Adjuster Level II, Accident Benefits Claims

Heartland Mutual Insurance•Waterloo, ON

2d•CA$62,000 - CA$93,000•Onsite

About The Position

The Adjuster Level II, Accident Benefits Claims, is responsible for managing a range of injury claims under the Statutory Accident Benefits Schedule (SABS) with moderate complexity. This includes handling Minor Injury Guideline (MIG) claims with and without specified benefits and certain non-complex priority disputes. The role supports the development of strong technical skills while also contributing to early investigations of potential fraud and identifying opportunities for priority and loss transfer reviews. This role is designed to bridge foundational and advanced claims handling, offering stretch development files (5–10%) to prepare for Level III responsibilities.

Requirements

2–4 years of Accident Benefits adjusting experience.
Post-secondary education in Insurance, Business, or a related field; CIP designation in progress preferred.
Proficient understanding of the SABS framework, injury claim management, and specified benefits.
Familiarity with claims systems, insurer assessments, and medical provider protocols.
Analytical thinking and confident decision-making.
Excellent interpersonal, organizational, and time management skills.
Professionalism, discretion, and ability to manage sensitive, confidential information.
A strong commitment to continuous learning, collaboration, and customer service excellence.

Nice To Haves

CIP designation in progress preferred

Responsibilities

Independently manage MIG claims, including those with specified benefits such as income replacement, medical, and rehabilitation benefits.
Handle non-complex priority disputes, providing clear documentation and supporting analysis.
Ensure timely adjudication of benefits, reserving accuracy, and compliance with SABS timelines.
Maintain professional and empathetic communication with claimants, medical providers, legal representatives, and internal partners.
Coordinate assessments, monitor treatment plans, and follow up on insurer examinations and independent evaluations.
Maintain thorough, accurate file notes and documentation in accordance with regulatory and organizational standards.
Identify potential indicators of fraud and work collaboratively with the Senior Special Investigator as required.
Escalate files with complexity beyond scope or where annuity settlements or catastrophic impairment assessments are involved.
Support junior team members and coordinate with Appraisers, Legal Counsel, and Medical Consultants.
Communicate effectively with Brokers, Agents, and Direct Sales Center staff to ensure seamless claims experience.
Handle 5–10% of stretch files to support development toward Level III responsibilities.
Participate in training sessions, feedback loops, and quality assurance reviews.
Adhere to all applicable legislation, including SABS and privacy requirements.
Complete Priority and Loss Transfer Reviews in accordance with department expectations.
Contribute process feedback to help improve operational effectiveness and customer outcomes.