Adjuster Level II, Auto Physical Damage Claims – Waterloo, Ontario
Located in Ontario and Nova Scotia, Heartland Mutual Insurance strives to be the Best Mutual. Our team of talented and dedicated professionals challenge the norm and strive to be extraordinary. It’s all about fulfilling our promise with a personal approach. With our team, you’ll bring this purpose to life every day by living our values, being open to change, and pursuing your career aspirations.
We’re looking for a skilled and customer-focused Claims Adjuster II to join our Team!
This role is responsible for managing a wide range of auto damage claims with moderate complexity. This includes both drivable and non-drivable losses, as well as unlisted driver claims where no escalation criteria are triggered. The role requires strong technical knowledge, customer service skills, and the ability to recognize when files must be escalated. The role offers continuous development opportunities with 5–10% of assigned files considered stretch files to support professional growth.
What you will do…
Auto Physical Damage Claims Management:
- Independently manage drivable and non-drivable auto claims, including collision, comprehensive, theft, and weather-related losses.
- Investigate, evaluate, and resolve claims with a focus on efficient and fair outcomes.
- Handle unlisted driver claims within authority, escalating when required per guidelines.
- Identify and escalate claims involving injury or third-party property damage for appropriate reassignment or consultation.
- Ensure timely and accurate reserving of all claims in accordance with Heartland’s standards and financial guidelines.
- Proactively settle total loss claims and issue settlement offers on the same day appraisal approvals are received.
Vendor and Repair Network Coordination:
- Work collabwith appraisers, who are responsible for developing repair estimates and confirming accurate scoping and pricing with vendors.
- Coordinate with repair shops to manage and optimize rental vehicle usage.
- Liaise with rental companies to ensure use of LKQ (Like Kind and Quality) vehicles and control both cost and duration of rental.
- Manage timely release of vehicles from tow, storage, and salvage providers to reduce cost exposure.
File Documentation and Regulatory Compliance:
- Maintain detailed file documentation that meets internal quality standards and industry regulations.
- Ensure proper reserve setting and timely claim settlement in alignment with financial and compliance expectations.
Customer, Broker, and Stakeholder Communication
- Communicate claim outcomes and next steps clearly and professionally to policyholders, brokers, Agents, and DSC staff.
- Provide consistent updates and manage expectations through all stages of the claim.
Escalation and Risk Identification:
- Identify and escalate files with potential fraud, litigation, or off-coverage positions.
- Collaborate with Senior Adjusters, the QA Specialist, and the Recovery team when file complexity exceeds scope.
CAT Support and Stretch Development:
- Participate in catastrophe response by triaging and managing claims in surge environments.
What you will bring…
Education and Experience:
- 2-4 years of auto claims adjusting experience.
- Post-secondary education in Insurance, Business, or related field; CIP designation in progress preferred.
Technical Skills & Knowledge:
- Proficient understanding of auto claims processes, vendor collaboration, and cost control measures.
- Familiarity with claims management systems and digital file documentation tools.
Competencies:
- Strong decision-making and investigative abilities.
- Excellent verbal and written communication skills.
- High attention to detail and organizational skills.
- Customer-first mindset with professional and empathetic communication.
What’s in it for you…
Join a Supportive Team: Be part of a collaborative, high-performing team that values knowledge sharing, mentorship, and celebrating wins together.
Comprehensive Total Rewards: Enjoy a competitive compensation package, including health and wellness benefits, pension plan, paid time off, and more.
Make an Impact: Play a key role in helping customers navigate challenging situations with empathy and expertise.
Inclusive Culture: Work in an environment that embraces diversity, equity, inclusion, and belonging.
Intrigued? We can’t wait to hear from you!
If you have the qualifications we are seeking and would thrive in a work environment where you are valued and respected, please apply! Accommodations are available on request for candidates taking part in all aspects of the selection process.
A Place Where YOU Can Make a Difference! Proudly Canadian. Mutually Owned.
Senior Field Adjuster, Property Claims – Waterloo, Ontario
Located in Ontario and Nova Scotia, Heartland Mutual Insurance strives to be the Best Mutual. Our team of talented and dedicated professionals challenge the norm and strive to be extraordinary. It’s all about fulfilling our promise with a personal approach. With our team, you’ll bring this purpose to life every day by living our values, being open to change, and pursuing your career aspirations.
Heartland Mutual Insurance has an excellent opportunity in our Claims department for a Senior Field Adjuster, Property Claims.
