Director 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 Department is currently seeking a Director Casualty Claims - Auto & General Liability to join our growing team.

About the role

This is an exempt, full time, fully remote or hybrid out of our Itasca, IL, Worcester, MA, Syracuse, NY, Howell, MI or Richmond, VA office. Lead Our Casualty Claims Organization At The Hanover, claims leadership is more than overseeing files — it is about setting strategy, building high-performing teams, and protecting what matters most to our customers and our business. We are seeking a Director of Casualty Claims to provide enterprise leadership for claims leaders and their teams within our General Liability organization. This role owns the strategic direction, technical standards, talent development, and operational performance necessary to achieve best-in-class results across a complex casualty claims portfolio.

Responsibilities

• Develop and execute key strategic initiatives and operational processes to drive improved claim outcomes and cost-effective operations
• Direct reserving practices across the portfolio to ensure consistent, accurate and appropriate indemnity and expense reserves
• Ensure high-quality claim handling standards through adherence to best practices, coverage analysis, and litigation management protocols
• Provide analysis through key metrics and data analytics to measure initiatives, identify trends, and drive continuous improvement
• Serve as an escalation point and technical resource on complex, high-severity and litigated General Liability (CGL) claims, including premises liability, operations, and product liability matters
• Guide litigation strategy in partnership with defense counsel across discovery, mediation, arbitration, and trial for the most complex claims in the portfolio
• Monitor volume and business plans, utilizing technology and talent management to increase efficiency and scalability
• Lead talent and performance management: set goals, deliver coaching and feedback, conduct performance reviews, make staffing and salary recommendations, and build succession plans
• Act as a backfill for the VP as needed and interact effectively with Senior Leadership Team (SLT)
• Identify key issues and communicate them to the appropriate audience in a timely, effective manner
• Solicit and act on internal customer feedback on escalated claims, and champion process, protocol, and technology improvements
• Build and maintain relationships across a wide spectrum of stakeholders, including senior leaders, business partners, agents and frontline adjusters
• Ensure compliance with internal protocols, regulatory requirements, and applicable laws across all jurisdictions handled

Requirements

• Significant General Liability (CGL) claims experience is required — a strong, demonstrated background handling complex, high-severity and litigated General Liability claims, including premises liability, operations and product liability, is essential to this role
• Bachelor's degree preferred with related claims experience; industry designations (CPCU, AIC, SCLA) or JD are a plus
• 8–10+ years of progressive casualty claims experience with an insurance carrier
• 5+ years of proven experience leading and managing others
• Advanced claims technical knowledge and strong business acumen, with the ability to interpret coverage, indemnity and hold harmless agreements, and complex liability scenarios
• Proven track record leading litigation strategy, directing defense counsel, and negotiating high-value settlements
• Strong financial acumen, including reserving practices, expense management, and indemnity control
• Skilled in data analytics with the ability to switch fluidly between tactical execution and strategic planning
• Demonstrated Dynamic Leadership: viewed as a change agent, applies innovative thinking to improve outcomes, and shows examples of followership among peers
• Effective, influential communicator across a wide-ranging audience, from senior leadership to frontline adjusters
• Genuinely collaborative style, with the ability to influence peers and cross-functional partners despite no direct authority over them

Qualifications

• Significant General Liability (CGL) claims experience is required — a strong, demonstrated background handling complex, high-severity and litigated General Liability claims, including premises liability, operations and product liability, is essential to this role
• Bachelor's degree preferred with related claims experience; industry designations (CPCU, AIC, SCLA) or JD are a plus
• 8–10+ years of progressive casualty claims experience with an insurance carrier
• 5+ years of proven experience leading and managing others
• Advanced claims technical knowledge and strong business acumen, with the ability to interpret coverage, indemnity and hold harmless agreements, and complex liability scenarios
• Proven track record leading litigation strategy, directing defense counsel, and negotiating high-value settlements
• Strong financial acumen, including reserving practices, expense management, and indemnity control
• Skilled in data analytics with the ability to switch fluidly between tactical execution and strategic planning
• Demonstrated Dynamic Leadership: viewed as a change agent, applies innovative thinking to improve outcomes, and shows examples of followership among peers
• Effective, influential communicator across a wide-ranging audience, from senior leadership to frontline adjusters
• Genuinely collaborative style, with the ability to influence peers and cross-functional partners despite no direct authority over them

Skills

• Significant General Liability (CGL) claims experience is required — a strong, demonstrated background handling complex, high-severity and litigated General Liability claims, including premises liability, operations and product liability, is essential to this role
• Bachelor's degree preferred with related claims experience; industry designations (CPCU, AIC, SCLA) or JD are a plus
• 8–10+ years of progressive casualty claims experience with an insurance carrier
• 5+ years of proven experience leading and managing others
• Advanced claims technical knowledge and strong business acumen, with the ability to interpret coverage, indemnity and hold harmless agreements, and complex liability scenarios
• Proven track record leading litigation strategy, directing defense counsel, and negotiating high-value settlements
• Strong financial acumen, including reserving practices, expense management, and indemnity control
• Skilled in data analytics with the ability to switch fluidly between tactical execution and strategic planning
• Demonstrated Dynamic Leadership: viewed as a change agent, applies innovative thinking to improve outcomes, and shows examples of followership among peers
• Effective, influential communicator across a wide-ranging audience, from senior leadership to frontline adjusters
• Genuinely collaborative style, with the ability to influence peers and cross-functional partners despite no direct authority over them

Benefits

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• Paid time off
• Company paid holidays
• Flexible work arrangements
• Company paid holidays
• Cultural Awareness Day in support of IDEOn-site medical/wellness center (Worcester only)

Pay

The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.

Schedule

This is an exempt, full time, fully remote or hybrid out of our Itasca, IL, Worcester, MA, Syracuse, NY, Howell, MI or Richmond, VA office.