Director of Claims

Pronto General Agency, a South Texas–based managing general agency, is dedicated to delivering high-value personal auto insurance products through competitive pricing, exceptional claims handling, and outstanding customer service. Our omnichannel strategy and risk management expertise have positioned Pronto as a leading presence in the insurance market.

As we continue to grow, we’re seeking talented professionals who thrive in fast-paced, high-growth environments and are ready to contribute to our mission.

Location: Brownsville, TX

Supervises: Casualty Managers, Physical Damage Managers, Special Investigations & Subrogation Supervisor

Overview:

The Claims Director is responsible for ensuring high-quality, efficient, and service-driven claims handling that supports strong loss ratio performance and delivers a positive experience to customers and claimants. This leader will provide strategic direction, operational oversight, and technical expertise to the Claims Department while driving productivity, process improvement, and departmental alignment with company goals.

The ideal candidate is a collaborative, team-oriented leader who values cross-departmental partnership, encourages high performance, and fosters a culture of accountability and continuous improvement.

Operational & Performance Leadership

●       Maintain loss ratios that meet or exceed company expectations.

●       Ensure accurate and timely claims handling

●       Reduce claim cycle times and improve operational efficiency.

●       Oversee KPI performance, including closing ratios, audit scores, loss ratio, call response times, complaint levels, salvage/subrogation recoveries, LAE, claims cycle times, average payouts, BI settlements, and external reporting.

Quality, Compliance & Communication

●       Ensure claims handling quality and compliance, achieving audit scores that meet or exceed expectations.

●       Maintain timely and professional communication with the fronting company, reinsurers, TDI, defense attorneys, and other external entities.

●       Foster a customer-centric approach that minimizes complaints and ensures claimants stay informed throughout the process.

Process & Risk Management

●       Maintain an effective network of internal appraisers, DRP shops, and external appraisal resources to ensure timely and accurate estimating.

●       Coordinate the Extracontractual Claims process and communications with the EC Committee.

●       Identify and report potential risk alerts or E&O exposures; collaborate with Underwriting to mitigate future risks.

●       Ensure proactive supervision and oversight of file handling.

Strategic & Financial Oversight

●       Lead and support claims-related projects and initiatives.

●       Leverage metrics, analytics, and reporting to guide decision-making and performance management.

●       Manage departmental budget and implement cost-saving strategies related to LAE, staffing efficiencies, workflow optimization, and process improvements.

●      Participate in testing and rollout of new claims systems.

This role works closely with:

●       VP of Underwriting

●       Captive, I/A & Franchise Sales Directors

●       SIU

●       Training

●       Auditing

●       Claims Operations

●       Achieving targeted loss ratios

●       Continuous improvement in claims quality and speed

●       Departmental profitability

●       Accurate and timely reporting

●       Compliance with procedures and regulatory requirements

●       Development of team capabilities and departmental infrastructure

●       Promotion of a culture focused on improvement, quality, and productivity

Pronto Insurance offers full-time employees a comprehensive benefits package, including:

●       Medical, Dental & Vision Plans

●       Disability & Life Insurance

●       401(k) Retirement Plan

●       Paid Vacation, Personal Days and Holidays