Adjuster Level II, Auto Physical Damage Claims

At Heartland Mutual Insurance, we're more than just a company — we're a community.

Proudly rooted in Ontario and Nova Scotia, we're driven by a bold vision: to be the Best Mutual. Our team of passionate professionals doesn't just follow the norm — we challenge it. We think differently, aim high, and deliver on our promise with a personal touch.

Here, you'll be part of a culture that values authenticity, embraces change, and empowers you to make a meaningful impact every day. Together, we bring our purpose to life by living our values and putting people first.

Adjuster Level II, Auto Physical Damage Claims - Waterloo, Ontario

The Adjuster Level II, Auto Physical Damage Claims, is responsible for managing a wide range of auto damage claims with moderate complexity. This includes both driveable and non-driveable losses, as well as unlisted driver claims where no escalation criteria are triggered. The role requires strong technical knowledge, customer service skills, and the ability to recognize when files must be escalated due to severity, coverage complexity, or potential fraud. The role offers continuous development opportunities with 5–10% of assigned files considered stretch files to support professional growth.

What you'll do...
 
Auto Physical Damage Claims Management:

• Independently manage driveable and non-driveable auto claims, including collision, comprehensive, theft, and weather-related losses.
• Investigate, evaluate, and resolve claims with a focus on efficient, fair outcomes.
• Handle unlisted driver claims within authority, escalating when required per guidelines.
• Identify and escalate claims involving injury or third-party property damage for appropriate reassignment or consultation.
• Ensure timely and accurate reserving of all claims in accordance with Heartland's standards and financial guidelines.
• Proactively settle total loss claims and issue settlement offers on the same day appraisal approvals are received.

Vendor and Repair Network Coordination:

• Work collaboratively with appraisers, who are responsible for developing repair estimates and confirming accurate scoping and pricing with vendors.
• Coordinate with repair shops to manage and optimize rental vehicle usage.
• Liaise with rental companies to ensure use of LKQ (Like Kind and Quality) vehicles and control both cost and duration of rental.
• Manage timely release of vehicles from tow, storage, and salvage providers to reduce cost exposure.

File Documentation and Regulatory Compliance:

• Maintain detailed file documentation that meets internal quality standards and industry regulations.
• Ensure proper reserve setting and timely claim settlement in alignment with financial and compliance expectations.

Customer, Broker, and Stakeholder Communication:

• Communicate claim outcomes and next steps clearly and professionally to policyholders, brokers, Agents, and DSC staff.
• Provide consistent updates and manage expectations through all stages of the claim.

Escalation and Risk Identification:

• Identify and escalate files with potential fraud, litigation, or off-coverage positions.
• Collaborate with Senior Adjusters, the QA Specialist, and the Recovery team when file complexity exceeds scope.

CAT Support and Stretch Development:

• Participate in catastrophe response by triaging and managing claims in surge environments.
• Handle 5–10% of stretch files to support advancement into more senior adjusting roles.

 
What you'll bring...

• 2–4 years of auto claims adjusting experience.
• Post-secondary education in Insurance, Business, or related field; CIP designation in progress preferred.
• Proficient understanding of auto claims processes, vendor collaboration, and cost control measures.
• Familiarity with claims management systems and digital file documentation tools.
• Strong decision-making and investigative abilities.
• Excellent verbal and written communication skills.
• High attention to detail and organizational skills.
• Customer-first mindset with professional and empathetic communication.

If you have the qualifications we are seeking and would thrive in a work environment where you are valued and respected, please apply on the company website. Accommodation is available on request for candidates taking part in all aspects of the selection process.

What's in it for You:

• Join a Supportive Team: Be part of a collaborative and high-performing team that values knowledge sharing and celebrating wins together.
• Comprehensive Total Rewards: Enjoy a competitive compensation package, including health and wellness benefits, pension plan, paid time off, and more.
• Career Growth & Development: Take advantage of continuous learning opportunities and stretch assignments.
• Make an Impact: Play a key role in helping customers navigate challenging situations with empathy and expertise.
• Inclusive Culture: Work in an environment that embraces diversity, equity, inclusion and belonging.

At Heartland Mutual Insurance, you're empowered to thrive. Whether it's your career, your well-being, or your future, we've got you covered.

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