Claims Specialist - Network Drive Plainfield, Indiana, United States
2 days ago
Job description
DescriptionThe Claims Specialist is responsible for reviewing underground utility damage investigations and overseeing the complete lifecycle of utility damage claims. This role ensures that each claim is accurately assessed, properly documented, and submitted to the appropriate customer or insurer. The Claims Specialist evaluates liability in accordance with state-specific 811 dig laws and industry standards, communicates with internal and external stakeholders, and tracks claims from initial submission through closure. This position plays a critical role in minimizing financial impact, maintaining compliance, and supporting strong customer relationships.
Key Responsibilities
- Thoroughly review underground utility damage investigations, reports, diagrams, photos, measurements, and supporting documentation.
- Validate findings against state 811 laws, safe digging requirements, and applicable standards (NESC, CGA Best Practices, local statutes).
- Determine liability based on evidence, jurisdictional requirements, and damage investigation outcomes.
- Ensure accuracy and completeness of all claim files before submission.
Claim Submission & Customer Communication
- Prepare and submit finalized damage investigation reports to customers in accordance with contract requirements.
- Serve as the primary point of contact for claim-related inquiries from customers, utilities, or contractors.
- Communicate clearly and professionally with all stakeholders regarding liability determinations, documentation needs, next steps, and timelines.
Insurance Coordination & Recovery
- Submit qualifying claims to the company's insurance carrier with all required supporting documentation.
- Work directly with insurance adjusters to negotiate and defend claim liability positions.
- Track each claim through the insurance lifecycle—from submission to determination, recovery, settlement, or closure.
- Maintain detailed, accurate notes throughout the process in the company's Claims Database Tool and related systems.
Cost Review & Analysis
- Review repair invoices for accuracy, legitimacy of labor/equipment charges, and compliance with contractual pricing structures.
- Challenge inflated or questionable costs as needed and collaborate with utilities, insurers, and internal leadership to reach fair settlements.
- Understand cost variances across fiber sizes, conduit types, and multi-state utility repair methods.
Cross-Functional Collaboration
- Partner closely with field investigators, supervisors, trainers, and management to validate field conditions and reconcile discrepancies.
- Use photographs, narratives, GPS data, diagrams, locate tickets, and sketches to fully visualize and understand the damage scene.
- Participate in weekly department meetings to review open claims, recovery strategies, and process improvement opportunities.
Compliance, Scheduling & Documentation
- Ensure all claims adhere to state laws, customer contract requirements, and internal SOPs.
- Utilize calendar/diary systems to manage claims workload and ensure each claim is touched at least twice weekly.
- Maintain data accuracy and file integrity within the CMMS, Claims Database Tool, and shared storage systems.
- Follow advanced claim handling procedures as defined by the Damage Prevention Manager.
QualificationsRequired Skills & Competencies
- Strong understanding of underground utility locating, safe digging practices, and general utility operations.
- Working knowledge of state 811 dig laws (multi-state preferred).
- Excellent analytical and problem-solving skills with strong attention to detail.
- High-level written and verbal communication skills, including professional email and phone etiquette.
- Ability to interpret technical field evidence and reconstruct incidents.
- Strong negotiation and conflict-resolution abilities.
- Ability to prioritize multiple active claims in a fast-paced environment.
- High integrity and commitment to accurate, unbiased claim evaluation.
Preferred Qualifications
- 3–5 years of experience in claims, insurance, utility damage recovery, risk management, or related fields.
- Experience in the construction, telecom, utility locating, fiber installation, or excavation industries.
- Familiarity with claims management systems, CMMS platforms, or workflow-tracking tools.
- College degree preferred.
- Proficiency in Microsoft Word, Excel, Outlook, and strong general tech aptitude.
- Experience negotiating or settling B2B claims is highly valued.
Working Conditions
- Primarily office-based.
- Requires frequent interaction with internal and external stakeholders including utilities, contractors, insurers, and legal teams.
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