• Receive and process claims notifications • Manage the administrative and operational follow-up of files • Support policyholders throughout the claims process • Analyze documents and information required for claims handling • Manage communications with stakeholders (policyholders, experts, insurers, third parties, etc.) • Handle subrogation and recovery actions when necessary • Ensure compliance with procedures and processing deadlines • Update tracking and management tools

• Investigate Commercial Transportation claims specifically to Inland Marine and Cargo, involving physical damage to trucks, tractors, trailers, buses, commercial fleets, and specialized transportation equipment. • Review policy language to determine coverage applicability, exclusions, limits, deductibles, and endorsements. • Evaluate liability associated with losses occurring while commercial vehicles are under the care, custody, or control of insured garage operations. • Obtain and analyze repair estimates, maintenance records, inspection reports, photographs, contracts, invoices, and statements from insureds, claimants, and witnesses. • Coordinate inspections with appraisers, heavy equipment specialists, engineers, salvage vendors, and independent adjusters. • Assess damages involving commercial vehicles, cargo-related equipment, specialized transportation units, and fleet assets. • Establish and maintain appropriate claim reserves based on exposure and severity. • Negotiate settlements with insureds, fleet owners, repair facilities, attorneys, and third-party claimants within established authority levels. • Identify and pursue subrogation opportunities against responsible parties, manufacturers, vendors, or contractors. • Manage litigation and work closely with defense counsel on disputed liability or coverage matters. • Detect and escalate potentially fraudulent claims for special investigation. • Maintain accurate claim documentation and diary management in compliance with company procedures and regulatory requirements. • Deliver timely and professional customer service to insureds, brokers, agents, fleet managers, and transportation industry stakeholders. • Participate in claim audits, training initiatives, and process improvement efforts.

• Evaluate, investigate and resolve claims submitted across AirCover products • Closely monitor for fraud detection and mitigate risks associated with bad actors • Verify all relevant facts and evidence to determine case resolution outcomes • Go above and beyond to create personalized interactions and exceptional premium support • Provide continuous education and guidance for users about Aircover products • Work closely with stakeholders and third party claims administrators to align on case strategies • Communicate regularly with Supervisors and Manager to provide feedback on the status of claims • Maintain high levels of confidentiality whilst conducting investigations • Identify gaps in workflow, process or policy whilst striving to provide upward feedback • Act as subject matter expert for change initiatives and/or cross functional projects • Support the training and mentoring of new hires throughout the onboarding process

• Serve as the escalation point of contact from outsourced partners, customer support teams and service technician partners. • Investigate and resolve complex claim situations, ensuring decisions align with contract terms and internal policies. • Troubleshoot delays in claims processing, ensuring timely resolutions and enhanced customer satisfaction. • Coordinate service technician dispatching and parts ordering when necessary to support claim resolution. • Resolve escalated customer issues by proposing fair resolutions within policy guidelines and clearly communicating outcomes to the customer. • Maintain detailed and organized documentation of all customer and partner interactions. • Investigate suspected fraudulent claims and report findings as needed. • Recommend process improvements and opportunities to automate routine tasks. • Provide timely responses to claim inquiries via phone and email, in line with established SLAs. • Collaborate with Product and Engineering teams to troubleshoot and escalate unresolved claim issues. • Stay up to date on product offerings, service workflows, and policy updates to better support customers. • Identify and communicate training needs for front-line support teams to improve service quality. • Keep internal systems current with relevant technical issues, customer feedback, and insights.