Job Description
At Heartland Mutual Insurance, we’re more than just a company — we’re a community.
Proudly rooted in Ontario and Nova Scotia, we’re driven by a bold vision: to be the Best Mutual. Our team of passionate professionals doesn’t just follow the norm — we challenge it. We think differently, aim high, and deliver on our promise with a personal touch.
Here, you’ll be part of a culture that values authenticity, embraces change, and empowers you to make a meaningful impact every day. Together, we bring our purpose to life by living our values and putting people first.
Claims First Response Adjuster
The First Response Claims Adjuster is a frontline Claims role responsible for supporting customers at the earliest stage of the claims process. With a primary focus on Auto Physical Damage and Property claims, this role handles new loss reports, guides customers through next steps, sets up claims accurately, and helps move files forward quickly and effectively.
What you will do
• Receive new claim reports and early-stage claim inquiries from customers and other stakeholders
• Guide customers through the first stage of the claims process with clarity, professionalism, and empathy
• Gather claim details, explain key process steps, and ensure information is captured accurately
• Set up claims in the claims system and route them appropriately based on claim type, complexity, and escalation needs
• Coordinate early response activities such as rental, repair referrals, emergency service direction, and related follow-up
• Monitor incoming documentation, attach records to the correct files, and maintain accurate claim documentation
• Identify urgent issues, service risks, or exceptions and escalate them appropriately
What you will bring
• 3 to 5 years of experience in claims intake, claims customer service, or similar insurance operations
• Auto and Property claims experience strongly preferred
• Strong customer service, communication, and organizational skills
• Sound judgment and the ability to recognize escalation needs
• Strong attention to detail and documentation accuracy
• Ability to manage multiple priorities in a high-volume environment
• Guidewire experience, post-secondary education, and CIP or progress toward CIP are assets
The salary range for this role is $50,000 - $60,000. The salary for the successful candidate will be determined by various factors including but not limited to an individual’s relevant experience, knowledge, skills, along with internal equity, and market considerations.
What’s in it for You:
• A Supportive Team: We’re not just a workplace, we’re a community. We are small but mighty, we believe in the power of connection, purpose, and belonging.
• Comprehensive Total Rewards: Enjoy a competitive compensation package made up of base salary and bonus, health and wellness benefits, pension plan, paid time off, and so much more.
• Inclusive Culture: Work in an environment that embraces diversity, equity, inclusion and belonging.
• Career Growth & Development: Take advantage of continuous learning opportunities and stretch assignments.
• Make an Impact: Play a key role in helping customers navigate challenging situations with empathy and expertise.
This job posting is for an existing vacancy within Heartland.
Accommodation is available on request for candidates taking part in all aspects of the selection process.
We do not use artificial intelligence or automated decision-making tools in any part of our hiring process. All applications are reviewed by our Talent Acquisition team to ensure fairness and transparency.
At Heartland Mutual Insurance, you’re empowered to thrive. Whether it’s your career, your well-being, or your future, we've got you covered.
