Damage Evaluator

Horace Mann is seeking an experienced Auto Damage Evaluator to join our Claims team. Reporting to the Auto Material Damage Manager, this role combines technical expertise, negotiation skills, and exceptional customer service to help policyholders navigate the repair process with confidence. You will evaluate vehicle damage, review repair estimates, negotiate fair claim settlements, and serve as a trusted resource to customers, repair facilities, and internal partners while ensuring compliance with company standards and state regulations.

The ideal candidate combines strong technical estimating expertise, advanced negotiation skills, and a customer-first mindset to help customers navigate the repair process with confidence. This role serves as a subject matter expert in vehicle damage evaluation and contributes to operational excellence through technical guidance, mentoring, and continuous improvement efforts.

Key Responsibilities

Claims Evaluation & Resolution

• Provide an extraordinary customer experience by adhering to strict response guidelines, claims handling standards, and state compliance requirements.
• Confirm coverage and liability for assigned losses.
• Review estimates from appraisers and repair facilities and prepare estimates using photos and industry-standard estimating software.
• Utilize estimating software and photos to evaluate and, when appropriate, adjust the fair value of repairs.
• Determine the appropriate scope of vehicle damages related to a loss.
• Review supplemental damage claims to ensure repairs are related and settled at fair value.
• Complete Actual Cash Value (ACV) evaluations and referrals for vehicles determined to be total losses.
• Issue payments, send claim correspondence, and settle claims in a timely and accurate manner.

Customer Experience & Communication

• Establish and maintain proactive communication with customers, repair facilities, agents, and other involved parties throughout the claims process.
• Deliver Distinctive Service by keeping customers informed and creating a frictionless claims experience.
• Effectively manage customer rental expenses by monitoring repair timelines and ensuring timely claim resolution.
• Demonstrate professionalism and empathy while assisting customers in high-stress situations.

Technical Expertise & Negotiation

• Handle complex losses involving first-party and third-party claimants, including high-dollar-value claims.
• Build strong relationships with repair facilities and conduct advanced discussions and negotiations.
• Negotiate with repair facilities to ensure fair and reasonable claim outcomes.
• Reconcile repair facility estimates and verify related damages.
• Gain agreed-upon scopes of damage with customer-selected repair facilities.
• Develop and maintain advanced knowledge of vehicle systems, repair methods, and industry estimating practices.
• Serve as a subject matter expert for vehicle repair procedures, damage evaluation, and estimating best practices.

Leadership & Collaboration

• Deliver technical training and mentoring to claims professionals and team members.
• Support process improvement initiatives and contribute expertise on claim handling best practices.
• Maintain ownership of assigned inventory while ensuring efficiency, quality, and compliance standards are met.
• Collaborate effectively with internal business partners and vendors to drive optimal claim outcomes.

Qualifications & Experience

Required

• High School Diploma or GED required.
• 5+ years of related claims handling, collision repair, auto estimating, or technical automotive experience.
• Strong working knowledge of CCC estimating software.
• Proven experience handling complex and high-value auto damage claims.
• Strong understanding of auto repair methods, vehicle systems, and estimating practices.
• Ability to obtain and maintain required state adjuster licenses within six months of hire.
• Demonstrated ability to maintain compliance with applicable regulations and company standards.
• Strong customer service, communication, negotiation, and analytical skills.

Preferred

• I-CAR certification and/or body shop training.
• Guidewire claims system experience.
• Experience serving as a technical resource, trainer, or mentor.
• Experience with total loss evaluations and ACV determinations.

Skills & Competencies

• Exceptional customer service and relationship-building abilities
• Advanced negotiation and conflict resolution skills
• Strong analytical and problem-solving capabilities
• Excellent verbal and written communication skills
• Ability to work independently and manage multiple priorities
• Strong attention to detail and quality
• Commitment to compliance, continuous learning, and operational excellence

Additional Information

• Remote position.
• Periodic travel may be required.
• Must obtain and maintain all required state adjuster licenses.
• Ability to operate effectively in a fast-paced environment while maintaining high service and quality standards.

Salary Range:

• $66,500.00 - $92,000.00/annually + bonus

Salary is commensurate to experience, location, etc.

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