Hybrid Claims Administrator, Automotive Glass at Plymouth Rock

Glass Claims Administrator

The Glass Claims Administrator plays a key role in supporting Plymouth Rock Assurance’s auto insurance operations by managing glass-related claims with accuracy, efficiency, and a strong focus on customer service. This position involves direct communication with policyholders, Independent Agents, and glass repair vendors to ensure timely and accurate claims processing. The Glass Claims Administrator will review policy coverages, verify claim details, resolve pricing discrepancies, and assist with warranty concerns. Additionally, this role includes identifying potential subrogation opportunities and escalating suspicious activity to the Special Investigations Unit (SIU). Success in this role requires strong attention to detail, excellent communication skills, and the ability to prioritize tasks in a fast-paced, team-oriented environment.

Key Responsibilities:

• Manage glass claims submitted by Independent Agents in New Jersey and Pennsylvania
• Review policy coverage and respond to manual glass verification email inquiries
• Process exceptions from overnight electronic glass claim feeds
• Create and enter manual glass claims received from agents or policyholders
• Assist customers with glass warranty issues, offering resolutions as needed
• Collaborate with glass repair shops to resolve pricing discrepancies
• Identify and refer claims that are eligible for subrogation
• Detect and escalate suspicious claims or shop activity to the Special Investigations Unit (SIU)
• Maintain accurate and organized claim files, ensuring documentation is complete and the pending workloads are manageable
• Provide backup support for glass claims in Massachusetts, New Hampshire, and Connecticut

Skills & Qualifications:

• Self-motivated and organized, with the ability to prioritize tasks and meet established deadlines
• Strong multitasking skills and exceptional attention to detail
• Proven ability to collaborate across teams and deliver outstanding customer service
• Excellent written and verbal communication abilities
• Prior experience in claims handling (highly preferred)
• Proficient in Microsoft Office Suite and internal systems including ClaimPro, ImageRight, Client Letter, Agent Web, and customer web interfaces

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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