid work schedule, requiring 2 days in a CNA office per week.

• Manage an inventory of low to moderate complexity commercial claims by verifying policy coverage, gathering necessary information, maintaining file documentation, and authorizing disbursements within authority limits.
• Provide customer satisfaction by interacting professionally with insureds, claimants, and business partners; meet quality and cycle time standards; give timely updates and respond promptly to inquiries.
• Verify coverage and establish reserves by reviewing policy language, estimating claim valuation, and following company claim handling protocols.
• Exercise judgment to determine liability and compensability by conducting investigations, taking recorded statements from insureds and witnesses, and working with experts to verify claim facts.
• Work with internal and external partners, suppliers, and experts to identify and collaborate with necessary resources for best claim outcomes.
• Authorize and ensure claim disbursements within authority limits by determining liability and compensability, negotiating settlements, and escalating to manager when appropriate.
• Manage expenses by resolving claims timely and accurately, selecting and overseeing appropriate resources, and delivering high‑quality service.
• Identify and address subrogation, salvage opportunities, or potential fraud occurrences; refer to appropriate Claim, Recovery, or SIU resources for further investigation.
• Achieve quality standards on every file by following company guidelines, meeting quality and cycle time targets, ensuring proper documentation, and issuing appropriate claim disbursements.
• Maintain compliance with state/local regulatory requirements by staying current on commercial insurance laws, regulations, and industry trends.
• Perform additional duties as assigned.

Manager or above.

• Basic knowledge of the commercial insurance industry, products, and claim practices.
• Good verbal and written communication skills with the ability to demonstrate empathy while providing exceptional customer service.
• Ability to develop collaborative business relationships with both internal and external work partners.
• Ability to exercise independent judgment, solve basic problems, and make sound business decisions.
• Analytical mindset with critical thinking skills.
• Strong work ethic, with demonstrated time management and organizational skills.
• Ability to manage multiple priorities in a fast‑paced, collaborative environment, maintaining high productivity.
• Knowledge of Microsoft Office Suite and ability to learn business‑related software.
• Adaptability to a changing environment.
• Ability to value diverse opinions and ideas.

• High school diploma required. Associate’s or bachelor’s degree preferred.
• Must have or be able to obtain and maintain an Insurance Adjuster License within 90 days of hire, where applicable.
• Prior claim handling, or business experience in the insurance industry and/or customer service is preferred.

In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $47,000 to $78,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location.

CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, please visit

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact