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Palo Alto, California

Claims Strategy Lead


The ultimate moment of truth in insurance is the claims experience – and it’s an experience we need to get right. The Claims Guru will shepherd our project to build a best-practice claims operation – one that provides an unparalleled claims experience to our customers and uses each claim as an opportunity to further refine our product (including coverage and pricing). We are currently working with a TPA but are looking to bring claims adjudication in-house (for the majority of the claims) over time. Our goal is to strike a thoughtful balance between loss management and an outstanding customer claims experience. We're growing fast and want to strike a thoughtful balance between leveraging the industry’s experience in assessing risk and thinking out of the box to do so in new ways. This is a highly visible position that will report to our Head of Operations and work closely with colleagues at all levels.

Responsibilities

Partner with our Head of Operations and Claims Manager to train a group of very talented customer service (we call them the A-team) members to perform best-practice claims adjudication

Spearhead the development of our claims handling policies and procedures, including reserve monitoring – across multiple Small Commercial product lines (including General Liability, Workers Comp, Commercial Auto, Commercial Property, and Professional Liability)

Liaise with our in-house Legal Counsel (and external legal resources as needed) to ensure we are compliant in our claims handling and on cases involving litigation

Lead the strategy definition process for how to take claims trends/learnings and funnel them back to our product teams to drive continuous optimization of coverage and pricing

Present cases to the Next Insurance leadership team as needed

Partner with the rest of the management team to pair traditional claims best practices with the latest and greatest in claims experience (instant decisioning, leveraging technology/IoT to investigate claims, paying claims within hours, etc.)

Desired Skills and Experience:

BA/BS degree

8+ years of experience in the insurance industry with a focus on Small Commercial Claims, including at least 3 years in a leadership/management capacity

Outstanding communication skills and an ability to clearly explain/teach complex insurance terms and techniques

A passion for reinventing the industry – a burning desire to work in a fast-paced startup environment that is challenging the traditional way of doing business

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