Director of Claims, Property - Wellesley, MA
2 days ago
Job description
Director of Claims, Property & Casualty
Location: Wellesley, MA
Deland, Gibson Insurance Agency is seeking a visionary Director of Claims to build, lead, and elevate our enterprise-wide claims strategy across personal and commercial lines. The Director of Claims is a senior leadership role responsible for claims advocacy, loss outcome improvement, and insurance-focused risk transfer strategy across the agency's personal and commercial client base.
This role owns the agency's claims philosophy and reserving advocacy standards, while integrating claims intelligence, risk management, and contractual risk review into proactive client strategy and renewal outcomes. Acting as the agency's senior claims and risk authority, the Director strengthens client protection, carrier confidence, and long-term account profitability.
This position does not function as a claims adjuster or legal counsel. Its value is delivered through strategy, advocacy, documentation, and influence.
If you thrive in complexity, influence outcomes through strategy (not volume), and want to build something lasting inside a high-performing agency, this role offers rare scope, authority, and impact.
This role focuses on:
- High-severity and complex claims
- Repeat loss patterns and deteriorating loss ratios
- Accounts where claims materially impact renewal, pricing, or retention
- Contractual risk provisions that affect insurance response
- Function as a claims adjuster
- Replace carrier adjusters, legal counsel, or contract drafters
- Manage routine claims except by strategic exception
Claims Leadership & Advocacy
- Own the agency's claims advocacy standards and documentation requirements
- Serve as final internal escalation point for complex, disputed, or high-severity claims
- Lead structured claims strategy discussions for large-loss and long-duration claims
- Ensure claims reporting quality supports timely response, defensible coverage positions, and effective reserving
- Partner with service teams and producers to ensure claims strategy aligns with retention and renewal objectives
- Serve as primary liaison with carrier claims leadership
- Initiate and lead formal reserve reviews supported by documented evidence
- Support accurate and defensible reserving through timely, high-quality information flow
- Represent the agency in carrier stewardship meetings related to claims performance and loss trends
- Reinforce the agency's reputation as a disciplined, transparent, and outcome-focused partner
- Own the agency's claims-driven risk management strategy
- Analyze claims data to identify severity drivers, frequency trends, and systemic issues
- Deliver post-loss reviews and pre-renewal risk recommendations on managed accounts
- Coordinate carrier and third-party loss control resources
- Ensure risk insights directly inform renewal strategy and client decision-making
- Review client contracts solely for insurance, indemnification, and risk transfer implications
- Identify contractual provisions that may create:
- Coverage disputes
- Defense and tender challenges
- Uninsured or underinsured exposure
- Provide risk-based insurance alignment recommendations, not legal advice
- Support claims strategy and tender positioning where contract language affects insurance response or recovery
- Collaborate with client legal counsel and carriers to flag insurance-related issues impacting claims outcomes
- Boundary: This role does not provide legal opinions, draft contracts, or negotiate non-insurance commercial terms
- Equip producers and account teams with claims and risk insights that support GRIP-driven sales and stewardship
- Participate selectively in high-impact prospect and renewal meetings where claims performance is strategic
- Translate claims data into business risk narratives clients can act on
- Educate internal teams on claims trends, coverage implications, and risk transfer best practices
- Lead, mentor, and evaluate claims staff
- Establish service standards, workflows, and accountability metrics
- Ensure consistent training in claims advocacy, coverage interpretation, and documentation
- Foster a culture of professionalism, discipline, and continuous improvement
- Own claims and risk reporting dashboards and performance metrics
- Monitor severity, frequency, reserve variance, litigation rates, and escalation trends
- Use insights to improve underwriting outcomes and renewal positioning
- Support agency E&O risk mitigation through documentation standards and audit readiness
- Champion process and technology improvements tied to claims quality and efficiency
- Final internal authority on claims escalation strategy
- Authority to initiate reserve reviews and claims strategy meetings
- Authority to define agency claims service standards and workflows
- Input authority on carrier stewardship and claims-related carrier strategy
- Authority to require post-loss reviews and risk action plans on managed accounts
- 8+ years of insurance experience with significant claims exposure
- 3–5+ years in a leadership or senior advisory role
- Demonstrated experience across personal and commercial lines
- Deep understanding of coverage interpretation, claims reserving, and risk transfer
- Independent agency experience strongly preferred
- CPCU, ARM, CRM, AIC or similar designations a plus
- JD preferred
WORK ENVIRONMENT: This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, tablets, phones, multi-function printers, and fax machines.
PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to talk and/or listen; frequently stand; walk; sit for extended periods of time; frequently use hands/fingers to handle/feel when operating a computer and other office equipment; reach with hands and arms.
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