Product SME – Auto Claims

What You’ll Do

• Conduct an end-to-end review of the auto claims lifecycle
• Examine the full claim journey; FNOL intake, investigation, coverage evaluation, liability assessment, damages review, reserving, negotiation, settlement, and closure, identifying friction points and opportunities for automation
• Develop deep expertise in how claims decisions are made and supported by data
• Understand what information adjusters rely on (statements, telematics, police reports, photos, repair estimates, medical documentation, policy data), how it is structured in the system, and where gaps or inefficiencies exist
• Identify breakdowns in claim workflow and documentation
• Surface inconsistencies in data capture, reserve alignment, task routing, handoffs, approval processes, customer communications, or downstream reporting that affect claim outcomes
• Own the integrity of core claims data across systems
• Ensure key indicators (coverage status, liability stance, damages exposure, reserve position, settlement status) are accurately captured and consistently reflected across product, operational, and financial views
• Define standards for claims quality and defensibility
• Establish expectations for documentation rigor, decision rationale, reserve accuracy, communication clarity, and alignment between investigation findings and financial outcomes
• Partner cross-functionally to resolve systemic issues
• Collaborate with Product, Engineering, Claims Operations, Analytics, and Leadership to address root causes impacting claim efficiency, accuracy, and customer experience
• Improve both inputs and outputs across the claims process
• Enhance how evidence and claim information are collected, structured, and surfaced to improve how insights are delivered through dashboards, reporting, automation workflows, and AI models
• Translate insights into measurable product improvements
• Prioritize enhancements that reduce cycle time, improve loss ratio performance, minimize leakage, strengthen reserving accuracy, improve customer satisfaction, and increase operational efficiency
• Influence roadmap decisions with financial and operational context
• Clearly articulate business impact across indemnity spend, expense management, subrogation recovery, litigation exposure, adjuster productivity, and customer retention
• Serve as the internal subject-matter expert on the auto claims lifecycle
• Guide best practices for claim handling, documentation standards, investigation quality, and automation opportunities
• Align teams around consistent process standards
• Partner across Claims, Product, Engineering, Finance, and Customer Success to ensure shared understanding and disciplined execution
• Communicate clearly across audiences

Qualifications

• Prior experience working at a major carrier as a claims adjuster
• Deep understanding of the end-to-end auto claims process within P&C
• Experience working closely with product, engineering, data, and operational teams
• Proven ability to assess complex workflows and identify high-impact improvements
• Comfort owning ambiguous, high-leverage initiatives with measurable financial impact
• Strong written and verbal communication skills