AUTO ADJUSTER JOB DESCRIPTION

Auto adjusting sounds straightforward. It rarely is. When coverage determinations are delayed, reserves are set without adequate investigation, or claimants go weeks without status updates, policyholders lose trust and carriers face regulatory exposure. The Auto Adjuster owns the full claims evaluation process - from first notice of loss through settlement - operating under state adjuster licensing requirements and authority guidelines that vary by jurisdiction. Most adjusters handle a mix of physical damage and minor injury claims across both virtual and field inspection channels.

As the Auto Adjuster, you evaluate auto liability and physical damage claims end to end, making coverage decisions, negotiating settlements, and ensuring every outcome meets applicable state insurance regulations. You manage an assigned caseload independently while coordinating with repair facilities, claimants, defense counsel, and internal teams to move claims from intake to resolution.

Career Impact: Earning and maintaining a state adjuster license - required across multiple jurisdictions - establishes verifiable credentialed expertise that carries real market weight in P&C insurance careers.

Business Impact: Every claim you resolve directly determines how much a policyholder trusts their carrier at the moment it matters most, with settlement accuracy affecting both reserve adequacy and litigation exposure.

Growth Opportunity: Adjusters who build litigation-level investigation skills - including discovery strategy and arbitration attendance -become eligible for senior PIP, catastrophe, or complex-loss roles that command significantly broader authority.

• Evaluate auto liability and physical damage claims by investigating loss details, confirming coverage, and determining legal liability within assigned authority limits.
• Negotiate settlements with repair facilities, claimants, and third parties to reach fair, documented resolutions aligned with state regulations.
• Write and review damage estimates and supplements based on photos, video evidence, or physical vehicle inspection.
• Adjust reserves accurately over the exposure cycle as new information from investigation or litigation changes the claim outlook.
• Document investigation findings, coverage decisions, negotiation steps, and settlement rationale in the claims system throughout each file.
• Coordinate with defense counsel on discovery, trial preparation, and settlement conference strategy for litigated or contested claims.
• Manage an assigned claims workload to meet status-update commitments and keep policyholders and claimants informed at each stage.
• Support catastrophe operations and workload surges as directed, maintaining service levels under elevated volume conditions.

• Bachelor's degree in business, finance, or a related field, or equivalent work experience.
• 2 or more years of auto claims investigation, estimating, or body shop experience, with demonstrated ability to handle physical damage and minor injury files.
• Active state insurance adjuster license, or ability to obtain licensure within a designated timeframe across applicable states.
• Working knowledge of P&C insurance policy contracts, coverages, auto claims contracts, and applicable case law and state regulations.
• Demonstrated ability to evaluate liability, negotiate settlements, and make coverage decisions with sound judgment under minimal supervision.
• Strong written and verbal communication skills, with the ability to deliver clear status updates and documented rationale to policyholders, claimants, and internal stakeholders.
• Organized and detail-oriented, with the ability to manage a multi-file caseload accurately in a dynamic, high-volume environment.

• Current Casualty Adjuster License in one or more states, with continuing education credits maintained in good standing.
• Prior experience handling PIP, soft tissue, or litigated injury claims requiring coordination with defense counsel or attendance at arbitration.
• Familiarity with auto estimating methodology and virtual inspection workflows across both field and digital channels.
• Bilingual communication ability, particularly useful when working with diverse claimant populations across multi-state territories.

• Estimate accuracy rate, measuring how often initial damage estimates require material supplement revision.
• Reserve adequacy ratio, reflecting how consistently reserves are set and adjusted to match final settlement outcomes.
• Claims cycle time, tracking average days from first notice of loss to file closure against team benchmarks.
• Status update compliance rate, measuring adherence to required policyholder and claimant communication intervals.
• Settlement authority utilization, indicating how often files resolve within assigned limits without escalation.
• Typical tools: auto estimating platforms (commonly CCC One, Audatex, or Mitchell); claims management systems (commonly paperless claims platforms); productivity suite (commonly Microsoft Office).

• Base Salary Range: $52,000 to $75,000 annually, depending on licensure and experience level.
• Bonus: Performance-based bonus tied to cycle time and accuracy metrics.
• Equity: Typically not offered at this level in insurance carriers.
• Health Benefits: Medical, dental, and vision; standard US employer coverage.
• PTO: 15 to 20 days annually, plus standard federal holidays.
• Common Perks: Licensing exam study support, continuing education reimbursement, remote or hybrid work options.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion, including driving record review where applicable, is a condition of employment for this role. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available to qualified individuals with disabilities throughout the application and employment process. Candidates must be authorized to work in the United States.

