Claims Manager, Accident Benefits

Claims / Indemnisation Toronto, Ontario

Poste chez Northbridge Insurance

“The Power of Together”

Join Northbridge, a growing dynamic company that has a long and rich Canadian history in providing innovative insurance solutions to customers nationwide.

Northbridge Financial Corporation is a leading commercial property and casualty insurance company that’s been helping protect Canadian businesses for more than 90 years. We’re 100% Canadian!

We offer a wide range of creative solutions to our customers through our Northbridge Insurance, TruShield Insurance and Federated Insurance brands where we strive to create a fair and friendly culture, upheld by the foundation of our five corporate values: respect, passion, connectedness, creativity, and excellence.

By continually striving to challenge the status quo, and by focusing on helping the customers we have the privilege of ensuring we achieve the possibilities of their business, we’ve been able to build our reputation as one of Canada’s largest commercial insurance providers.

To help us continue to build on this success, we’re committed to attracting, developing and retaining the best people.

Be part of a team that’s passionate about making a difference every day, fuelled by our entrepreneurial spirit and where everyone owns a part of our success. Our company has had an amazing journey so far, and our future is full of new possibilities!

Located in the heart of Toronto’s Financial District, our head office is easily accessible by TTC and GO Transit, and within walking distance to the Eaton Centre, Scotiabank Arena, Rogers Centre, and CN Tower. As a national property and casualty commercial insurance provider, we also have offices across Canada.

Position Summary 

The Claims Manager is responsible for the coaching and management of claims staff and ensuring efficient, prompt, and courteous service to claimants, insureds, and brokers through the direction and training of the adjusting staff in the investigation, analysis, and settlement of claims. The incumbent is also responsible for the day to day operations and departmental strategies in the achievement of regional goals for customer service, productivity and quality.

What you will be doing:

  • Ensure the effective day to day operation of the unit by coordinating and enhancing workflow and operational procedures.
    • Manage workflow and assignments in order to ensure that quantity and quality guidelines are met.
    • Continually review processes and efficiencies so as to recognize opportunities for improvement.
    • Develop and implement strategies for the early recognition and handling of potential fraud.
    • Evaluate and recommend improvements to subrogation and salvage handling procedures.
    • Ensure that quality initiatives within the claims unit and within the company as a whole are implemented regarding the adjusting of claims in order to promote service that surpasses insured and broker expectations.
    • Oversee the supervision of files handled by independent adjusters.
    • Monitor external adjusters to ensure that company policies are followed.
    • Monitor, maintain and control reinsurance procedures and activities.
    • Collaborate with internal stakeholders such as underwriting, accounting and actuarial to solve problems and to identify/implement new and better strategies to handle current functions and operations.


  • Provide effective daily leadership, coaching and motivation of staff.
    • Responsible for resource and workload planning and organization
    • Provide individual and team feedback for the purpose of coaching staff to meet or exceed planned objectives
    • Manage the hiring, development, retention, reward, and motivation of staff in the unit/region.
    • Assist in the training and development of staff, and provide technical expertise and advice regarding products, systems, and processes.
    • Complete annual performance objective planning and performance reviews for direct reports and teams.
    • Assess staff training and development needs and provide recommendations for training opportunities to build a competent staff capable of performing all claims functions within the unit.Coordinate training for claims staff on appraising techniques and guidelines concerning negotiated settlements as required.


  • Manage customer service standards by communicating effectively with all parties involved.
    • Ensure that service levels to both internal and external customers are in accordance with company/departmental strategies and initiatives.
    • Ensure that information is provided on a timely basis and is coordinated with other segments of the company’s operations.
    • In cooperation with the Claims Customer Care role ensure that insureds/claimants/brokers are fully informed of the status of their claims.


  • Direct the accurate and efficient payment of claims in accordance with legislative requirements.
    • Direct the evaluation of exposure using available information and the establishment and maintenance of appropriate reserves, negotiation, settlement and recovery on claims of all sizes and complexity.
    • Provide direction to supervisors on the evaluation of available information and the establishment and maintenance of appropriate reserves, payments or recovery, negotiation, or declination on claims of any size and complexity
    • Monitor large/complex losses, providing input and direction as required.
    • Review available information and establish, maintain, and recommend appropriate reserve, payment or recovery, negotiation, or declination.
    • Conduct periodic re-evaluations of reserves for adjustment as necessary.
    • Ensure your team processes all payments promptly within guidelines.
    • Provides authority levels for loss and expense payments to assigned personnel according to competence and provides approval above those levels but within position authority.
    • Extract information from database to control and monitor reserving.


