Monica Ely

Auto Claim Specialist

State Farm Insurance Inc

Bloomington, IL

10.1988 - 04.2025

Received incoming calls from insureds or claimants seeking assistance with their auto claims.
Investigated auto insurance claims to ensure accuracy and completeness of information.
Reviewed automobile policy coverage and determined benefits for claimants.
Coordinated with third party vendors such as appraisers or adjusters to resolve complex issues within a timely manner.
Collaborated with medical professionals to assess injury claims and determine settlement amounts.
Researched medical records to evaluate medical necessity for payment of claims related to injury cases.
Assessed damage estimates by reviewing repair bills from body shops or mechanics.
Provided exceptional customer service, addressing concerns and questions promptly.
Negotiated settlements with claimants, attorneys and other parties involved in the claim process.
Corresponded with claimants via mail or email regarding questions about their auto insurance claim.
Managed heavy workload of ongoing cases thanks to strong organizational, time management, and collaboration skills.
Advised customers on the progress of their claim status throughout the duration of the claim process.
Coordinated direct repair assignments with local body shops and rental vehicles during restoration processes.
Reviewed and interpreted police reports and witness statements to establish facts of claims.
Provided customer service to policyholders regarding their auto claims inquiries or concerns.
Documented all claim activities thoroughly in company systems for audit and compliance purposes.
Reviews and adjusts claims by claim processing guidelines.
Communicated effectively with policyholders, explaining claim processes and decisions clearly.
Calculated loss reserves based on estimated costs for future payments associated with a claim.
Provided policyholders with advice regarding vehicle repairs and body shop procedures to maximize customer satisfaction.
Managed workload to ensure timely follow-up and resolution of all assigned claims.
Utilized claims software and databases for tracking and managing active claims.
Investigated auto accident claims to determine liability and coverage.
Analyzed accident reports to determine liability and damages in accordance with applicable laws.

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