Claims Representative, Auto Physical Damage

Definity; Vancouver; Hybrid; CAD 45,000 - 82,000; Full time

Benefits offered by this job

Hybrid work schedule

Company share ownership program

Pension and RRSP matching

Paid volunteer days

Tuition assistance and educational资源

Diversity and inclusion programs

Wellness programs

Product and service discounts

Job summary

Definity is seeking a Claims Investigator to support auto claims by investigating, settling, and managing claims via telephone from intake to resolution. You will ensure accurate records and provide prompt, fair service to customers across Edmonton, Calgary, Vancouver locations.

Responsibilities include interactions with customers and vendors, confirming policy coverage, and processing claims within your authority.

Qualifications

• High school diploma or equivalent required.
• Experience with automobile claims terminology and processes.
• Previous customer service and call centre experience is an asset.
• Excellent keyboarding skills and data entry speed.
• Strong verbal and written communication skills.
• Bilingualism is considered an asset.

Responsibilities

• Investigate and settle first-party automobile claims.
• Provide prompt, courteous, accurate and fair claims service to customers.
• Manage auto telephone claims from intake to resolution.
• Explain the claims process clearly to customers.
• Confirm coverage under customer policies.
• Work with customers and vendors to resolve claims.
• Maintain detailed file records in systems.
• Process claims payments within authority.
• Initiate salvage and subrogation when assigned.
• Meet targets for assigned claims and file disposition.

Skills

Auto claims terminology

Customer service

Call centre experience

Keyboarding speed

Verbal and written communication

Bilingualism (asset)

Education

High school diploma

Job description

Reporting to the Team Leader, this role is responsible for investigating and settling first-party automobile claims, providing prompt and fair service to customers, and managing claims via telephone from intake to resolution while maintaining accurate records.

The Opportunity

Reporting to the Team Leader, this role is responsible for investigating and settling first-party automobile claims, providing prompt and fair service to customers, and managing claims via telephone from intake to resolution while maintaining accurate records.

What To Expect

• Report to the Team Leader and will be responsible for investigating and settling first-party automobile claims.
• Provide prompt, courteous, accurate and fair claims service to all customers, internal and external
• Manage auto telephone claims until they are resolved
• Fully explain the claim process to all customers in a way they’ll easily understand
• Confirm whether claims are covered under a customer’s policy
• Ensure all claims are promptly investigated - Work with the customer and preferred vendors to determine the best way to resolve the claim
• Maintain detailed file records by entering pertinent data into the appropriate systems
• Process claims payments within your authority level
• Initiate salvage and subrogation procedures on assigned claims
• Achieve the targeted number of assigned claims per year, while living our core values and meeting competencies
• Achieve and maintain a file disposition rate of 100% on a monthly basis

What You Bring

• Minimum high school diploma required
• Experience handling automobile with a good understanding of terminology and auto policies
• Previous customer service and call centre experience is a definite asset
• Excellent keyboarding skills and ability to navigate through numerous screens and systems quickly and easily
• Professional, friendly, and courteous to customers
• Able to thrive under pressure and remain calm
• Excellent written and verbal communication skills
• Bilingualism is considered an asset

**This position is also available in our Edmonton, Calgary, and Vancouver offices. **

Salary Range

$45,000 - $82,100

About Us

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement?

We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success. Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [e-mail].

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Go ahead and expect a lot — you deserve it. It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

As part of Definity’s commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Métis, and Inuit peoples who have long cared for these lands.

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).

About The Team

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.