PIP- Sr Consultant Casualty Claims

About the role

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 a Senior Consultant Casualty Claims. This is a full-time, exempt role with a hybrid work schedule (two days in the office) in one of our Hanover offices: Howell, MISouthfield, MIGrand Rapids, MI.

Responsibilities

• Independently manage moderate to complex, high-value casualty claims, ensuring thorough analysis and resolution.
• Lead thorough investigations, assess coverage, and issue appropriate documentation including reservation of rights and coverage letters.
• Escalate issues as needed.
• Identify opportunities to transfer risk and pursue subrogation.
• Proactively resolve disputes, deescalate sensitive situations, and ensure optimal claim outcomes through strategic negotiation and litigation management.
• Ensure all claims activities comply with regulatory and company standards.
• Maintain accurate, detailed records and prepare comprehensive reports.
• Execute jurisdictional compliance requirements and support others in understanding regulatory obligations.
• Serve as a mentor to junior claim handlers, providing guidance on complex claims, compliance, and litigation processes.
• Support training initiatives and contribute to the development of best practices and educational materials.
• Deliver empathetic, clear communication throughout the claims process. Educate claimants and stakeholders, affirm next steps, and ensure a positive customer experience.

Requirements

• Bachelor’s degree preferred, or a combination of education and equivalent experience.
• Typically requires 5–10 years of claims handling experience.
• Skilled in negotiating complex claims and developing strategies to influence outcomes.
• Demonstrates sound judgment and decision-making on high-exposure cases, including litigation and compliance matters.
• Selects appropriate communication channels and consistently demonstrates empathy toward all stakeholders.
• Maintains comprehensive and organized claim records and prepares detailed reports summarizing findings and recommendations.
• Highly organized with the ability to manage complex workflows and participate in project work.
• Makes informed decisions based on thorough analysis of complex issues. Evaluates risks and outcomes, acts independently within authority, and identifies patterns in claims to support resolution strategies.
• Highly skilled in investigating complex cases and collaborating with internal and external experts.
• Coordinates closely with legal, underwriting, and other stakeholders to ensure thorough evaluation.
• Possesses in-depth understanding of the regulatory environment and jurisdictional requirements.
• Handles complex compliance issues and mentors others on regulatory standards.
• Provides exceptional, empathetic customer service. Effectively manages escalated claims and sensitive customer concerns with professionalism and clarity.

Qualifications

• Must possess or obtain and maintain appropriate state adjuster licenses and continuing education credits.

Skills

• Analytical Reasoning: The ability to identify problems, understand your impact, gather input and data, and develop an effective solution.
• Customer Centricity: Makes customers/clients and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains customer trust and respect; meets or exceeds customer expectations.
• Digital Fluency: Effectively uses digital tools and technology appropriately to find, evaluate, create, and communicate information understands how to navigate digital platforms, use software applications, and leverage technology for productivity and communication purposes.
• Persuasion and Influence: Uses appropriate interpersonal skills and techniques to gain acceptance for ideas or solutions; uses influencing strategies to gain genuine agreements; seeks to persuade rather than force solutions or impose decisions or regulations.
• Professional Insurance Acumen: Demonstrates a deepening understanding of the insurance industry and the ability to apply specialized technical skills to address complex challenges, adapt to industry trends, and drive value for the organization.
• Planning and Execution: Plans, prioritizes and manages resources and time effectively to achieve specific goals or deadlines.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401K with a company match.
• Tuition reimbursement.
• PTO.
• Company paid holidays.
• Flexible work arrangements.
• 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 a full-time, exempt role with a hybrid work schedule (two days in the office).

Career Development

We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.