Road Claims Representative - lll

Portage Mutual Careers Centre•Winnipeg, MB

4d•CA$76,600 - CA$95,000•Remote

About The Position

Portage Mutual Insurance is a trusted national property and casualty insurer, serving policyholders since 1884. As a policyholder-owned company, they offer competitive home, auto, commercial, and farm insurance products through a broker network across Canada. They pride themselves on a tradition rooted in innovation and a people-first culture. This role is for a Senior Road Claims Representative who will make a meaningful impact by helping customers recover from unexpected losses. The position involves leading on-site investigations, assessing claims, gathering details, taking statements, reviewing scopes, evaluating coverage, guiding customers and brokers, partnering with service providers, and spotting potential underwriting risks. The role also includes supporting colleagues by conducting task investigations for Claims Examiners and Telephone Claims Representatives.

Requirements

7+ years experience in the insurance industry in property claims.
Proficiency in the MS Office Suite (Word, Excel, Outlook, Teams).
Consistent accuracy, thoroughness, and attention to detail.
Ability to work both independently and collaboratively in a dynamic team environment.
Adaptability and a continuous improvement mindset.
CIP or willingness to work towards designation.

Nice To Haves

Prior experience with Guidewire Suite considered an asset.
Post-secondary education preferred.

Responsibilities

Leading on-site investigations to assess fire, water, and weather claims, while gathering details, securing statements, and reviewing scopes to build a complete picture of loss.
Taking ownership of claims by evaluating coverage, determining eligibility, and guiding customers and brokers through clear, empathetic communication – both verbally and in writing.
Partnering with service providers and customers to deliver timely, fair, and satisfactory resolutions.
Spotting potential underwriting risks and collaborating with the underwriting team to ensure proactive decision-making.
Supporting colleagues by conducting task investigations for Claims Examiners and Telephone Claims Representatives, contributing to a collaborative, customer-first claims environment.
Handle high‑value and/or complex claims as assigned, ensuring thorough analysis and appropriate resolution.
Review new losses and prepare investigation plan.
Contact the insured to discuss loss details and arrange inspection appointment.
Attend loss scene to confirm facts of loss through various investigation methods.
Work with policyholder to explain claims process to ensure efficient claims experience.
Secure statements with policyholders, third parties, independent witnesses as necessary.
Secure photographs and diagrams of loss scenes.
Collect evidence to preserve subrogation as necessary.
Engage experts (engineers, appraisers, etc.) as needed to assist in determining facts.
Evaluate liability and identify subrogation opportunities.
Identify salvage opportunities and ensure efficient disposal.
Obtain officials reports- policy, fire and medical providers.
Obtain details of overall risk and relay any potential hazards/concerns to underwriting.
Participate in round table reviews and audit activities when requested to support quality and compliance initiatives.
Provide mentorship and guidance to less experienced team members as required.
Support customer service operations by assisting with customer inquiries and service needs as requested.