  • Manage Disposition Programs (i.e. settlement conferences, mediation and internal committee file reviews).
    • Establish and monitor litigation disposition plans within your team.
    • Ensure your teams take proactive litigation management approach by directing the activities of defense counsel to ensure appropriate resolution.
    • Attend and participate in meetings, mediations, arbitrations, settlement conferences, pre-trials/trials.
    • Participate in case law reviews.


  • Develop relationships with other departments such as underwriting, actuarial, distribution in order to meet business goals and to identify/implement new and better strategies to handle current functions and operations.


  • Understand and apply best business practices towards compliance, internal control and operational risk controls in accordance to national standards and regulatory standards and policies.
    • Plans and in conjunction with the National Claims Audit Manager executes claim audits, and makes recommendations to improve operations, reduce costs, and achieve compliance with regulatory requirements.
    • Conduct regular open and closed file reviews/audits in accordance with Corporate guidelines.
    • Review all threshold claims to ensure appropriate claims handling.


  • Work collaboratively with Managers and/or Directors on special projects and assignments requiring advanced technical skills and knowledge when required.


  • Other duties as assigned.

What sets you apart:

  • Post-secondary school education and/or equivalent on the job experience.
  • Minimum 10 years of experience in the property and casualty industry
  • Minimum of 3-5 years of leadership experience
  • Working knowledge of the company principles and practices related to claims settlement, policy wordings, insurance contracts, fraud investigations, serious losses and coverage questions.
  • Working knowledge of other functional areas (i.e. Claims, Risk Management, Premium Accounting, etc.)
  • Ability to work within and adapt to PC oriented environments, including familiarity with e-mail and Internet skills. Advanced knowledge of Microsoft Office.
  • Completion of the CIP/FCIP designation.
  • Fluently bilingual (English / French) is a definite asset (a requirement in Quebec Region).

What we're looking for:

  • Demonstrated ability to understand and interpret complex insurance contracts and changes in the interpretation as a result of case or statuary law.
  • Demonstrated ability to have patience, empathy and understanding in dealings with staff and customers.
  • Demonstrated ability to provide prompt, efficient, and courteous service to all parties involved.
  • Demonstrated ability to assess liability and understand case law developments in the jurisdiction.
  • Demonstrated negotiation skills.
  • Strong analytical, problem-solving skills, investigative, and decision-making skills.
  • Demonstrated report-writing skills, including an orientation toward detail and precision.
  • Able to plan, organize, and manage multiple demands and changing priorities.
  • Demonstrated ability to work well as a team player or independent contributor; Self-motivated.
  • Strong leadership, interpersonal, and coaching skills.
  • Excellent communication (both oral and written) skills to explain processes and terms.

What We Have to Offer:

  • Northbridge Cares program – volunteer day and donation matching
  • Generous paid time off, including personal days. Flexible work hours as well as early departure opportunities
  • Flexible Group Benefits Plan – medical, dental, insurances
  • Defined Contribution Pension Plan + Optional Group RRSP
  • Northbridge Employee Share Purchase Plan
  • Education Assistance Program
  • Employee Assistance plan
  • Staff Insurance - discount on home, automobile and pet insurance
  • Plus, the opportunity to contribute to the success of Northbridge through sharing your knowledge and experience while learning from others!

Working Conditions:

  • Indoors in normal office environment with little exposure to excessive noise, dust, fumes, vibrations, and temperature.
  • Frequent computer use at workstation.
  • Infrequent travel to visit clients, brokers, industry events and attend off-site training workshops.
  • Customer visits may require suitable clothing for heavy weather and dirty or oily environments.

Application Process:

Northbridge welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Interested, qualified candidates are encouraged to apply below.

All offers of employment are conditional upon satisfactory background and reference checks, including a criminal record check, credit check, and employment and educational verifications.