Claims Specialist

Cowan Insurance Group is looking for a Claims Specialist to join our Claims team!

This role is reporting to the Manager, Claims. In this role, you will guide clients through the claims process, advocate on their behalf, and work closely with insurers, adjusters and other internal service and sales teams to support fair, timely, and well-communicated outcomes. You are knowledgeable in the personal and commercial lines insurance industry with policies, products and customer service.

• Work with the claims staff, sales & service team, clients, carriers and other stakeholders to ensure a positive outcome for those involved
• Serve as the primary claims contact, providing timely, professional, and empathetic guidance throughout the claims lifecycle
• Manage a varied portfolio of claims, including complex, sensitive, high-severity, and escalated matters
• Explain policy coverage, deductibles, documentation requirements, timelines, and next steps in clear, practical language
• Advocate for clients when claim issues arise, challenging the insurer on decisions when necessary
• Monitor claim activity, maintain regular communication with clients, and follow up with insurers, adjusters, legal counsel, restoration firms, and other service providers as appropriate
• Contribute to process improvements, training, and the consistent application of claims service standards
• Maintain complete, accurate, and timely documentation in the claims management system in accordance with internal standards, privacy obligations, and regulatory requirements
• Provide technical guidance, coaching, and peer support to Claims Representatives and other team members and contribute to training and knowledge-sharing initiatives
• Support the Manager, Claims in a technical capacity and other duties as assigned

• RIBO License is required or the ability to obtain
• A minimum of 5 years experience in insurance, preferably with a claims background
• High School or equivalent, post-secondary education is considered an asset
• In depth knowledge of Personal and Commercial property, auto & liability policies including complex coverages such as Directors & Officers and Errors & Omissions Liability
• Superior leadership skills with the ability to build strong relationships with stakeholders at all levels are essential
• Thrive in a fast-paced environment while handling large and complex files
• A collaborative approach and the ability to build effective relationships with clients, insurers, adjusters, legal counsel, vendors, and internal business partners
• Ability to interpret policy wordings and explain in plain language
• Highly developed customer service & communication skills, with the ability to explain complex matters clearly and respectfully
• Strong organizational and portfolio-management skills, with demonstrated ability to manage competing priorities, deadlines, and service commitments
• Critical thinker with strong client advocacy, negotiation, problem-solving, and conflict-resolution skills
• Ability to host training sessions for staff is an asset
• CAIB or CIP designation (or working towards) would be an asset

Proudly independent and Canadian-owned, Cowan Insurance Group has been a true market leader in the insurance industry since 1927. With an extensive range of product offerings and integrated commercial and personal insurance, group benefits, and wealth management solutions, we provide our clients with outstanding customized, comprehensive insurance and risk management professional advice and placement.

Recognized as one of Canada's Most Admired Cultures and a Canada's Best Managed Companies Platinum Club Member, Cowan Insurance Group's award-winning client-centric approach emphasizes innovation, excellence, and collaboration. Join…