Auto PIP - Assoc Consultant Casualty Claims

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 an Associate Consultant Casualty Claims.

This is a full-time, non-exempt role with a hybrid work schedule (two days in the office) in one of our Hanover offices:

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

The Assoc Consultant Casualty Claims is an entry-level role responsible for managing low complexity, no-fault and/or medical payment claims involving basic medical treatment and wage loss, if applicable. Duties include verifying coverage, evaluating medical bills and other no-fault or medical payment benefits for payment, and communicating with claimants, third parties and providers. Works under guidance to develop understanding of state-specific no-fault and medical payment regulations and claim handling practices.

Under close supervision, the consultant learns the fundamentals of claims handling, documentation, and customer service.

• Verify coverage using established procedures and guidelines.
• Manage routine claims to resolution with oversight.
• Collect and review necessary documentation and information from claimants and other sources.
• Conduct straightforward investigations for simple claims; elevate complex cases to experienced claim handlers.
• May assist in estimating damages and identifying red flag indicators such as potential fraud.
• Conduct recorded interviews as part of the claim’s investigation process.
• Accurately enter initial claim information into the claims management system.
• Verify completeness and accuracy of submitted documentation and claim details.
• Process a high volume of routine intake claims following standard procedures.
• Conduct regular reviews of claim files and document summaries to ensure accuracy and compliance.
• Apply tools and technology appropriately to improve efficiency and optimize data management.
• Ensure records are maintained in accordance with company policies and regulatory requirements, including proper ingestion and labeling of data.
• Communicate with claimants to gather initial information, confirm coverage, liability, and damages, and provide status updates.
• Draft and send standard correspondence and emails with support, ensuring clarity, professionalism, and proper documentation.
• Adhere to claimant’s preferred communication methods (e.g., email, text, phone).
• Provide empathetic and clear explanations of the claims process and expectations.
• Accurately represent policyholder and third-party claimant information in all communications and documentation.
• Work collaboratively with team members to gather information and complete basic claim tasks.
• Participate in team meetings and contribute to discussions regarding claim status and issues.
• Assist with shared tasks and support colleagues as needed, including coordination with internal and external stakeholders (e.g., APD, Subro, PIP claim handlers, appraisers, Special Investigations Unit).
• Attend company and industry training to build knowledge of claims handling procedures and policies.
• Complete onboarding and training modules, assessments, and checkpoints as directed.
• Apply learned skills under supervision and seek clarification when needed.
• Begin developing foundational skills in time and desk management (e.g., managing diary, email, phone).
• Understand and follow company protocols for protecting Personally Identifiable Information (PII).

• Associate degree required; bachelor’s degree preferred or combination of education and experience.
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