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Travelers Insurance Company Major Case Specialist , Auto Bodily Injury in Oakville, Ontario

Who Are We?

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


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. Provides consulting and training and serves as an expert technical resource to other claim professionals, business partners, customers, and other stakeholders as appropriate or required.

What Will You Do?

  • Directly handle assigned severe and/or complex claims.

  • Provide quality customer service and ensure file quality timely coverage analysis and communication with insured based on application of policy information to facts or allegations of each case.

  • Consult with Manager on use of Claim Coverage Counsel as needed.

  • Directly investigate each claim through prompt and strategically-appropriate contact with appropriate parties such as policyholders, accounts, claimants, law enforcement agencies, witnesses, agents, medical providers and technical experts to determine the extent of exposure.

  • Interview witnesses and stakeholders, take necessary statements, as strategically appropriate.

  • Complete outside investigation as needed per case specifics.

  • Actively engage in the identification, selection and direction of appropriate internal and/or external resources for specific activities required to effectively evaluate claims, such as Subro, Risk Control, nurse consultants, fraud investigators, and other experts.

  • Verify the nature and extent of injury by obtaining and reviewing appropriate records/documentation.

  • Maintain claim files and document claim file activities in accordance with established procedures.

  • Utilize evaluation documentation tools in accordance with department guidelines.

  • Utilize diary management system to ensure that all claims are handled timely.

  • At required time intervals, evaluate exposure.

  • Establish and maintain proper indemnity & expense reserves.

  • Provide guidance to underwriting business partners with respect to accuracy and adequacy of, and potential future changes to, loss reserves on assigned claims.

  • Recommend appropriate cases for discussion at roundtable.

  • Attend and or present at roundtables/ authority discussions for collaboration of technical expertise resulting in improved payout on indemnity and expense.

  • Actively and enthusiastically share experience and deep knowledge of creative resolution techniques to improve the claim results of others.

  • Apply the Company's claim quality management protocols, Best Practices and metrics to all claims; document the rationale for any departure from applicable protocols and metrics. Develop and employ creative resolution strategies.

  • Responsible for prompt and proper disposition of all claims within delegated authority. Negotiate disposition of claims with insureds and claimants or their legal representatives. Recognize and implement alternate means of resolution.

  • Manages litigated claims.

  • Develop litigation plan with staff or panel counsel, including discovery and legal expenses, to assure effective resolution and to satisfy our customers.

  • Apply expert litigation management through the selection of counsel, evaluation and direction of claim and litigation strategy.

  • Track and control legal expenses to assure cost-effective resolution.

  • Effectively and efficiently manage both allocated and unallocated loss adjustment expenses. Develop and employ innovative techniques to manage expense and outcome when independent counsel is engaged.

  • Attend depositions, mediations, arbitrations, pre-trials, trials and all other legal proceedings, as needed.

  • Update appropriate parties as needed, providing new facts as they become available, and their impact upon the liability analysis and settlement options.

  • Recognize cases, based on severity/complexity protocols, that should be transferred to another level of claim professional and refer on a timely basis.

  • Appropriately deal with information that is considered personal and confidential.

  • Fulfill specific service commitments made to certain accounts, as outlined in Special Account Communication (SAC) instructions, and inquires from brokers.

  • Represent the company as a technical resource, attend legal proceedings as needed, act within established professional guidelines as well as applicable Provincial laws.

  • Actively provide mentoring and coaching to less experienced claim professionals to increase the technical expertise and improve bench strength.

  • Share accountability with business partners to achieve and sustain quality results.

  • Evaluate all claims for recovery potential; directly handle recovery efforts and/or engage and direct Company resources for recovery efforts.

  • May be responsible to research and evaluate current information regarding trends in the law; digest and communicate this information to other Company departments and divisions to assist in underwriting and management decisions.

  • May assist underwriting business partners in marketing and account-contact efforts.

  • May participate in periodic file quality reviews.

  • Perform other duties as assigned.

What Will Our Ideal Candidate Have?

  • College degree or equivalent business experience preferred.

  • 5+ years claim handling experience with 5-7 years experience handling serious injury and complex Bodily Injury claims preferred.

  • Extensive working level knowledge and skill in various business line products.

  • Excellent negotiation and customer service skills Advanced knowledge of medical/disability claims with expert understanding of the litigation process in both Provincial and federal courts, including relevant case and statutory law and procedure; expert litigation management skills.

  • Extensive claim and/or legal experience and thus the technical expertise to evaluate severe and complex claims.

  • Able to make independent decisions on most assigned cases without involvement of manager.

  • Openness to the ideas and expertise of others actively solicits input and shares ideas.

  • Thorough understanding of commercial and personal lines products, policy language, exclusions, and effective claims handling practices.

  • Demonstrated strong coaching, influence and persuasion skills.

  • Advanced written and verbal communication skills are required so as to understand, synthesize, interpret and convey, in a simplified manner, complex data and information to audiences with varying levels of expertise.

  • Can adapt to and support cultural change.

  • Strong technology aptitude; ability to use business technology tools to effect Provincial insurance adjusting license (where applicable) and ongoing satisfaction of any necessary continuing education requirements.

  • In order to perform the essential job functions of this job, acquisition and maintenance of Insurance License(s) may be required to comply with provincial and Travelers requirements.

  • Generally, License(s) are required to be obtained within three months of starting the job.

What is a Must Have?

  • High School Degree or GED required with a minimum of 3 years claim handling experience.

  • Experience utilizing computer technology; such as Microsoft Office, e-mail, Web-enabled applications, and database software.

  • Ability to accurately compute a variety of numerical calculations required.

  • Licensing Required: In order to perform the essential job functions of this job, acquisition and maintenance of Insurance License(s) may be required to comply with provincial and Travelers requirements.

  • Must secure and maintain company credit card if required.

What Is in It for You?

  • Health Insurance: Employees and their eligible family members – including spouses, partners, and children – are eligible for coverage from the first day of employment.

  • Retirement: Travelers provides a core contribution of 3% of your total eligible earnings to your Deferred Profit Sharing Plan (“DPSP”). Travelers also matches your savings plan contribution dollar-for-dollar up to 5% of base pay.

  • Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off (“PTO”) annually, plus the opportunity to purchase additional days to allow for up to a total of 36 PTO days per year. You will also receive twelve paid company Holidays.

  • Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services and other resources to support your daily life needs. Through Life Balance, you’re eligible for free counseling sessions with a licensed therapist.

  • Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

  • Hybrid Work Arrangement: Employees in this position can split their time between working from home and a Travelers office.

Equal Employment Opportunity Statement

Travelers is an equal opportunity employer. We are committed to providing accommodation to persons with disabilities. If you require accommodation during the recruitment or interview process we will work with you to accommodate your needs.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email (4-ESU@travelers.com) so we may assist you.