Adjuster Level II, Auto Physical Damage Claims

Heartland Mutual Insurance•Waterloo, ON

2d•CA$50,000 - CA$75,000

About The Position

This role is responsible for managing a wide range of auto damage claims with moderate complexity. This includes both drivable and non-drivable 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. The role offers continuous development opportunities with 5–10% of assigned files considered stretch files to support professional growth.

Requirements

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.

Nice To Haves

CIP designation in progress

Responsibilities

Independently manage drivable and non-drivable auto claims, including collision, comprehensive, theft, and weather-related losses.
Investigate, evaluate, and resolve claims with a focus on efficient and 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.
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.
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.
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.
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.
Participate in catastrophe response by triaging and managing claims in surge environments.