Claims Supervisor, Personal Injury Protection

Claims Supervisor, Presonal Injury Protection Buffalo, NY Hybrid Work Schedule Merchants Insurance Group, a Northeast leader in Property and Casualty Insurance, has an exciting and rewarding career opportunity for a Claims Supervisor, Personal Injury Protection (PIP) to join our collaborative and dynamic Claims team in our Corporate Headquarters located in Buffalo, NY. The Claims Supervisor, PIP is responsible for leading and mentoring a team of talented claim professionals handling personal injury protection/No-Fault claims. Merchants Insurance Group is rated A- (Excellent) with a stable outlook by A.M. Best and is consistently recognized as a top employer and high-performing organization. Recent honors include: Best Places to Work in Western New York (Buffalo Business First, 2023–2026) Fast Track Company (2019–2025) and Top Private Company (2019–2025) Ward’s 50® top-performing property-casualty insurer (2021–2024) Ivans Spark Award for Innovation (2024–2025) Named to Newsweek and Statista’s America’s Most Reliable Companies list (2025), ranked among the top 300 of 1,500 B2B organizations evaluated We offer a hybrid work schedule, requiring two full days per week in the office, with flexibility to work remotely or in office the remaining days. This model supports collaboration while providing flexibility and work-life balance. Essential Duties and Responsibilities include, but are not limited to: Responsible for the daily management of the Personal Injury Protection/No-Fault Claims team to ensure claims are handled accurately, efficiently, and in accordance with applicable state statutes, regulations, company policies, and established claims best practices. Responsible for developing colleagues, identifying operational and claim trends, managing escalated matters, and implementing strategies that improve quality, productivity, customer experience, and overall claim outcomes. Provides technical guidance on complex claims involving coverage, eligibility, priority of payment, medical causation, medical necessity, wage loss, statutory benefits, and other PIP/No-Fault issues. Review complex, high exposure, litigated, arbitrated, or escalated claims and provide appropriate direction. Monitor pending inventories, claim aging, diaries, cycle times, closures, reserves, and workload distribution. Implement measures to control indemnity costs and all associated allocated and unallocated loss adjustment expenses incurred by unit including adherence to company budget guidelines. Responsible for auditing claim files, implementing processes and procedures, and providing input for performance management purposes. Partner with internal and external counsel to establish appropriate strategies and achieve effective claim outcomes. Oversee appropriate utilization of medical bill review, independent medical examinations, peer reviews, investigations, and other PIP-related services. Qualifications & Skills: Qualified candidates will have a Bachelor’s degree or equivalent combination of education and relevant insurance claims experience preferred. Minimum of 5 years of progressively responsible claims experience, with significant experience handling PIP/No-Fault or casualty claims preferred. Prior supervisory, team lead, mentoring, or demonstrated leadership experience are strongly preferred. Strong knowledge of applicable PIP/No-Fault statutes, regulations, claims practices, and regulatory requirements. Appropriate state adjuster licenses must be obtained and maintained where required. Strong leadership, coaching, and employee-development capabilities. Advanced knowledge of PIP/No-Fault claim investigation, evaluation, medical management, coverage, and resolution. Strong decision-making, problem-solving, and critical-thinking skills. Ability to effectively manage competing priorities in a high-volume claim environment. Strong written and verbal communication skills. Demonstrated ability to manage difficult conversations and resolve escalated issues. Strong organizational and time-management skills. Merchants Insurance Group Pay information: Merchants Insurance Group offers a competitive pay scale. The estimated salary for this role ranges from $85,000 - $115,000 based on leveling and geography, along with an equity component and a comprehensive benefits package. This range is merely an estimate; actual compensation may deviate from this range based on skills, experience and qualifications. Merchants Insurance Group Benefits: Welcoming and positive work environment Hybrid work schedule. Hybrid work schedule. The Hybrid work schedule will require 2 full days per week in the office, with the option to work the remaining days per month at home or in the office. Flexible work arrangements, including flex scheduling and summer hours Competitive pay scale Generous paid time off package Full Benefits: Health, Dental, Vision, Life Insurance, Short Term Disability, 401(k) employer match amount is 100% up to 6% of your annual contributions. You are immediately 100% vested in the employer match dollars. Outstanding company bonus program Tuition Reimbursement And many more exciting company benefits!! Merchants Insurance Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Merchants Insurance Group supports a safe workplace through pre-employment background screenings.