Representative, Auto Claims

Economical is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.
The Opportunity  Are you passionate about helping customers through challenging situations and delivering exceptional service? We are looking for a Claims Representative to join our Auto Claims team. In this role, you will investigate, evaluate, and resolve first‑party automobile claims while providing a positive and seamless experience for our customers.
What to Expect   Report to the Team Leader and will be responsible for investigating and settling first-party automobile claims.
Guide Customers through FNOL by telephone:
Set up the FNOL, sharing contact details and ensuring the customer knows the next steps in their claims journey.
Provide prompt, courteous, accurate and fair claims service to all customers, internal and external.
Taking ownership of each call, handling it until resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed
Fully explain the claim process to all customers in a way they’ll easily understand.
Confirm whether claims are covered under a customer’s policy
Ensure all claims are promptly investigated
Work with the customer and preferred vendors to determine the best way to resolve the claim
Maintain detailed file records by entering pertinent data into the appropriate systems
Process claims payments within your authority level
Initiate salvage and subrogation procedures on assigned claims
Achieve the targeted number of assigned claims per year, while living our core values and meeting competencies
Achieve and maintain a file disposition rate of 100% on a monthly basis.
What You Bring   Minimum high school diploma required
Experience handling automobile with a good understanding of terminology and auto policies
Previous customer service and call centre experience is a definite asset
Excellent keyboarding skills and ability to navigate through numerous screens and systems quickly and easily
Professional, friendly and courteous to customers
Able to thrive under pressure and remain calm
Excellent written and verbal communication skills

*** Our operating hours are between 8 am
-7pm EST**
* Salary Range:$45,000 - $82,100
Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.
This position is being posted to fill an existing vacancy.
Interested in this role, but don’t meet every requirement? We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.
What’s in it for you?
Hybrid work schedule for most roles
Company share ownership program
Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
Pensio…