Major Case Specialist, Liability

570 The Dominion of Canada General; Calgary; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading insurance company is seeking a seasoned claims professional to investigate and manage serious and complex claims. The ideal candidate will have extensive experience in claims handling, excellent negotiation skills, and a deep understanding of various business line products. This role offers the opportunity to provide superior customer service while engaging in indemnity and expense management, ensuring compliance with best practices.

Benefits

Health Insurance

Retirement Contributions

Paid Time Off

Wellness Program

Volunteer Programs

Qualifications

• 10+ years claim handling experience, with 5-7 years handling serious injury and complex liability claims.
• Deep knowledge of various business line products and advanced coverage analysis skills.
• Ability to make independent decisions and strong technology skills.

Responsibilities

• Investigate and manage severe and complex claims directly.
• Provide quality customer service and timely coverage analysis.
• Negotiate claims dispositions with insureds and claimants.

Skills

Negotiation

Customer Service

Claims Analysis

Litigation Management

Communication

Education

College degree or equivalent experience

High School Diploma or GED

Tools

Microsoft Office

Web Applications

Job description

Solid reputation, passionate people and endless opportunities. That’s Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers – and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Job Category

Claim

Target Openings

What Is the Opportunity?

Investigate, evaluate, reserve, negotiate and resolve assigned serious and complex claims in accordance with Best Practices. Provide quality claim handling and superior customer service on assigned claims, while engaging in indemnity & expense management. Promptly manage claims by completing essential functions including contacts, investigation, damages development, evaluation, reserving, litigation management, and disposition. Serve as an expert technical resource to other claim professionals, business partners, customers, and stakeholders as appropriate or required.

What Will You Do?

1. Business Processes :
2. Handle assigned severe and/or complex claims directly.
3. Provide quality customer service, ensure timely coverage analysis, and communicate with insureds based on policy information and case facts.
4. Consult with Manager on the use of Claim Coverage Counsel as needed.
5. Investigate each claim through prompt contact with policyholders, claimants, law enforcement, witnesses, medical providers, and experts to determine liability, damages, and contribution potential.
6. Interview witnesses and stakeholders, taking statements as appropriate.
7. Conduct outside investigations as needed.
8. Engage internal and external resources like Subro, Risk Control, nurse consultants, and investigators to evaluate claims.
9. Verify injury or property damage by reviewing records and damages documentation.
10. Maintain and document claim activities in accordance with procedures.
11. Use evaluation tools per department guidelines.
12. Review CFAs for quality standards and trends.
13. Manage diaries to ensure timely claims handling.
14. Evaluate liability & damages exposure periodically.
15. Establish and maintain appropriate reserves.

Business Partnership Duties :

1. Guide underwriting partners on loss reserves.
2. Recommend cases for discussion at roundtables.
3. Participate in or present at collaboration meetings for improved payout strategies.
4. Share expertise and knowledge of resolution techniques.
5. Apply claim quality protocols and document deviations.
6. Attend legal proceedings as needed.
7. Update parties with new facts and their impact on liability and settlement.
8. Transfer severity/complexity cases to higher-level professionals timely.
9. Handle personal and confidential information appropriately.

Customer Service :

1. Develop creative resolution strategies.
2. Promptly and properly dispose of claims within authority.
3. Negotiate claims dispositions with insureds and claimants or legal reps.
4. Identify and implement alternative resolution methods.
5. Manage litigated claims, develop litigation plans, and oversee legal expenses.
6. Manage legal expenses and claim outcomes efficiently.
7. Use innovative techniques for expense and outcome management.
8. Fulfill service commitments for specific accounts.
9. Communicate with agents and brokers as per instructions.
10. Represent the company in legal proceedings and act within professional guidelines and laws.
11. Mentor and coach less experienced claim professionals.
12. Share accountability with partners for quality results.
13. Evaluate recovery potential and direct recovery efforts.
14. Research legal trends and communicate findings to support underwriting and management decisions.
15. Assist in marketing and account-contact efforts if needed.
16. Participate in file quality reviews periodically.
17. Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• College degree or equivalent experience.
• 10+ years claim handling, with 5-7 years handling serious injury and complex liability claims.
• Deep knowledge of various business line products.
• Excellent negotiation and customer service skills.
• Advanced coverage, liability, damages analysis skills, and litigation management expertise in Canadian jurisdictions.
• Extensive claim and legal experience with technical evaluation skills.
• Ability to make independent decisions on most cases.
• Openness to ideas, active solicitation of input, and sharing of ideas.
• Thorough understanding of commercial lines policies and claims practices.
• Strong coaching, influence, and persuasion skills.
• Excellent communication skills to interpret and convey complex data simply.
• Adaptability to support cultural change.
• Strong technology skills; ability to use business tools effectively.
• Possibly required to obtain and maintain insurance licenses within three months of start date.

What is a Must Have?

• High School Diploma or GED with at least 4 years claim handling experience.
• Experience with computer technology such as Microsoft Office, email, web applications, and databases.
• Ability to perform numerical calculations accurately.
• Insurance License(s) may be required and must be maintained.
• Must secure and maintain a company credit card if required.

What Is in It for You?

• Health Insurance: Coverage from day one for employees and eligible family members.
• Retirement: Core contribution of 3% to DPSP plus matching up to 5% of base pay.
• Paid Time Off: Starting at 20 days PTO, up to 36 days with purchase options, plus 12 paid holidays.
• Wellness Program: Resources and tools to support health and mental well-being.
• Volunteer Encouragement: Programs for charitable giving and volunteering.

Equal Employment Opportunity Statement

Travelers is an equal opportunity employer committed to providing accommodations for persons with disabilities. Contact us if you require assistance during the recruitment process.