The Virtual Auto Adjuster owns the end-to-end customer claims experience, writing and reviewing damage estimates through photo, video, and physical inspection while working across multiple virtual workstreams including Quick Foto Claims, Waivers, and Total Loss. Serving policyholders and claimants as part of a remote team, the Virtual Auto Adjuster uses data and analytics to support team goals and delivers empathetic, fair, and timely claims resolution.

Key Responsibilities

• Communicate empathetically with customers and help them through their claim process in a fast, fair and easy manner.
• Write or review accurate estimates and supplements based on photos, video, or physical inspection.
• Review, reconcile, and negotiate with repair facilities, customers, and claimants.
• Perform parts searches.
• Conduct a combination of field physical and virtual inspections.
• Work in multiple workstreams including Quick Foto Claims, Waivers, Virtual Assist, Tech Reviews, and Total Loss.
• Use data and analytics to problem solve and contribute to team goals by sharing ideas and opinions.
• Work independently as part of a virtual team.
• Engage and participate on camera during online meetings and trainings.

Required Qualifications

• High School Diploma or GED required; Bachelor's Degree preferred.
• Minimum 18 months of auto estimating, body shop, or insurance experience.
• Previous customer service experience with a commitment to delivering effortless service.
• Prior experience using an auto estimating program such as CCC One, Audatex, or Mitchell preferred.
• Organized and able to multi-task in a fast-paced environment.
• Clear and professional communication skills, both written and verbal.
• Bilingual ability and/or prior military experience is a plus.

Reporting to claims leadership, the Auto Adjuster delivers end-to-end claims handling for auto policyholders and third-party customers, confirming coverage, determining liability, and settling claims in compliance with state and regulatory requirements. Partnering with repair facilities, claimants, and internal team members, the Auto Adjuster enables accurate, empathetic resolution while applying P&C insurance knowledge and conflict management skills across low to moderately complex auto and minor injury claims.

Core Functions

• Provide claims service via internal channels to policyholders and third-party customers on behalf of clients.
• Adjust low to moderately complex auto claims including some minor injury claims.
• Identify, confirm, and make coverage decisions on soft tissue to moderately complex claims.
• Investigate loss details, determine legal liability, evaluate, negotiate, and resolve claims within authority guidelines.
• Document thought process, investigation, evaluation, negotiation, and settlement decisions clearly.
• Prioritize and manage assigned claims workload to keep parties informed and provide timely status updates.
• Collaborate with and support team members to resolve issues and escalate appropriate matters.
• Apply basic knowledge of P&C insurance products, services, policy contracts, coverages, and claims procedures.
• Maintain discretion in business relationships, exercise sound business judgment, and support catastrophe operations as needed.

Qualifications & Experience

• High School Diploma or GED required; Bachelor's degree preferred.
• Insurance Adjuster's license required; Current Casualty Adjuster License preferred.
• 1–2+ years of customer service or claims investigation, adjusting, and resolution experience.
• Working knowledge and understanding of the auto claims contract, case law, state laws, and regulations.
• Accurate and detail-oriented with ability to learn new technologies.
• Working knowledge of Microsoft Office applications including Outlook, Excel, and Word.
• Strong customer service, communication, and organizational skills; thrives in a fast-paced, changing environment.

A key member of the litigation claims unit, the PIP Litigation Auto Adjuster manages transferred losses and first-notice lawsuits through high-level investigation, reserve adjustment, and settlement strategy developed in coordination with defense counsel. Collaborating across inside and field adjuster teams, this position handles complex PIP claims in multiple venues, including trials, arbitrations, and settlement conferences, to achieve timely and well-documented claim resolution.

Primary Duties

• Obtain and maintain appropriate state adjuster license(s) and continuing education credits as required.
• Handle claims in multiple venues at a high skill level.
• Manage claims transferred as existing losses or first-notice lawsuits requiring high-level investigation, analysis, evaluation, and negotiation.
• Maintain keen foresight into claims depth to accurately adjust reserves based on new information over the exposure cycle.
• Develop timely discovery, trial, and settlement resolution strategies in conjunction with defense counsel.
• Attend trials, facilitations, settlement conferences, and arbitrations.
• Act as a technical resource for inside and field adjusters.

Skills & Qualifications

• Bachelor's Degree or equivalent experience required.
• 5–8 years of relevant experience.
• Appropriate understanding of applicable statutes, regulations, and case law.
• Proficient in MS Office including Excel and Word; experienced using a paperless claims system.
• Strong customer service skills with the ability to make informed, confident, and timely decisions.
• Strong written and verbal communication skills.
• Critical thinking and problem-solving ability with capacity to operate with latitude for unreviewed action.