Director, Claims

Title: Director, Claims

Location: Austin, TX / Dallas, TX (Hybrid)

Reporting to: Chief Claims Officer

About Hippo:

Hippo exists to protect the joy of homeownership. We believe that insurance should protect the things you treasure through an intuitive, modern experience. We provide tailored insurance coverage and preventative maintenance plans that keep you protected throughout your homeowner journey. We’ll also help you find coverage for everything life brings—from auto to flood—reimagining how you care for your home.

About This Role:

The Director of Claims is responsible for the operational management and performance of the homeowner insurance claims team. This role ensures claims are handled efficiently, fairly, and in compliance with company standards, regulatory requirements, and policy provisions.

Working closely with senior claims leadership, the Director of Claims supports departmental initiatives, manages daily operations, and leads claims staff to deliver high-quality service and accurate claim outcomes. This role focuses on operational execution, team leadership, and continuous improvement within the claims function.

What You’ll Do:

Operational Management

• Manage the day-to-day operations of the homeowner claims function, including claim intake, investigation, evaluation, settlement, and closure

• Monitor claim handling performance to ensure adherence to company guidelines, regulatory requirements, and service standards

• Track operational metrics such as claim cycle time, severity, leakage, and customer satisfaction

• Identify workflow improvements to enhance efficiency, consistency, and quality in claims handling

• Support catastrophe (CAT) response efforts and surge staffing when needed

Team Leadership

• Supervise claims managers, examiners, and adjusters responsible for handling homeowner claims

• Provide coaching, guidance, and performance management to ensure strong individual and team results

• Assist with hiring, onboarding, and training of claims staff

• Promote a culture of accountability, collaboration, and customer service within the claims team

Customer & Stakeholder Support

• Ensure a high level of service for policyholders, agents, and business partners throughout the claims process

• Assist in resolving escalated claims issues and complex claim disputes

• Collaborate with underwriting, legal, and vendor partners to ensure effective claim resolution

Risk & Compliance

• Ensure claims are handled in accordance with applicable regulations, company policies, and internal audit standards

• Monitor claim quality and support internal audit reviews

• Assist with identifying trends in claim severity, fraud indicators, and litigation exposure

Process Improvement

• Support implementation of claims technology, workflow enhancements, and operational improvements

• Contribute to departmental initiatives designed to improve claim outcomes and operational efficiency

• Participate in KPI tracking and reporting to senior claims leadership

Must Haves:

• Bachelor’s degree

• 7–10 years of progressive claims experience in property insurance

• Prior leadership experience managing claims examiners, adjusters, or supervisors

• Strong experience handling homeowner insurance claims, including complex losses

• Strong operational management and organizational skills

• Effective leadership and team development capabilities

• Solid understanding of property claims investigation, coverage analysis, and settlement practices

• Strong communication, negotiation, and problem-solving skills

• Ability to manage multiple priorities in a fast-paced environment

Nice to Haves:

• CPCU, AIC, or other insurance designations

• Experience managing claims during catastrophe (CAT) events

• Familiarity with modern claims management systems and automation tools

Benefits and Perks:

Hippo treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our Hippos with:

• Relocation Assistance - Support available for qualified candidates relocating to one of our hub locations

• Healthy Hippos Benefits - Multiple medical plans to choose from and 100% employer covered dental & vision plans for our team members and their families. We also offer a 401(k)-retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)

• Equity - This position is eligible for equity compensation

• Training and Career Growth - Training and internal career growth opportunities

• Flexible Time Off - You know when and how you should recharge

• Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers

• Hippo Habitat - Snacks and drinks available and catered lunches for onsite employees

Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.

Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.

Hippo CCPA