• 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.

Analyze and evaluate criminal injury compensation claims, determine eligibility, manage dynamic caseloads, and communicate effectively with victims and stakeholders to provide support throughout the claims process.