Job Description
WHO WE ARE:
n
At Insurance Management Group, we're driven by the opportunity we have every day to positively impact our clients, co-workers, and communities. We take pride in each and every interaction to protect and inspire, a key reason we feel we have been a successful independent insurance agency since ****. We attribute our continued rapid growth in central Indiana to our commitment to 4 operating principles: Delivering WOW (to the clients), being Ideal Team Players (to co-workers), Growing (ourselves), and Serving (others). We're committed to maintaining the family-oriented atmosphere that has got us to where we are today, as we feel internal culture is one of the best ways to ensure a great experience for our external clients. We hope you will consider joining the IMG family and helping us help others protect their assets, families, and futures.
n
POSITION DESCRIPTION:
n
We're looking for a Personal Lines Claims Advocate to serve as a dedicated resource for our Personal Lines clients navigating the claims process, from first notice of loss through resolution. In this role, you'll provide clear communication, policy guidance, and proactive hands-on support so clients feel confident and informed at every step — freeing up Account Managers to focus on service. You'll partner closely with clients and carrier representatives to keep claims moving, resolve day-to-day coverage questions, and flag anything unusual or complex for the Strategic Claims Advocate. This is not a centralized claims intake role; Account Managers will continue to handle routine claim entry and submission, and you'll step in to guide the client experience and troubleshoot issues as they arise.
n
DAY IN THE LIFE OF:
n
n
Serving as the primary point of contact for Personal Lines clients with active claims, guiding them through the process from first notice of loss to resolution.
n
Reviewing policy coverage and claim details to answer client questions clearly and set accurate expectations, and ensure coverage is applied appropriately.




n
Communicating proactively with clients, carriers, and adjusters to check claim status, resolve delays, and keep all parties informed.
n
Partnering with Account Managers on claim intake and submission, providing follow-up support once a claim is underway.
n
Helping clients understand policy language, deductibles, and coverage terms as they relate to their specific claim.
n
Identifying claims that involve coverage disputes, or other complexity, and escalating them to the Strategic Claims Advocate, as needed, with a clear summary.
n
Maintaining accurate, up-to-date claim notes and documentation in the agency management system according to agency procedures.
n
Advocating for clients with carriers and adjusters to help ensure fair and timely claims outcomes.
n
Assisting clients in recovery matters involving an at-fault third party, including working with the other carrier and challenging unreasonable liability decisions.
n
Confirming subrogation is pursued where warranted and that client deductible reimbursements are applied properly.
n
Tracking claim trends across the Personal Lines book and sharing observations that could help clients reduce future risk.
n
n
Requirements
n
KNOWLEDGE, SKILLS, AND ABILITIES:
n
n
3–5+ years of Personal Lines claims adjusting or claims handling experience
n
Working knowledge of Personal Lines P&C; insurance policies, forms, and coverage basics (auto, home, umbrella, and related lines)
n
Robust verbal and written communication skills, with the ability to explain coverage and claims concepts in plain language
n
High attention to detail and follow-through on open claim files
n
Comfortable managing a caseload independently while knowing when to escape
n
Ability to build trust and rapport with clients during stressful moments
n
Organized approach to documentation and claim record-keeping
n
Collaborative mindset — works well with Account Managers, Producers, and the Strategic Claims Advocate
n
Willing to obtain an Indiana P&C; insurance license (company-covered)
n

📌 Personal Lines Claims Advocate (Adelaide)
🏢 Feighner Insurance
📍 Adelaide