Claims Program Manager

Title: Claims Program Manager, Spinnaker 

Location: Austin, TX / Dallas, TX / Bedminster, NJ 

Reporting To: Head of Claims, Spinnaker Claims 

About Hippo 

Hippo Holdings consists of national property and casualty insurance companies—including Spinnaker Insurance Company and its subsidiaries, rated A- (VIII) by A.M. Best—along with an insurance agency and a managing general agent. Enabled by technology, Hippo brings products to market through a diversified range of offerings sourced from both owned and third-party programs, available on an admitted and surplus lines basis. We partner with innovative market leaders across personal, commercial, and specialty lines, as well as traditional and non-standard opportunities. 

About This Role 

We are in search of a Claims Program Manager to join the Spinnaker Claims Team, who will provide oversight of claims handled by Claim Administrators for various lines of business. The Spinnaker Claims Team has the responsibility for setting Claims governance standards and ensuring their timely implementation and daily monitoring for all Spinnaker Programs. This person ensures proactive and prompt management of claims, considering all aspects such as claim strategy, coverage analysis, reserve development, litigation management, and customer satisfaction, in accordance with Claims Guidelines, SLA’s, regulatory standards and processes for Program Claims. The Claims Program Manager also works with external stakeholders to address questions, resolve problems, and maintain rapport. This person may represent Spinnaker Insurance at customer meetings, including program implementation and account stewardship meetings. 

About You: 

You are an experienced Claims Program Manager with proven experience partnering with highly qualified and diverse leadership teams. You have the ability to influence and empower others in an agile way and leverage their diverse skills, perspectives, and experience to achieve common goals. You have strong regulatory and compliance experience. You thrive on ownership of results, while influencing cross-functional stakeholders, and making data-driven decisions. You are self-motivated and directed, although the ability to collaborate is a must. You have a strong intellectual curiosity and a desire to help others solve problems. You are flexible and willing to do what is needed to get the job done.  You have a natural inclination to work within a fast-paced and dynamic culture. 

What You’ll Do: 

• Create and further enhance comprehensive Claims Guidelines and Work Instructions, standards and processes as outlined in the Spinnaker Program Claim Manager’s Playbook 

• Provide claims program oversight to ensure accurate claim dispositions, customer service delivery, and best practice adherence 

• Ensure successful implementation and management of claims administrator for assigned programs 

• Ensure up to date levels of authorities and system accesses are in place for assigned programs 

• Demonstrate extensive expertise of operational service delivery management focused on service quality and claims excellence 

• Maintain and continuously strengthen in-depth understanding of claims coverage issues, regulatory requirements, and changing legal landscape for assigned lines of business and programs 

• Conduct claims reviews and reperformance QA testing with a focus on Governance, claims management and processing topics, interface management. Assist will creation, communication, implementation, and follow-up of improvement action plans 

• Develop and evaluate internal metrics and analytics to track program claim trends and results to improve outcomes 

• Present high exposure claims to Leadership and Key Stakeholder 

• Deliver stewardship and interpretation of data analytics specific to assigned programs 

• Prepare materials and information required in response to internal and external regulatory audits, data calls and surveys and assist in preparing responsive communications 

• Resolve all customer service issues to client's satisfaction and ensure proper service delivery 

• Work with external stakeholders to address questions, resolve problems, and maintain rapport 

• Partner with internal stakeholders in support of the underwriting, finance, and other functions. This includes activities such as reports (large loss, claim trends, reinsurance reporting, and others) 

• Communication of results including areas of improvement in a professional way orally and in writing including appropriate follow-ups 

• Under limited to moderate supervision, you will issue timely and accurate notices, status reports and coordination of cash calls (or catastrophic notices) to reinsurers within departmental or contractual requirements 

• Research new opportunities, programs, claim services, claims tools and vendors to constantly deliver cutting-edge services 

Must Haves: 

• Minimum of 7-10 years of professional claims or risk management experience in various lines of insurance, preferably Specialty Lines; in positions of increasing responsibility required 

• Knowledge of home and auto repair terminology and the ability to read and evaluate repair estimates, and other repair-related materials is a plus, but not required 

• Strong experience managing large loss and complex casualty 

• Experience handling litigated commercial bodily injury claims 

• Experience working with TPAs and managing vendors 

• Understanding of technical claims proficiency and execution of best claim practices 

• Understanding of insurance concepts such as contracts, policy forms, reinsurance, state regulation, and claims coverage 

• Strong business acumen and ability to collaborate with other departments and stakeholders 

• Demonstrated success in exercising independent decision-making, problem-solving, and negotiation competency 

• Strong organizational and analytical skills with ability to conduct analysis on unstructured data 

• Intermediate Excel skills are required 

• Customer-service and relationship-oriented experience. 

• Professional designations desired (CPCU, ARM, AIC, SCLA, etc.) 

Benefits and Perks

Hippo treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our Hippos with:

• Healthy Hippos Benefits - Multiple medical plan options, 100% covered dental and vision for you and your family, and a wellness program that rewards healthy habits. We also offer a 401(k)-retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)
• Equity - This position is eligible for equity compensation 
• Training and Career Growth - Training and internal career growth opportunities
• Flexible Time Off - You know when and how you should recharge
• Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers
• Hippo Habitat - Snacks and drinks available and catered lunches for onsite employees

The Bedminster, NJ area base pay range for this role is $120,000-$190,000. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, location, business needs and market demands.

Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion. 

Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.