Claims First Response Adjuster

Heartland Mutual Insurance•Waterloo, ON

About The Position

The First Response Claims Adjuster is a frontline Claims role responsible for supporting customers at the earliest stage of the claims process. With a primary focus on Auto Physical Damage and Property claims, this role handles new loss reports, guides customers through next steps, sets up claims accurately, and helps move files forward quickly and effectively.

Requirements

3 to 5 years of experience in claims intake, claims customer service, or similar insurance operations
Auto and Property claims experience strongly preferred
Strong customer service, communication, and organizational skills
Sound judgment and the ability to recognize escalation needs
Strong attention to detail and documentation accuracy
Ability to manage multiple priorities in a high-volume environment

Nice To Haves

Guidewire experience
post-secondary education
CIP or progress toward CIP

Responsibilities

Receive new claim reports and early-stage claim inquiries from customers and other stakeholders
Guide customers through the first stage of the claims process with clarity, professionalism, and empathy
Gather claim details, explain key process steps, and ensure information is captured accurately
Set up claims in the claims system and route them appropriately based on claim type, complexity, and escalation needs
Coordinate early response activities such as rental, repair referrals, emergency service direction, and related follow-up
Monitor incoming documentation, attach records to the correct files, and maintain accurate claim documentation
Identify urgent issues, service risks, or exceptions and escalate them appropriately