What you will do…
- Investigate complex losses through assessing severe property damage, documenting scenes with photos and diagrams, identifying origin/cause, and preparing detailed estimates.
- Oversee high-value residential, commercial, and farm claims, set reserves, and negotiate settlements.
- Be the key liaison for high-severity claims with brokers, agents, and vendors, communicating empathetically and professionally with policyholders.
- Coordinate with external vendors and legal professionals as needed for expert input and dispute resolution.
- Share expertise with colleagues, mentor on complex losses, and collaborate with internal stakeholders to align field practices with company standards.
- Act as a frontline leader during catastrophe response situations, conducting urgent site inspections, supporting team triage, and participating in CAT readiness planning.
- Meet all regulatory and privacy requirements for claims handling and recommend process improvements for efficiency and accuracy.
What you will bring…
- 7-10 years of experience in property claims adjusting, with a focus on large or complex field losses.
- Post-secondary education in Insurance, Construction, or related field; CIP designation strongly preferred.
- Expert-level understanding of property construction, restoration practices, estimating software (especially Xactimate), and building code considerations.
- Proficient in digital field tools, mobile documentation apps, and claims management systems.
- Exceptional investigative, analytical, and problem-solving skills.
- Strong communication and interpersonal abilities with a customer-first mindset.
- Ability to work independently, manage multiple priorities, and travel extensively within the service region.
- High degree of professionalism, discretion, and technical leadership.
What we offer….
In return, we’ll give you countless opportunities to learn and grow. You’ll be empowered to be your best self, do your best work, and make a meaningful impact. Here, you can help shape the future of insurance, win as a team, and grow with us.
At Heartland our benefits are great and include not only health and dental coverage, but also a generous pension plan. All staff members share in our company’s success through our incentive plan.
Intrigued? We can’t wait to hear from you!
If you have the qualifications we are seeking and would thrive in a work environment where you are valued and respected, please apply! Accommodations are available on request for candidates taking part in all aspects of the selection process.
A Place Where YOU Can Make a Difference! Proudly Canadian. Mutually Owned.
Adjuster Level III, Auto Physical Damage Claims – Waterloo, Ontario
Located in Ontario and Nova Scotia, Heartland Mutual Insurance strives to be the Best Mutual. Our team of talented and dedicated professionals challenge the norm and strive to be extraordinary. It’s all about fulfilling our promise with a personal approach. With our team, you’ll bring this purpose to life every day by living our values, being open to change, and pursuing your career aspirations.
Heartland Mutual Insurance has an excellent opportunity in our Claims Department for a Adjuster Level III, Auto Physical Damage Claims – Waterloo, Ontario.
What you will do…
- Handle complex auto claims, including large losses, multi-vehicle incidents, theft, and unlisted driver cases with significant exposure.
- Collaborate with the Senior Special Investigator on potential fraud concerns and escalations.
- Coordinate with appraisers, vendors, and rental providers to manage claim costs and timelines.
- Oversee rental optimization, LKQ vehicle use, and efficient vehicle release from tow, storage, and salvage vendors.
- Accurately reserve all files and issue same-day settlement offers following appraisal approval on total losses.
- Act as a mentor and technical resource for Level II Adjusters.
- Provide frontline feedback to the QA Specialist and Training Lead to improve workflow, documentation, and team performance.
- Participate in catastrophe (CAT) response and manage a portion of stretch or developmental files.
What you will bring…
- 4–6 years of experience in auto claims handling with increasing complexity.
- Post-secondary education in Insurance, Business, or a related field; CIP designation preferred.
- Advanced knowledge of auto claims adjusting, estimating, vendor coordination, and policy interpretation.
- Strong organizational, leadership, and mentoring skills.
- Excellent communication and conflict resolution abilities.
- A proactive, professional approach with a commitment to delivering exceptional customer service.
What we offer…
In return, we’ll give you countless opportunities to learn and grow. You’ll be empowered to be your best self, do your best work, and make a meaningful impact. Here, you can help shape the future of insurance, win as a team, and grow with us.
At Heartland our benefits are great and include not only health and dental coverage, but also a generous pension plan. All staff members share in our company’s success through our incentive plan. And with our hybrid work model, you get the best of both worlds – the ability to collaborate and connect with great colleagues and to enjoy the benefits of working from home.
Intrigued? We can’t wait to hear from you!
If you have the qualifications we are seeking and would thrive in a work environment where you are valued and respected, please apply! Accommodations are available on request for candidates taking part in all aspects of the selection process.
A Place Where YOU Can Make a Difference! Proudly Canadian. Mutually Owned.