Angela Graves
Spotsylvania,VA
Summary
I bring extensive claims-handling experience across coverage analysis, litigation, and supervisory responsibilities, with exposure to multiple jurisdictions. I’m particularly passionate about researching contract interpretation issues, Unfair Claims Practices, and state statutes to ensure compliant, accurate claim outcomes while delivering strong customer service. I have a proven track record of coaching and developing claims associates to improve performance and consistency.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Lead Complex Adjuster
AMFAM/AFICS
Remote
2023 - Current
- Investigate origin and cause; coordinate with key parties (insureds/claimants, attorneys, experts, contractors, SIU, etc.).
- Handle complex multi-policy third-party claims in good faith; escalate issues as needed.
- Evaluate damages and negotiate settlements with all stakeholders (including counsel and public adjusters).
- Interpret and apply policy language and contractual documents (leases, bylaws, declarations, contracts).
- Manage files independently, provide status updates, resolve inquiries, and close claims timely.
- Serve as a mentor/SME and support special projects as needed.
Complex and Litigation Specialist
AMFAM/AFICS
Remote
01.2021 - 01.2023
- Investigate and resolve complex General Liability (GL) claims through final disposition.
- Analyze coverage and liability, applying policy language, facts, and applicable state law.
- Identify and pursue risk transfer opportunities, including additional insured/tender and contractual indemnity.
- Manage complex litigated claims, partnering with defense counsel to develop strategy, control costs, and achieve favorable outcomes.
Claims Specialist
MSA/AFICS
Richmond, VA
01.2018 - 01.2021
- Investigate and settle complex General Liability claims
- Investigate coverage and issue coverage denials or disclaimers as appropriate
- Handle complex litigation claims
General Liability Claims Associate
Berkley Mid-Atlantic Group
Richmond, VA
01.2017 - 01.2018
- Investigated coverage and liability issues on complex General Liability claims.
- Oversaw litigated claim handling, partnering with counsel and participating in mediations.
- Serve as a monthly arbitrator for Arbitration Forums, hearing and deciding cases.
Claims Liability and PIP Supervisor
GEICO
Fredericksburg, VA
01.2007 - 01.2016
- Led a team of six associates, providing oversight of workload and claim quality.
- Reviewed and approved coverage positions, including contract-based analyses, denials, and disclaimers.
- Conducted weekly file audits to ensure compliance with internal standards and regulatory requirements.
- Serve as a monthly arbitrator with Arbitration Forums, hearing and deciding cases.
- Responded to state insurance department/commission complaints and coordinated timely resolutions.
CSR Supervisor
GEICO
Tucson, AZ
01.2006 - 01.2007
- Coached and developed associates to improve performance, technical accuracy, and customer experience.
- Managed staffing and scheduling to meet required call volumes and service levels.
- Performed weekly call monitoring and quality reviews to ensure consistent customer service standards.
Litigation Unit
GEICO
Tucson, AZ
01.2004 - 01.2006
- Adjusted and resolved severe injury and fatality claims within policy limits.
- Handled Underinsured Motorist Bodily Injury (UIMBI) claims through evaluation and settlement.
- Managed litigated claims involving the insured and the company, coordinating strategy with defense counsel through resolution.
BI Adjuster
GEICO
Fredericksburg, VA
01.2001 - 01.2004
- Handled and settled Bodily Injury claims with third party claimants and attorneys.
- Handled and settled Uninsured/Underinsured Motorist claims.
- Resolved disputed liability cases involving injury.
Liability/PIP Adjuster
GEICO
Fredericksburg, VA
01.2000 - 01.2001
- Resolved disputed liability cases.
- Investigated and resolved coverage issues.
- Handled PIP claims/first party medical claims.
CSR Associate
GEICO
Fredericksburg, VA
01.1999 - 01.2000
- Took reports on first notice of losses.
- Resolved undisputed liability claims.
- Handled inquiry calls on claims.
Sales Agent
GEICO
Fredericksburg, VA
01.1998 - 01.1999
- Sold new policies in the over-flow unit, which handled all states.
- Responsible for proper probing to ensure appropriate underwriting decisions on rates.
Education
No Degree - Psychology
Germanna Community College
Spotsylvania, VASkills
- Litigation resolution
- Claims investigations
- Claims file management processes
- File auditing
- Team leadership
- Customer service and support
- Coverage determination
- Coaching and mentoring
Certification
- INS Certificate 2002
- Associate in Claims (AIC) 2004
- Claims Law (CCLP) 2006
- Certified Claims Professional (CPP) 2023
- Advanced Claims Professional (ACP) 2024
- Certified Litigation Management Professional (CLMP) 2025
Timeline
Complex and Litigation Specialist
AMFAM/AFICS
01.2021 - 01.2023
Claims Specialist
MSA/AFICS
01.2018 - 01.2021
General Liability Claims Associate
Berkley Mid-Atlantic Group
01.2017 - 01.2018
Claims Liability and PIP Supervisor
GEICO
01.2007 - 01.2016
CSR Supervisor
GEICO
01.2006 - 01.2007
Litigation Unit
GEICO
01.2004 - 01.2006
BI Adjuster
GEICO
01.2001 - 01.2004
Liability/PIP Adjuster
GEICO
01.2000 - 01.2001
CSR Associate
GEICO
01.1999 - 01.2000
Sales Agent
GEICO
01.1998 - 01.1999
Lead Complex Adjuster
AMFAM/AFICS
2023 - Current
No Degree - Psychology
Germanna Community College
Community Service/Volunteering/Acknowledgments
GEICO, Chairperson, United Way Campaign, Fredericksburg, VA, 2013, 2014, I was named Claims Associate of the Year, Main Street America Group 2019, I was a part of the Covid-19 coverage investigation team with Main Street America 2020, I was elected to be a CMN to assist in the integration and training of our new Enterprise Claim System with MSA and American Family Insurance/Enterprise Claims 2021