Robert Brock
Gordonsville,VA
Summary
Results-driven auto claim professional with over 11 years of focus on enhancing overall efficiency in daily operations, problem resolution, and outstanding customer service experience. Documented delivery of researching and resolving complex claim issues.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Auto Claims Specialist
State Farm
Remote- Charlottesville, VA
01.2014 - 11.2025
- Reviewed auto insurance claims for accuracy and completeness.
- Communicated with clients to gather necessary information for claim processing.
- Coordinated with repair shops and adjusters to assess vehicle damage.
- Collaborated with adjusters, attorneys and other professionals regarding resolution of auto insurance cases.
- Evaluated new technologies that could improve efficiency of the auto insurance claim process.
- Developed strategies for improving efficiency within the department while maintaining high standards of customer service.
- Maintained up-to-date knowledge of insurance regulations and industry standards.
- Provided excellent customer service to claimants throughout the claims process.
- Identified trends in auto insurance fraud through analysis of data collected from past cases.
- Analyzed customer claims and determined coverage eligibility.
- Documented all claim activities thoroughly in company systems for audit and compliance purposes.
- Coordinated with body shops and repair professionals to validate repair costs and methods.
- Investigated auto accident claims to determine liability and coverage.
- Evaluated extent of damage and documented findings.
- Presented claims to insurance companies.
- Conducted interviews with claimants as needed to obtain additional information on their auto insurance claims.
- Assisted with resolving difficult or complex claims issues.
- Reviewed policy documents to ensure accuracy of information.
- Researched, gathered and maintained records related to auto insurance claims.
- Determined cause and extent of damages by investigating claims with underwriters and insurance agents in field.
- Utilized claims software and databases for tracking and managing active claims.
- Performed detailed analysis of complex claims to determine appropriate course of action.
- Ensured compliance with internal controls, policies, and procedures in the handling of claims.
- Developed and maintained professional relationships with external partners, including tow companies and rental agencies.
- Reviewed and interpreted police reports and witness statements to establish facts of claims.
- Communicated effectively with policyholders, explaining claim processes and decisions clearly.
- Provided exceptional customer service, addressing concerns and questions promptly.
- Maintained up-to-date knowledge of state regulatory requirements affecting auto claims handling.
- Interpreted policy language to apply appropriate coverages and exclusions in claim decisions.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Collaborated with fellow team members to manage large volume of claims.
- Served as subject matter expert for non-standard coverage questions, property damage, and collision.
Education
Some College (No Degree) - Arts
Virginia State University
Petersburg, VAStrayer University
Remote LocationSkills
- Claims analysis
- Coverage evaluation
- Fraud detection
- Document management
- Claims software
- Customer relationship management
- Policy interpretation
- Compliance assurance
- Effective communication
- Problem solving
- Attention to detail
- Decision making
- Conflict resolution
- Multitasking
- Time management
- Friendly, positive attitude
- MS office
- Written communication
Certification
Florida Claim Adjusters License
Timeline
Auto Claims Specialist
State Farm
01.2014 - 11.2025
Some College (No Degree) - Arts
Virginia State University
Strayer University