Claims - Adjuster Level II, Property Claims

Heartland Mutual Insurance•Waterloo, ON

23h•CA$56,000 - CA$84,000•Onsite

About The Position

The Adjuster Level 2 – Property Claims is a senior desk-based adjusting role responsible for managing medium to large property losses that require a heightened level of technical analysis, oversight, and coordination. This includes complex water losses, structural damage with partial field involvement, and losses requiring collaboration with Independent Adjusters (IAs), engineers, or vendor partners. This role bridges the progression from Level 1 desk adjusting to field handling, requiring strong judgment, communication, and file leadership skills. The role supports Heartland's customer-first approach while ensuring fair indemnification, cost control, and compliance with internal and regulatory standards.

Requirements

Post-secondary education preferred.
CIP designation or working toward CIP is strongly preferred.
2–4 years of property claims handling experience, ideally in residential or farm losses.
Proven ability to manage moderate to complex claim files with minimal supervision.
Strong working knowledge of property insurance policy forms, exclusions, and endorsements.
Experience with claims systems such as Guidewire; Xactimate familiarity is an asset.
Capable of reading and evaluating contractor scopes, engineering reports, and vendor estimates.
Excellent communication, negotiation, and customer service skills.
Critical thinking and problem-solving orientation.
Ability to prioritize workload independently and manage files to closure within service standards.

Nice To Haves

Xactimate familiarity is an asset.

Responsibilities

Independently manage medium to large residential, farm, and small commercial property losses.
Handle structural claims involving water escape, fire, storm, collapse, or impact damage, including claims requiring collaboration with IAs or partial field support.
Lead file direction and strategy on task-assigned field files, including reserving, contractor scope reviews, and payment authority.
Determine appropriate settlement paths based on policy coverage, site inspections (virtual or assisted), and external input.
Oversee and negotiate contents settlements for insureds, including validation of inventories, depreciation application, and vendor quote review.
Engage directly with insureds to provide education and support in contents submission and evaluation.
Maintain consistency and fairness in valuations while meeting service standards.
Assign and oversee Independent Adjusters and field resources on task-based deployments; ensure timely updates and coordinated resolution.
Review contractor or engineer estimates for appropriateness and accuracy, seeking clarification or challenge where necessary.
Participate in calibration and contractor performance feedback as part of team quality practices.
Set and maintain reserves in accordance with corporate guidelines, adjusting proactively as claim circumstances evolve.
Make timely, appropriate payments based on scope and settlement progress.
Escalate large loss exposures to management for oversight and authority.
Act as the primary point of contact for insureds and brokers on assigned files, delivering proactive, empathetic communication throughout the claim lifecycle.
Manage difficult conversations professionally, particularly around exclusions, depreciation, and co-insurance issues.
Maintain comprehensive file notes, activity logs, and documentation in Guidewire or other systems.
Serve as a technical resource and informal mentor to Level 1 adjusters.
Assist with training and calibration sessions focused on claim complexity, estimating, contents handling, and vendor engagement.
Prepare for transition to field adjusting by building foundational site investigation and contractor negotiation skills.
Participate in catastrophe (CAT) response deployments as required.
May be deployed to the field as secondary support to field adjusting teams during large-scale weather events or HVE scenarios.
Serve as a representative of Heartland at resiliency and resource centers established during major CAT events, providing front-line support to affected customers and communities.