Director, Claims Program Management - Property & Casualty

Crum & Forster Company Overview

Crum & Forster (C&F), with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies. C&F enjoys a financial strength rating of "A+" (Superior) by AM Best and is proud of our superior customer service platform. Our claims and risk engineering services are recognized as among the best in the industry.

Our most valuable asset is our people: more than 2000 employees in locations throughout the United States. The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards, including the 2025 Great Place to Work® Award for our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.

C&F is part of Fairfax Financial Holdings, a global, billion dollar organization.  For more information about Crum & Forster, please visit our website: www.cfins.com.

Job Description

Since 2000, Crum & Forster’s Accident & Health division (A&H) has offered a diverse portfolio of specialty insurance and reinsurance products nationwide. We place a strong focus on product development and creative distribution methods, along with excellent client service and support.

In addition to our robust domestic portfolio, which spans both special risk and medical solutions, A&H works on an international basis through various partnerships. Our global capabilities provide our partners with even broader flexibility in underwriting solutions. Gross premium written in 2025 surpassed $2.4B. The qualities and capabilities of Crum & Forster Accident & Health demonstrate our philosophy of building meaningful, long-term partnerships and our dedication to providing alternative strategies in an ever-changing insurance market.

The Director, Property & Casualty Claims Program Management is accountable for the carrier’s claims strategy, governance, and performance across an assigned portfolio of delegated and partner-managed P&C programs. This leader manages a team of claims program professionals and establishes a consistent operating model for Third-Party Administrators, Managing General Agents and Underwriters, independent adjusters, and other service partners. The Director will translate enterprise objectives into measurable program outcomes, oversee complex and high-severity claims, strengthen reserving and litigation discipline, and modernize claims through data, automation, and process redesign. Working in a matrixed environment, this role partners closely with Underwriting, Actuarial, Legal, Compliance, Finance, Reinsurance, Distribution, and Technology to protect policyholders, control loss and expense performance, meet regulatory obligations, and support profitable growth.

What you will do for C&F:

• Claims strategy and leadership: Set and execute the P&C claims program strategy, operating model, service standards, and annual priorities in alignment with underwriting appetite, actuarial assumptions, reinsurance requirements, and enterprise objectives.
• Talent and culture: Build, coach, and retain a high-performing team of program managers and specialists; set clear goals, develop technical and leadership capability, manage performance and succession, and foster accountability, inclusion, curiosity, and continuous learning.
• Portfolio accountability: Own financial, operational, customer, quality, compliance, and talent outcomes across assigned.
• Program governance: Establish a scalable governance framework for TPAs, MGAs/MGUs, independent adjusters, and other partners, with clear authorities, claim referral assignments, timeliness and management protocols, service-level agreements, scorecards, issue escalation, and corrective-action plans.
• Partner due diligence and onboarding: Lead operational assessments, implementation readiness, data mapping, staffing validation, control testing, catastrophe preparedness, and go-live governance for new and renewed programs.
• Claim oversight: Conduct annual/bi-annual audits of TPAs, MGAs/MGUs, provide direction on complex, high-severity, coverage-sensitive, extra-contractual, catastrophe, litigated, and potentially systemic claims; ensure timely escalation and accurate reporting to senior management and reinsurers
• Litigation and vendor management: Partner with Legal to manage counsel guidelines, litigation strategy, legal spending, panel performance, alternative dispute resolution, and vendor outcomes.
• Regulatory and control environment: Ensure adherence to state unfair claims practices laws, licensing, data privacy, market-conduct, sanctions, record-retention, and internal-control requirements; promptly address complaints and regulatory inquiries.
• Quality assurance: Maintain a risk-based audit program that evaluates coverage, investigation, reserving, payments, communications, litigation handling, subrogation, salvage, and compliance; verify sustainable remediation.
• Analytics and executive reporting: Develop meaningful dashboards and portfolio reviews using leading and lagging indicators; synthesize trends, emerging exposures, root causes, and recommended actions for claims, underwriting, actuarial, and executive stakeholders.
• Fraud, recovery, and expense discipline: Strengthen special-investigation referrals, subrogation, salvage, deductible, and aggregate tracking to improve total claim outcomes.
• Customer and broker experience: Promote timely, clear, empathetic, and brand-consistent communication while resolving service failures and balancing customer outcomes with coverage, legal, and financial obligations.

What YOU will bring to C&F:

• Connects claims priorities to enterprise strategy and converts ambiguity into clear decisions, roadmaps, measures, and accountable execution.
• Demonstrates strong command of coverage, liability, damages, reserving, settlement, litigation, catastrophe, recovery, and expense-management principles across commercial P&C lines.
• Enterprise-level leadership presence with the ability to translate claims complexity into clear decisions and action.
• Deep technical judgment across occupational injury, benefit, liability, coverage, litigation, reserving, and recovery considerations.
• Demonstrated success managing high-dollar referral claim inventory, delegated claims operations, influencing partners, and improving performance without relying solely on direct authority.
• Strong commercial orientation and the ability to connect claims outcomes with underwriting strategy, customer value, portfolio profitability, and growth.
• Fluency with claims data, operational metrics, financial drivers, and executive-level storytelling.
• A disciplined approach to governance, controls, issue management, and regulatory readiness.
• Change leadership skills, including the ability to simplify processes, adopt technology responsibly, and lead teams through transformation.
• Exceptional communication, negotiation, relationship management, and talent-development capabilities.

Requirements:

• Bachelor’s degree in insurance, risk management, business, finance, law, or equivalent experience.
• 10+ years of progressively responsible P&C claims experience, including significant experience in commercial or specialty casualty and/or property claims.
• 5+ years of people leadership, program management, or delegated claims oversight experience within an insurance carrier, TPA, MGA/MGU, or comparable organization.
• Substantial experience with specialty products such as commercial general liability, commercial auto, property, professional liability, excess casualty, occupational accident, or other program business is preferred.
• Demonstrated experience managing complex and high-severity claims, litigation, reserves, coverage issues, audit programs, regulatory matters, and external claim partners.
• Working knowledge of claims data, dashboards, financial metrics, system integrations, and technology-enabled process improvement.
• Experience using claims platforms, business intelligence tools, and structured performance measures to drive operational decisions.
• Relevant insurance designations such as CPCU, AIC, SCLA, ARM, or equivalent preferred
• Ability to travel for partner due diligence, governance reviews, partner onboarding, business meetings and employee activities.
• Advance knowledge in Microsoft Office tools – Outlook, Excel, Word and PowerPoint
• Ability to work in a fast-paced environment and adaptable.

What C&F will bring to you

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing
• A core C&F tenet is owning your career development, so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee-driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

If you require special accommodations, please let us know. We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you require special accommodations, please let us know

 For California Residents Only:  Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit https://www.cfins.com/onlineprivacypolicy/ca/noticeatcollection/  for more information.

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws.  Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $91,000.00 to a maximum of $171,100.00. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.

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