Claims Manager

Role Overview

A Claims Manager oversees the claims department, ensuring that claims are handled efficiently, fairly, and in compliance with regulatory and company standards. They supervise adjusters, set performance expectations, resolve escalated claims, and collaborate with underwriting, legal, and senior leadership. Claims Managers play a critical role in loss mitigation, customer satisfaction, and operational excellence. Their leadership directly influences claim outcomes, cycle times, and overall financial performance.

Core Responsibilities

• Supervise claims adjusters and support staff, providing coaching and performance feedback.
• Review complex or high‑severity claims and approve settlements within authority limits.
• Ensure compliance with regulatory requirements, internal guidelines, and best practices.
• Monitor claim cycle times, workloads, and departmental KPIs.
• Collaborate with underwriting, legal, SIU, and senior leadership on claim trends and strategy.
• Develop training programs and support professional development for claims staff.
• Handle escalated customer issues and ensure high‑quality service delivery.

Relevant Designations

• AIC
• CPCU
• SCLA
• AEI

Sectors Where This Role Appears

• Property & Casualty
• Life & Health

Role Family

Claims

Related Roles

• Claims Adjuster
• Risk Analyst
• Underwriter
• Customer Service Representative

Quick Facts

• Typical seniority: Mid‑level to senior; advancement into director or VP of claims roles.
• Common employers: Carriers, TPAs, MGAs, independent adjusting firms.
• Common synonyms: Claims Supervisor, Claims Team Lead, Claims Director (depending on scope).
• Education: Bachelor’s degree common; industry designations highly valued.
• Experience range: 5–20+ years depending on claim complexity and leadership scope.
• Remote-work likelihood: High; many claims leadership roles operate hybrid or fully remote.
• Key skills: Leadership, negotiation, regulatory knowledge, communication, decision‑making.