Dual Line Adjuster

Definity; Southwestern Ontario; Hybrid; CAD 51,000 - 94,000; Full time

Benefits offered by this job

Hybrid work schedule

Company share ownership program

Incentive plans

Pension and RRSP matching

Volunteer days and donations matching

Tuition assistance

Inclusive & accessibility support

Wellness programs

Discounts on products & services

Job summary

Definity is seeking a Dual Line Claims Adjuster to deliver exceptional service for auto and property claims. You will guide customers through the claims journey with empathy, accuracy, and professionalism, ensuring timely resolution in a fast-paced environment.

Responsibilities include handling auto and property claims from FNOL to resolution, supporting call centre queues, and maintaining clear documentation while meeting performance targets.

Qualifications

• High school diploma required.
• Experience handling property claims to resolution is preferred.
• Experience with auto claims and understanding auto policies is an asset.

Responsibilities

• Investigate and adjudicate auto claims from FNOL to resolution.
• Investigate and adjudicate property claims from FNOL to resolution.
• Support call centre queues and manage customer interactions with empathy.

Skills

Customer service

Communication skills

Calm under pressure

Bilingual (asset)

Availability 8am-7pm EST

Education

High school diploma

University/college CIP asset

Job description

The Opportunity

As a Dual Line Claims Adjuster, you will play a key role in delivering exceptional claims service across both automobile and property lines. Reporting to the Dual Line Claims Team Leader, you will guide customers through the claims journey with empathy, accuracy, and professionalism, ensuring timely claim resolution and a smooth customer experience. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and values empathy in customer interactions.

Job Description

As a Dual Line Claims Adjuster, you will play a key role in delivering exceptional claims service across both automobile and property lines. Reporting to the Dual Line Claims Team Leader, you will guide customers through the claims journey with empathy, accuracy, and professionalism, ensuring timely claim resolution and a smooth customer experience. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and values empathy in customer interactions.

What To Expect

Auto Claims Responsibilities

• Investigate and resolve first-party automobile claims
• Manage auto telephone claims from FNOL to resolution
• Support new and inquiry call centre queues
• Confirm coverage under customer policies and explain the claims process clearly
• Collaborate with customers and preferred vendors to resolve claims efficiently
• Maintain detailed records in internal systems
• Initiate salvage and subrogation procedures on assigned files
• Meet performance targets, including disposition rate and claim volume
• Make appropriate and timely referrals to the subrogation and fraud prevention groups

Property Claims Responsibilities

• Investigate and adjudicate property claims with accuracy and fairness
• Manage property telephone claims from FNOL to resolution
• Support new and inquiry call centre queues
• Coordinate inspections and vendor services as needed
• Ensure timely and thorough documentation of all claim activities
• Communicate coverage details and next steps with clarity and compassion
• Initiate salvage and subrogation procedures on assigned files
• Meet performance targets, including disposition rate and claim volume
• Make appropriate and timely referrals to the subrogation and fraud prevention groups

Customer Experience

• Respond to incoming calls and proactively reach out to customers
• Build trust through active listening and empathetic communication
• Provide clear, supportive guidance throughout the claims process
• Arrange additional services and support as needed

What You Bring

• High school diploma required
• University degree, college diploma, or CIP designation is an asset
• Experience in handling property claims from inception to resolution
• Experience handling auto claims and understanding auto policies is an asset
• Strong customer service or call centre background
• Calm and productive under pressure
• Excellent written and verbal communication skills
• Available to work within the hours of 8:00 am to 7:00 pm EST
• Bilingualism is an asset
• Licensing in New Brunswick, PEI and Newfoundland is an asset

Salary Range: $51,300 - $94,400

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.

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.

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].

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.

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].

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.