Claims Adjuster

Carnival Corporation•Doral, FL

22h•Hybrid

About The Position

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey. We are looking for a Claims Adjuster. This position will manage and adjust a caseload of guest claims for Princess, Holland America, Seabourn, and Cunard North America (guest claims only), and will negotiate pre-suit settlements directly with claimants, or their attorney, on behalf of the company to avoid litigation. Here’s a summary of what Holland America Line is looking for. Is this you? Responsibilities: Administrating Guest Claims: This position reviews the guest’s claim by analyzing shipboard records and the brand’s passage contract to determine the company’s position regarding liability before assessing appropriate reserves and settlement strategies. Challenges include missing shipboard records, difficulties in obtaining post cruise medical records, and unreasonable demands from claimants, their representatives, or attorneys that hinder negotiations. This role overcomes these challenges by reaching out to key information sources, preparing thoroughly for negotiations, and determining appropriate settlement reserves. Communicates effectively to explain claim decisions and settlement options or denials. Identifies potential risks and exposures, providing recommendations to mitigate risks and improve safety practices. Advises internal business partners on recommended measures to minimize future incidents and claims. Existing Claims: Continually reviews IRM claims system for accuracy and updates records as new information is presented. Assists fellow team members with their workload when necessary and as time permits. Financial Case Management: Sets and reviews reserves regularly and adjusts reserves as new information becomes available, ensuring that reserves accurately reflect the potential financial exposure of the claim. Requests cash settlements and submits all future cruise credits and onboard credits, and drafts release agreements. Reports all eligible settlements to Medicare before settlement payments are processed. SeaEvent Review: Review of newly downloaded SeaEvent reports to determine if any proactive measures are necessary based on the completed report as time permits. Other: Prepares and attends small claims hearings. Assists with handling personal property claims, including lost and damaged luggage and personal effects, as time permits. Responds to state Attorney General inquiries and other tasks and duties as assigned. Knowledge & Skills: Scope: Independently manages and adjusts a complex caseload of guest claims across multiple brands, including Princess, Holland America, Seabourn, and Cunard (North America guest claims). Holds responsibility for pre‑suit claim evaluation, negotiation, and settlement, engaging directly with claimants and plaintiff attorneys to resolve matters and avoid litigation. Administers guest claims governed by brand passage contracts, requiring a deep understanding of contractual liability frameworks and differing legal exposure. Owns claim lifecycle management within the IRM claims system, including investigation, documentation accuracy, reserve setting, settlement processing, and regulatory reporting. Interfaces regularly with shipboard teams, medical providers, shoreside partners, legal counsel, finance, and risk management, both domestically and globally. Problem solving: Resolves complex, ambiguous claims where key documentation may be missing, incomplete, or delayed by proactively sourcing information from multiple internal and external channels. Applies analytical judgment to evaluate liability under contractual terms, medical evidence, and factual circumstances to determine defensible settlement positions. Navigates high-conflict negotiations involving unreasonable demands by employing data‑driven preparation, clear communication, and principled negotiation strategies. Continuously reassesses exposure as new information emerges, adjusting reserves and strategies to reflect updated risk assessments. Balances competing priorities—financial risk, legal exposure, stakeholder expectations, and fairness—to achieve defensible and timely outcomes. Impact: Reduces litigation risk and associated legal costs by resolving claims efficiently through strategic pre‑suit negotiations. Protects the organization’s financial position by accurately assessing liability exposure and maintaining appropriate reserves that reflect evolving claim facts. Enhances guest experience outcomes by ensuring timely, professional, and transparent claim resolution. Identifies systemic risks and safety exposures, providing actionable recommendations to internal partners to mitigate future incidents and claims. Supports brand and corporate risk objectives by ensuring regulatory compliance, including Medicare reporting, release execution, and audit‑ready claim documentation. Leadership: Serves as a subject‑matter expert and trusted resource to internal business partners on claim liability, settlement strategy, and risk exposure. Demonstrates ownership and accountability by independently managing complex negotiations and influencing outcomes without direct authority. Provides informal leadership by supporting teammates during peak workload periods, sharing expertise, and promoting consistent claims practices. Represents the company professionally in external-facing interactions, including negotiations with attorneys, claimants, and state agencies, safeguarding brand reputation. Acts as a steward of risk culture by proactively communicating trends, lessons learned, and prevention opportunities to operational partners.

Requirements

High School Diploma/GED
Bachelor’s Degree preferred (Business, Finance, Communications, Liberal Arts), not required
Ability to conduct thorough investigations to determine the validity of claims, including reviewing documents, communicating with claimants, and assessing damages.
Capable of analyzing complex situations, data, and evidence to make fair and accurate claims assessments
Ability to negotiate fair and equitable settlements while adhering to company guidelines and legal requirements.
Empathy and understanding are crucial when dealing with claimants experiencing distress due to their situation/losses.
Ability to handle multiple claims simultaneously. Effective time management and prioritization skills are essential to meeting deadlines and maintaining productivity.
Familiarity with relevant software and databases used for claims processing document management (IRM, Markview, Polar, Siebel, MAPS ).
Adherence to ethical guidelines and standards of conduct in all interactions with claimants and other stakeholders.
Travel: Less than 25% with shipboard travel likely
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
This position is classified as “Hybrid.” As a Hybrid role, it requires employees to work from a designated Holland office Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays.