Complex Auto Claims Analyst

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Complex Auto Claims Analyst to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Our Claims teams are the proven problem solvers of choice for clients, delivering consistent technical excellence and showcasing our service differentiation to create an unparalleled global claims handling experience. Through a robust stakeholder feedback loop and supported by consistent processes and leadership, we take pride in delivering responsive, fair and professional service with empathy and efficiency. 

The role of the Complex Auto Claims Analyst aims to collaborate with business segments by providing support, technical expertise, and a partnership-based relationship.

The diversity of the business portfolio requires the claims analysis team to possess specialized knowledge across various business areas. This team works collaboratively with business units to support a wide range of products and offerings and manages payments to vendors and policyholders, while the team leader plays a pivotal role in guiding the group toward achieving its objectives.

• Managing special accounts, handling 60 new claims per month, coordinating internal and external teams, and improving NPS.
• Manage tourist policy cases and complex claims with discipline, ensuring timely follow-up and meeting departmental metrics (102% closing ratio), while handling 60 new claims per month and maintaining an outstanding caseload of 210 claims.
• Utilizes acceptable investigation claims handling and settlement techniques that achieve cost effective and timely closure results by obtaining, reviewing and analyzing documentation, policy provisions and other records.  May require additional contact with other parties (i.e. employer, claimants, third parties such as medical providers, auto repair centers, etc.) as deemed necessary. 
• Utilizes diary system to proactively resolve outstanding issues and to ensure timely processing and closure of claim.
• Provides timely service throughout the life of the claim by meeting all service level agreements, initiating timely contact with all appropriate parties, and responding to incoming inquiries according to company policy and procedures. 
• Maintains accurate system data and documentation by collecting, recording, analyzing, and summarizing information. 
• Determines and timely sets appropriate reserves within authority level.
• Identify subrogation opportunities and fraud potential and make appropriate referrals.
• Managing key claims handling enquiry; coverage determination, quantum analysis and legal liability assessment, where appropriate within authority limits and providing a high standard of customer service.
• Work with Team Manager/Senior Adjuster to ensure effective vendor and litigation management on Complex claims within a personal allocation.
• Strive for continuous improvement on claim file handling with feedback and support through the Quality Assurance Review processes.
• Contribute to maintenance of best practice procedures for Auto Complex claims, consistent with global best practice.
• Demonstrate a basic standard of technical claims competence for handling moderate to lower complexity complex claims.
• Handle complex claims allocated within agreed level of authority limit.

Leadership Skills

• People and team management experience, including the proven ability to effectively manage team members
• Ability to positively influence, in a multi-cultural environment, stakeholders at every level both internally & externally
• Highly effective communicator (written, verbal, presentation, training)
• Ability to deliver strategic directives internally while also marketing AIG claims expertise externally
• Identify and address performance issues within the team and body shops

Technical Skills and Expertise

• Fully developed specialist knowledge in (LoB) technical claims topics
• Policy language skills enabling accurate and consistent policy wording interpretation
• A strong knowledge of technical auto appraisal
• Experience in negotiation, mediation, arbitration and ADR skills

• Experience adjusting lower-level complexity claims
• Ability to prioritize and multi-task effectively in a fast-paced environment
• Ability to communicate information clearly and concisely both verbally and in writing
• Acquiring adjuster licenses or related may be required, depending upon country or jurisdictional requirements
• Requires proficiency in Desk Management, phone ‘etiquette’, time management and dealing with difficult customers
• A basic knowledge of legal / regulatory and litigation / procedural requirements for their line of business
• Experience in effectively following up on recommendations from technical claims audits and continuous claim handling improvement
• Bilingual (fluent in written and conversational English)
• Computer proficiency

#LI-AIG

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.  If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.  

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