Complex Claims Specialist

Sur Safe Mutual Insurance Company (Sur Safe) is seeking a qualified applicant to fill the position of Complex Claims Specialist.

Sur Safe Mutual Insurance Company (Sur Safe), formerly known as BMI Company, Inc., has proudly served individuals, families, and businesses with trusted insurance protection since 1891. Our roots trace back to Billings, Missouri, where we began as Farmers Mutual Fire Insurance Company of Christian County MO, founded by a group of German-American farmers who recognized the importance of safeguarding their neighbors’ property and livelihoods.

A Complex Claims Specialist investigates, evaluates, and settles complex claims by interviewing policyholders and witnesses, reviewing policy coverage, assessing damages, and determining appropriate payments. The role requires strong analytical, communication, and customer service skills to ensure claims are handled fairly, accurately, and in compliance with company policies and state and federal laws and regulations. A Complex Claims Specialist will also negotiate settlements, handle claims administration, and consult with legal counsel.

• Investigate high-level auto insurance claims by conducting detailed investigations, including recorded statements, scene analysis, and coordination with experts such as engineers, appraisers, attorneys and medical professionals.
• Maintain an average active pending caseload between 30 to 60 claims, aligned with claim complexity and company workload standards.
• Review policy terms to determine coverage and limitations.
• Evaluate and negotiate settlements within designated authority levels.
• Coordinate with legal counsel or external investigators.
• Prepare detailed claim reports and recommendations for payment or denial.
• Ensure compliance with federal, state, and company-specific regulations.
• Provide customer support throughout the claim resolution process.
• Serve as a technical resource for adjusters handling moderately complex claims.
• Identify trends, improvement opportunities, and best practices to support continuous learning and process improvement.
• Participate in cross-functional projects and initiatives as assigned.

• In depth knowledge of insurance policies, coverage rules and claim processes.
• Ability to evaluate damage estimates and repair costs.
• Strong written documentation and reporting skills to maintain regulatory compliance and accurate recordkeeping.
• Strong attention to detail is crucial for accuracy in data entry, document review, and ensuring policy correctness.
• Strong interpersonal, written, and verbal communication skills are essential for building rapport and conveying complex information clearly. Must be able to show empathy and professionalism when working with all individuals.
• Proficiency in Microsoft Office Suite (especially Excel and Word) and the ability to learn and utilize various computer software programs, familiarity with claims management software. (e.g. CCC)
• The ability to work independently and prioritize time effectively is critical.
• Good time management and ability to handle multiple claims at once.
• Knowledge of Rules of the Road and traffic laws.

The job description is not intended to be a comprehensive list of the duties and responsibilities of this position; the duties and responsibilities may change without notice.

• Active adjusters license(s) as required by state regulations, or the ability to obtain Texas license within a specified timeframe.
• A minimum of a high school diploma or GED is required.
• A minimum of 5 years’ previous experience in auto claims adjusting is required.

• Ensure compliance with state regulations, company policies, and claims handling best practices.
• Maintain accurate and organized claim file documentation.
• Meet or exceed performance metrics such as cycle times, quality audits, and customer satisfaction scores.

• Ability to work at a desk using a computer for up to 8 hours a day.
• Ability to lift up to 15 pounds frequently and 50 pounds occasionally.

Sur Safe offers a comprehensive benefits package.

A comprehensive background check will be conducted.