Claims Specialist, Personal Lines Auto - Waterloo or Montreal

Zurich Canada; Southwestern Ontario; Hybrid; CAD 48,000 - 70,000; Full time

Job summary

Zurich Canada is seeking Claims Specialists – Personal Lines Auto, based in our Waterloo and Montreal offices. You will be the first point of contact for customers, mainly handling claims by phone with empathy and professionalism.

You will determine liability, verify coverage, and guide clients through the claims process, handling low to moderate complexity cases within your authority. The role supports a hybrid work model with three days in-person per week.

Qualifications

• Experience handling Personal Lines Auto claims by phone
• Strong customer service mindset with empathy and professionalism
• Ability to follow established protocols and guidelines

Responsibilities

• Document claims file by accurately capturing and updating claims data
• Assess liability by gathering facts and applying applicable law
• Verify coverage and determine policy applicability
• Work towards timely resolution by developing case strategy and evaluation
• Establish reserves and review claims within authority limits
• Assess damages and determine compensable amounts
• Negotiate settlements within authority limits
• Maintain quality by following best practices
• Provide proactive communication and responsive service to customers

Skills

Phone communication

Empathy

Professionalism

Claims processing

Negotiation

Job description

The Opportunity
Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada.
If you have experience in Personal Lines Auto claims, and are looking for a new challenge, we would love to hear from you.
Zurich Canada is currently seeking Claims Specialists – Personal Lines Auto, based out of our Waterloo and Montreal offices.
Reporting to the Claims Manager, Auto Personal Lines, you will be the first point of contact for our customers, primarily supporting them by phone. Most of your day will be spent on the phones, responding to calls with empathy and professionalism—guiding customers through the claims process, answering their questions, and managing personal lines claims of low to moderate complexity within your authority. By following established protocols, you’ll ensure claims are handled efficiently and deliver a customer-centric service.
Zurich Canada uses artificial intelligence–enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals.
Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.
Note: The Waterloo office will be relocating to our new Kitchener office when it opens in early 2027.
What you will do

• Document claims file by accurately capturing and updating claims data/information in compliance with best practices for low to moderate exposure and complexity personal lines claims.
• Exercise judgement to determine liability by gathering and analyzing relevant facts; utilizing applicable law; establishing basic principles of negligence.
• Exercise judgment to determine policy verification and coverage determination by analyzing applicable coverage for claims and determining whether the loss falls within the coverage.
• Work to have a timely resolution to claims by developing case strategy; developing a case evaluation; escalating issues as appropriate.
• Establish timely reserves and perform ongoing review throughout claims cycle within authority limit by estimating and validating value of claims.
• Assess damages by calculating applicable damages or range of damages allowed by law.
• Negotiate settlement of claim by establishing appropriate negotiation strategy and utilizing available tools and resources within authority limits.
• Meet quality standards by following best practices.
• Ensure customer service by proactively communicating information; responding to inquiries