The posting
Job Description
The Opportunity
If you're an experienced claims professional who enjoys solving complex problems, influencing outcomes through skilled negotiation, and making a meaningful impact on claim results, we'd love to hear from you.
We're looking for a Senior Claims Representative to join our Auto Claims team in a specialized role focused on the investigation, negotiation, and resolution of towing and storage charges across North America. This is an opportunity to apply your claims expertise in a highly collaborative environment where your judgment, analytical thinking, and negotiation skills directly contribute to better customer and business outcomes.
As a trusted partner to our national Auto Claims teams, you'll take ownership of complex first-party automobile claims involving towing and storage expenses. You'll conduct thorough investigations, navigate provincial legislation and industry practices, engage with service providers, and negotiate fair, timely resolutions that support positive customer outcomes.
This position is ideal for someone who enjoys digging beneath the surface of a claim, identifying opportunities to optimize claim costs while ensuring fair, customer-focused outcomes, and confidently navigating challenging negotiations. You'll have the autonomy to make informed decisions, the support of a collaborative team, and the opportunity to build expertise in a unique and highly specialized area of claims.
Success in this role comes from being naturally curious, solutions-focused, and energized by finding practical resolutions to complex situations. Your ability to build relationships, influence outcomes, and think strategically will be highly valued.
What to Expect
- Manage, investigate, and resolve complex claims regarding the towing and storage of vehicles across North America.
- Negotiate towing fees, vehicle releases, and settlements to achieve fair, timely, and cost-effective claim resolutions.
- Act in a critical support function, providing guidance, coaching, and mentoring to Auto Claims teams on complex towing and storage matters.
- Confidently investigate claims for potential fraud indicators, liaising closely with stakeholders, internal/external legal partners, and towing vendors.
- Continuously learn, interpret, and apply policy wordings and governing provincial regulations, such as Ontario’s Towing and Storage Safety and Enforcement Act (TSSEA) and other applicable regulations.
- Spot gaps in delays and proactively find efficient ways to resolve issues or disputes quickly.
- Conduct thorough claims reviews and maintain detailed file records using appropriate claims systems and vendor portals.
- Provide prompt, courteous, accurate, and fair claims service to all customers, internal staff, and external parties.
- Participate in ad-hoc work and co-facilitate training with the Learning and Development team on best practices and cost mitigation strategies for the broader Auto Claims teams.
What You Bring
- A University degree, a College diploma in a related field, or a completed CIP designation.
- A minimum of 2 years of prior claims adjusting experience.
- Hands-on experience handling personal auto claims for drivable/non-drivable/non-repairable/total loss vehicles, as well as commercial claims.
- Previous work experience handling Bodily Injury claims is considered an asset.
- A legal background is considered a strong asset.
- A true passion for negotiation, conflict resolution, and finding creative solutions to complex disputes and reasonable settlements.
- Strong analytical and decision-making skills with the ability to remain calm under pressure in a busy, fast-paced environment.
- High adaptability, a strong desire to support team members and contribute to the improvement of operational efficiencies.
- Experience using claims systems (e.g., Guidewire ClaimCenter, PolicyCenter, AudaTarget, Audatex Qapter, Mitchell, CROMS, etc.).
- Proficiency in Microsoft Office programs (Outlook, Word, Excel).
- Exceptional verbal and written communication skills.
- Bilingual in French and multilingual in other languages is considered a strong 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.
Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. 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.
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 [email protected].
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).
#LI-Hybrid
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.
