HOME CLAIMS ADJUSTER

When a homeowner's air conditioner fails in July or their water heater goes out on a weekend, our Home Claims Adjusters are the people who turn a stressful moment into a solved problem.

Aegis Administration and HeroProtects are rapidly growing administrators of Home Warranty and Vehicle Service Contract programs. Our mission is simple: deliver an exceptional customer experience while protecting our customers when they need us most. We're looking for a Home Claims Adjuster who combines real technical knowledge of home systems with empathy, sound judgment, and a genuine desire to help people.

ABOUT THE ROLE

You'll own home warranty claims from first notice of loss through resolution: take the claim in, verify coverage, coordinate the contractor, evaluate the diagnosis, make the coverage determination, authorize the repair or replacement, and see it through to completion, communicating clearly with the homeowner at every step.

The best adjusters here balance three things on every claim: an exceptional customer experience, faithful contract interpretation, and responsible cost management, without sacrificing any of them.

WHAT YOU'LL DO

Claim Intake & Coverage Verification

• Set up new home warranty claims and gather failure details from the homeowner
• Verify contract status, waiting periods, coverage tiers, service call fees, and coverage limits before dispatch
• Review prior claim history to identify recurring failures and callback situations
• Spot pre-existing condition, maintenance, or installation questions early and evaluate them fairly

Contractor Coordination & Dispatch

• Dispatch claims to network contractors by trade (HVAC, plumbing, electrical, appliance, water heater)
• Manage out-of-network and reimbursement situations with clear customer expectations
• Chase diagnoses, parts delays, and scheduling gaps before the customer has to call us
• Hold contractors to documentation and pricing standards, firm, professional, and respectful

Diagnosis Review & Adjudication

• Evaluate diagnoses, photos, and estimates to determine the failure, the cause, and the coverage
• Apply contract language accurately and document the basis for every determination
• Question incomplete or inconsistent diagnoses; request detail or second opinions when the story doesn't add up
• Make repair-vs-replace decisions using cost, part availability, equipment age, and contract limits
• Price against reasonable market rates and negotiate scope and pricing when estimates are out of line
• Communicate non-covered charges (modifications, code upgrades, disposal, refrigerant limits) up front, no job-site surprises
• Present cash-in-lieu options accurately when appropriate; authorize within your approval authority and escalate gray areas with a clear recommendation

Customer Communication

• Explain approvals, partial approvals, and denials in plain language, tied to the contract
• Deliver difficult news professionally — a well-explained denial should still feel like fair treatment
• Set realistic expectations and proactively update homeowners when anything changes

Documentation & Cost Integrity

• Keep complete, accurate, audit-ready claim files — every call, decision, and dollar
• Meet service level expectations for response times, cycle times, and closure
• Identify potential fraud, abuse, or contractor overbilling and escalate with specifics
• Manage claim costs through accurate adjudication and fair pricing — never by cutting corners on legitimate coverage

WHAT YOU BRING

Required:

• 2 years in home warranty claims, property claims, home services, or a residential trade, field experience, claims desks, and dispatch/service coordination all count
• Working knowledge of major residential systems and appliances, enough to read a diagnosis critically, not just record it
• Ability to interpret contract language and apply terms, limits, and exclusions consistently and fairly
• Strong phone presence with homeowners and contractors, including tense conversations
• Sound judgment, the confidence to make a call and the humility to escalate when warranted
• Strong negotiation skills for pricing and scope discussions
• Excellent written documentation habits
• Ability to manage a high-volume claim load and keep every file moving
• Proficiency with Microsoft Office and web-based systems; able to learn multiple claims platforms

Preferred:

• Hands-on field experience in HVAC, plumbing, electrical, or appliance repair, technicians who've moved to the desk side are exceptionally well suited to this role
• Direct home warranty industry experience (adjusting, authorizations, or contractor relations)
• Experience with claims cost management or repair estimating tools

WHAT SUCCESS LOOKS LIKE

• An exceptional customer experience on every interaction, even when the answer is no
• Fair, consistent, well-documented decisions grounded in the contract
• Catching the inflated estimate and the misdiagnosed failure, while approving legitimate claims quickly
• Clean files, met SLAs, no customer left wondering what's happening

WHY JOIN US

At Aegis Administration and HeroProtects, we're building something different. We invest in our people, encourage collaboration, promote from within whenever possible, and believe culture matters just as much as performance. As we grow, you'll have real opportunities to develop your career while making a meaningful impact on our customers, our partners, and your teammates.

Apply today, we'd love to meet you.