Apply Now    
Job ID :
Location :
Lansing, MI US
Level :
Experienced Professional
Job Category :
Description :

Where good people build rewarding careers.

Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.

Job Description

Allstate has an exciting opportunity for a Quality Evaluator in the Lansing/Grand Rapids, MI area!


The Oversight Function is responsible for performing claims guidance, quality assurance and focused claim audits, including full file audits, partial file audits, payment audits, and providing analysis, training and oversight to Field Claims operations. Auto claims involve the evaluation and resolution of physical damages to vehicles.


This job is responsible for ensuring consistency of estimating practices for claim service adjusters, the Good Hands Repair Network repair facilities, and compliance to best practices. The individual conducts physical reinspections of damaged vehicles and analyzes complex and occasionally highly complex estimates prepared by Allstate auto technicians and Good Hands Repair Network shops. The individual provides work guidance and direction to less senior employees and provides mentoring and coaching to the team. The Auto Damage Evaluator also provides key feedback and support as needed to assist business unit’s continued adherence to best practices. The individual also delivers compassionate service that is fast, fair, and easy, to ensure customer retention. The individual works independently, prioritizes the individual's own responsibilities, and manages the individual's own workload. The individual consistently meets band level behaviors, production, quality and/or customer service goals.

Key Responsibilities

Customer Service

  • Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met
  • Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts or issues
  • Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans

File Documentation and Reporting

  • Summarizes documents and enters into claim system notes
  • Documents a claim file with notes, evaluations and decision making process

File Review/Quality Assurance

  • Selects complex and occasionally highly complex estimates for reinspection
  • Completes physical reinspections, ride-alongs, and/or desk reviews of adjuster and/or vendor repair estimates and other assigned claims to ensure adherence to estimating best practices and process and documentation compliance
  • Identifies patterns and relationships in data using multiple resources and proactively uses that expertise to coach, train, and support adjusters
  • Ensures repair facilities are following Allstate specifics guidelines and procedures
  • Makes corrections and repair recommendations
  • Coaches adjusters on reinspection results and/or provides training to them as needed
  • Provides information on reinspection results to ensure vendors, repair facilities, and technicians are following Allstate specific guidelines and procedures
  • Performs open and closed claim audits including full file, partial file, payment and outcome audits
  • Collaborates with leadership regarding inspection or file review results
  • Partners with management to develop strategies to address opportunities in file quality and process execution through review and analysis of related measurements

Damage Estimating

  • Reviews and approves complex and occasionally highly complex repair estimates
  • Reinspects loss with repair contractor

Training Development and Delivery

  • Assesses unit needs for training and development
  • Partners with management to identify opportunities to assist with adjuster coaching, training, and mentoring

Vendor Management

  • Monitors network utilization and identifies potential need for expanded or new networks
  • Develops, manages and audits relationships with network vendors
  • Audits Salvage Partner charges and fees
  • Analyzes complex and occasionally highly complex expense bills to assess appropriateness of charges and detect duplicate billings

Other Projects and Responsibilities

  • May participate in one or more complex or occasionally highly complex special assignments
  • May serve as a committee team lead for large projects or as a committee team member on very large projects

Job Qualifications


  • Bachelors degree in related field preferred or equivalent experience
  • Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
  • Applies advanced knowledge of insurance policy, coverage, and regulation
  • Applies advanced knowledge of claim processes, policies, procedures, claim systems, coverage, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards
  • Applies advanced industry knowledge to discipline practices, including best practices, to support the business unit
  • Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data
  • Applies advanced knowledge of problem solving and preparation of complex reports for analysis
  • Applies advanced ability to leverage learned technical skills in support of team objectives
  • Applies advanced negotiation and/or arbitration skills
  • Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships
  • Applies advanced problem solving skills to continuously improve business outcomes
  • Ability to assist leadership in achieving business unit objectives
  • Applies advanced knowledge of training facilitation and coaching skills
  • Ability to investigate, evaluate and settle complex and occasionally highly complex claims
  • Provides advanced individual decision making within authority limits
  • May work within complex and occasionally highly complex assignments requiring specialized knowledge in breadth and/or depth in area of expertise
  • Has and maintains all appropriate licenses and registrations for the role per state requirements


The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For jobs in San Francisco, please see the notice regarding the San Francisco Fair Chance Ordinance.

For jobs in Los Angeles, please seethe notice regarding the Los Angeles Ordinance.

It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.


Apply Now