Automobile Telephone Claims Representative – II

Portage Mutual Insurance; St. Catharines; Hybrid; CAD 64,000 - 72,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Pension plan

Paid time off

Job summary

Portage Mutual Insurance seeks an Automobile Telephone Claims Representative - II in St. Catharines. The role supports claims operations with investigation, negotiation, and settlement of automobile claims. Hybrid work arrangement, in-office 2-3 days per week.

Ideal candidates have 3-5 years in insurance, strong Microsoft Office skills, and CIP or willingness to pursue. Experience with Guidewire is a plus; HS diploma required with post-secondary preferred.

Qualifications

• 3-5 years experience in the insurance industry or transferable technical position.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Experience with Guidewire Suite is an asset.
• High School diploma required; post-secondary education preferred.

Responsibilities

• Investigate, evaluate, reserve, negotiate, and resolve assigned automobile claims.
• Use remote investigation to gather claim details and statements.
• Communicate coverage decisions to customers and brokers in writing and verbally.
• Identify underwriting concerns and notify underwriting for review.

Skills

3-5 years experience in insurance

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Guidewire Suite

Education

HS Diploma

Post-secondary education

CIP designation

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Guidewire Suite

Job description

About Portage Mutual: Where Your Talent Makes a Difference

Imagine a workplace where your contributions are not only valued but also directly impact the lives of Canadians. At Portage Mutual Insurance, we’re more than just a trusted national property and casualty insurer—we’re a community of passionate individuals dedicated to serving our policyholders since 1884. Owned by our policyholders, we proudly offer competitive home, auto, commercial, and farm insurance products 100% through our broker network across Canada. Join a company rooted in tradition, driven by innovation, and powered by a people-first culture.

Why Portage Mutual?

At Portage Mutual, we believe that our people are our greatest asset. Here, you’ll find:

• Total Rewards: We care about your well-being and financial security. That’s why we offer a competitive salary, incentive plan, comprehensive health benefits, a pension plan and generous paid time off, including personal days.
• Career Growth & Development: Propel your career forward with access to diverse learning resources, tuition reimbursement for relevant programs, and bonuses recognizing your achievements in pursuing insurance designations.
• Flexibility: We support work-life integration by offering a flexible environment where you can choose to live wherever you prefer in Canada. Enjoy the freedom to select remote, in-office, and hybrid work arrangements that best suit your lifestyle.
• Inclusivity and Belonging: Be a part of a supportive and diverse team that embraces your unique perspective and empowers you to succeed. We’re dedicated to creating a workplace where every employee feels welcomed, valued and respected.
• Making a Difference: Find purpose in your career by aligning with an organization that shares your values and is committed to making a difference in the communities we serve.

The Opportunity:

Automobile Telephone Claims Representative - II

As an Automobile Telephone Claims Representative - II, you’ll play a crucial role in supporting our claims operations by:

• Investigating, evaluating, reserving, negotiating, and resolving assigned automobile claims.
• Utilizing remote investigation techniques to gather claim details, secure statements, review estimates, and negotiate fair settlements.
• Communicating coverage decisions clearly to customers and brokers, both verbally and in writing.
• Identifying potential underwriting concerns and promptly notifying the underwriting team for review.
• Partnering closely with customers and service providers to ensure timely and satisfactory claim resolution.

We're looking for a detail-oriented, enthusiastic team player who embodies our company values and is committed to providing top-notch service.

What You’ll Do

• Review new losses and prepare investigation plan.
• Contact the insured to discuss loss details.
• Explain claims process in a clear and concise manner to the policyholder to ensure efficient claims experience.
• Secure recorded statements with policyholders, third parties, independent witnesses and any other stakeholder as necessary.
• Secure photographs, diagrams, and photographs of losses.
• Engage experts (engineers, appraisers, etc.) as needed to assist in determining facts.
• Review complex policy wordings to determine if losses are covered.
• Be aware of and understand trends in legislation and case law that impact coverage.
• Communicate verbally and in writing to policyholders and brokers coverage positions.
• Collect information that assist in determining the scope and estimate of damages.
• Negotiate settlements based on results of loss investigation, coverage analysis and damage assessment within authority limits.

What You’ll Bring

• Minimum of 3-5 years experience in the insurance industry, service industry or transferable technical position (construction, automobile repair, agriculture is desirable).
• Demonstrated skills with Microsoft Suite (Word, Excel, Outlook, Teams).
• Prior experience with Guidewire Suite an asset.
• High School diploma required.
• Post secondary education (business, agriculture, or insurance) preferred.
• CIP or willingness to work towards designation required.

Job Title: Automobile Telephone Claims Representative - II

Reports To: Claims Supervisor

Location: Hybrid - St. Catharines

Salary Range: $64,000 - $72,000

This hybrid position is based in St. Catharines, Ontario in-office 2-3 days per week.

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role and level. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

Ready to Make an Impact?

We value diversity in backgrounds, experiences, and perspectives because the communities we serve are diverse. Rooted in a long-standing commitment to trust, community, and mutual support, Portage Mutual Insurance is proud to foster an inclusive workplace where employees are encouraged to collaborate, learn from one another, and grow together. We are looking for individuals who bring both professional expertise and a genuine commitment to supporting their teammates as we continue to protect what matters most for Canadians.

Portage Mutual Insurance is committed to creating an inclusive and accessible workplace. Accommodations are available throughout the recruitment process upon request. If you require accommodation, we will work with you to ensure a fair and positive candidate experience.

To be considered for this opportunity, candidates must have the legal right to work in Canada. Any employment offer will be conditional upon the successful completion of applicable pre-employment screening requirements.

We thank you for your interest in Portage Mutual Insurance, however, only those selected for an interview will be contacted.