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.
We are excited to announce an opportunity to join our Major Case Unit as a Claims Consultant. This full‑time, exempt position offers the flexibility of working remotely while contributing to a high‑impact, growing team.
Position Overview:
The Major Case Consultant Specialized Claims is a highly experienced claims professional responsible for the full investigation, evaluation, negotiation, and resolution of the company’s most complex specialized claims, which represent its largest damage exposures. These claims may originate nationwide and often require field consultation, in-depth technical expertise, and collaboration with professionals across the organization. Specialized exposures include large property, workers compensation, PIP, casualty, employment practices, professional liability, sexual offense, extra contractual liability, advertising injury, reinsurance, toxic tort, and environmental claims. This role also contributes to shaping claims handling policies, supports strategic initiatives, and reviews settlements for other adjusters. this role will be heavy with continuous loss Bodily Injury claims such as Lead, Benzene, Diacetyl, Mold, Silica, Legionnaires, and PFAS. Need a good background in Coverage analysis for variety of claims.
In this role you will:
- Directly handle the company’s most complex and high-exposure specialized claims, including those involving litigation, regulatory scrutiny, and reputational risk.
- Approve reserves and settlements at the highest authority level; demonstrate mastery in reserving strategy and financial acumen.
- Interpret and execute policies set by senior leadership; contribute to strategic direction and policy development.
- Serve as a subject matter expert (SME) for consistent nationwide handling of large losses; may publish white papers or lead special projects to establish company-wide best practices.
- Collaborate with product management to improve line-of-business loss results and identify opportunities for product enhancement.
- Lead advanced investigations and risk assessments; identify root causes and develop innovative solutions for complex claims.
- Issue reservation of rights and draft coverage letters, including those involving manuscript endorsements and ISO/non-ISO forms.
- Oversee and resolve the most sensitive and high-stakes claims, including those involving toxic torts, environmental liability, professional liability, employment practices, and extra-contractual exposures.
- Manage litigation strategy, retain and direct counsel, and ensure alignment with company objectives and performance metrics.
- Represent the company at trials, mediations, arbitrations, and settlement conferences.
- Utilize advanced analytics to identify trends, optimize claim outcomes, and ensure compliance with regulatory and internal standards.
- Conduct regular file reviews to ensure accuracy, completeness, and adherence to quality standards.
- Lead initiatives to streamline claims workflows and improve operational efficiency for complex case handling.
- Ensure compliance with jurisdictional requirements, including form work, deadlines, and accounting principles; proactively protect PII and educate peers on data protection standards.
- Coordinate closely with underwriting, agents, contractors, vendors, legal, and other stakeholders to ensure thorough investigation and evaluation.
- Drive interdepartmental collaboration to resolve high-impact cases and foster a culture of continuous improvement.
- Provide technical guidance and mentorship to less experienced adjusters; support training development and evaluate program effectiveness.
- Communicate clearly and effectively in high severity claim situations; serve as the primary contact for escalated or high-profile claims.
- Develop and maintain formal networks with key decision-makers; align communication strategies with organizational goals.
- Participate in industry events and conferences to stay current on emerging trends, technologies, and best practices.
- Provide reporting to underwriting and reinsurance teams; contribute to quarterly meetings and strategic planning sessions.
- Secure and maintain appropriate state adjuster licenses and continuing education credits.
What you need to apply:
- Bachelor’s degree or equivalent required; JD preferred or requisite experience in handling complex, high-exposure claims.
- Extensive experience managing claims with the highest technical complexity and financial risk, including litigation, regulatory, and reputational exposures.
- Recognized authority in the field with expert-level understanding of applicable statutes, regulations, and case law.
- Demonstrated expertise in interpreting and applying policy coverage and legal liability, including manuscript and ISO/non-ISO forms.
- Proven ability to make informed decisions independently, analyzing risks, financial implications, and outcomes with sound judgment and strategic insight.
- Advanced knowledge of industry-specific or line-of-business technical concepts; may develop investigative techniques and protocols.
- Regularly serves as a mentor and technical resource to other staff; provides guidance on compliance, communication, and conflict resolution.
- Capable of managing small projects or initiatives within the team or department; contributes to strategic planning and process improvement.
- Skilled in interpreting and executing policies set by higher-level management; contributes to policy development and implementation.
- Highly proficient in negotiation for complex claims, shaping best practices and resolving high-stakes cases effectively.
- Strong written and verbal communication skills; able to handle sensitive issues and communicate with empathy across all stakeholder levels.
- Drafts relevant, factual, and objective work product; maintains clarity and professionalism in all communications.
- Demonstrates strong time management and organizational skills and models these competencies for less experienced staff.
- Proficient in Microsoft Office Suite and basic software applications; adept at navigating systems and utilizing internet-based tools.
- Recognized for developing empathetic customer service strategies and delivering exceptional service outcomes.
Core Capabilities:
- 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.
Physical Demands and Work Environment:
- Ability to use a personal computer and other standard office equipment.
- Ability to sit and/or stand for extended periods.
- Required to work on-site as needed.
- Ability to travel as necessary.
- Ability to work in a fast paced, changing or stressful environment.
- Ability to perform work in a noisy/loud work environment.
- May be required to have and maintain sufficient home-based internet connection.
CAREER DEVELOPMENT:
It’s not just a job, it’s a career, and we are here to support you every step of the way. 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.
BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
Benefits include:
- 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 IDE
- On-site medical/wellness center (Worcester only)
- Click here for the full list of Benefits
EEO statement:
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:[email protected] and include the link of the job posting in which you are interested.
Privacy Policy:
To view our privacy policy and online privacy statement, click here.
Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.
Compensation:
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.