Hastings Mutual is currently looking for an Auto Physical Damage (APD) Express Claim Representative! As a member of our Automotive Claim Team, this is a great opportunity to provide effective claim processing and adjusting support for our policyholders.

The APD Express Claim Representative investigates, evaluates, negotiates, and resolves low and sometimes moderately complex first and third-party Personal, Commercial, and Farm auto physical damage claims in accordance with the Company’s contractual and legal obligations while providing an outstanding customer experience.

• This is a full-time, non-exempt (hourly) position, typically working Monday - Friday from 8:00 am to 4:30 pm.
• Employees must be able to work at our Hastings, Michigan corporate headquarters, either on a daily basis or in a "hybrid" arrangement of both on-site and remote-based work.

• Manages a pending inventory of auto physical damage claims and ensures they are properly adjudicated to resolution.
• Complies with all state and federal regulations, Core Values, and established processes and guidelines.

• Facilitates the claim process and resolves claims in a timely manner by initiating and maintaining positive and productive communications with agents, claimants, and policyholders.
  • Prepares necessary correspondence to resolve claims with policyholders, claimants, or their legal representatives and issues indemnity and expense payments with accuracy.
• Appropriately reviews and applies coverage/compensability for all claims.
  • Minimal independent, outside coverage analysis only as approved by the Manager or Director.
• Investigates, evaluates and settles claims within the scope of the Company’s contractual and legal obligations to ensure that settlements are fair and equitable to the insured, claimant, and the Company.
  • Determines low and sometimes moderately complex coverage and liability based on facts of the loss secured by taking recorded statements, obtaining police reports, repairs estimates, and other related documents.
    Utilizes triage tools and works with body shops and appraisers to determine repairability. Reviews vehicle damages, obtains photos, and reviews/coordinates damage estimates.
• Ensures salvage and subrogation opportunities are identified and pursued in order to minimize claim losses.
• Utilizes all appropriate loss and expense savings programs and directs the activities of outside vendors to ensure only necessary and cost-effective work is accomplished.
  • Controls rental and storage expenses by effectively and efficiently managing the claim process from end to end.
• Accurately and thoroughly document all claim files in the Claim system of record to substantiate the disposition of the claim.
• Establishes and maintains appropriate case reserves sufficient to fund the payment of the claim until it is resolved.
• Identifies indicators of potential fraud and refers to the Special Investigations Unit.
• Interacts with insureds, agents, claimants, attorneys, and other service providers and experts, as necessary.
• Coordinates relevant claim information across departments such as Loss Control, Underwriting, and Marketing.
• Secures and/or maintains appropriate state adjuster license(s) and continuing education credits, as necessary.
• Actively participates in professional development, i.e. continuing education or self-improvement.
• Other duties as assigned by leadership, either verbally or in writing.

• A high school diploma or GED certificate is required.
• Demonstrated customer service skills; experience working in a customer-service or public-facing role is required.
• Demonstrated keyboarding skills and computer software proficiency.
• Demonstrated satisfactory verbal and written communication ability.
• Excellent time management and organizational skills with the ability to prioritize and complete work and/or projects effectively are required.

We value the strength of a diverse and inclusive workforce. Hastings Mutual is committed to providing equal opportunity for all employees and candidates in a work environment that does not tolerate any form of discrimination or harassment. Decisions related to employment are based on business needs, position requirements, and individual characteristics without regard to appearance, nationality, origin, race, color, religion, gender, sexual orientation, age, body, disability, veteran, family, marital status, or any legally protected class.

Hastings Mutual seeks to provide reasonable accommodation to disabled individuals in the hiring process in compliance with federal, state, and local law. Candidates requiring accommodation to complete their job application or participate in the interviewing process are asked to notify the Talent Acquisition Specialist or contact us at 800-442-8277.

From our humble roots in 1885 providing coverage for windstorm damage, Hastings Mutual has evolved into a leading regional property and casualty insurance carrier, offering innovative products for businesses, farm owners, and individuals. We work with customers in six Midwestern states (Illinois, Indiana, Iowa, Michigan, Ohio, and Wisconsin). Hastings Mutual is known for its financial strength, high ethical standards, and culture of service and responsiveness.

The core of our ongoing success is our employees. Whether at the corporate offices in Hastings, Michigan, or our remote team members throughout the Midwest, Hastings Mutual is made up of talented professionals across multiple divisions and functional areas. Our commitment to our employees and work culture has been confirmed with our inclusion in the “Best and Brightest Companies to Work for in West Michigan” each year since 2011.

Hastings Mutual offers a friendly, family-like environment that values transparency and approachability. We recognize the hard work of our employees with many benefits, including fully paid certification training, a cafeteria, and fitness center at our corporate offices, ongoing professional development opportunities, and financial stability backed by our “A” rating from A.M. Best. We also have a long-term commitment to the communities in which we live and work, either through partnerships with local charitable organizations or through our own Hastings Mutual Charitable Foundation.

At Hastings Mutual, we’re always looking for professionals of all experience and education levels to help us continue our more than 130-year history of successful, stable growth.