Claims Specialist, Personal Lines Auto - Waterloo or Montreal

The Opportunity

Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada. 

If you have experience in Personal Lines Auto claims, and are looking for a new challenge, we would love to hear from you. 

Zurich Canada is currently seeking Claims Specialists – Personal Lines Auto, based out of our Waterloo and Montreal offices.

Reporting to the Claims Manager, Auto Personal Lines, you will be the first point of contact for our customers, primarily supporting them by phone. Most of your day will be spent on the phones, responding to calls with empathy and professionalism—guiding customers through the claims process, answering their questions, and managing personal lines claims of low to moderate complexity within your authority. By following established protocols, you’ll ensure claims are handled efficiently and deliver a customer-centric service.

Zurich Canada uses artificial intelligence–enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals. 

Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements. 

Note:  The Waterloo office will be relocating to our new Kitchener office when it opens in early 2027.

What you will do

•    Document claims file by accurately capturing and updating claims data/information in compliance with best practices for low to moderate exposure and complexity personal lines claims.
•    Exercise judgement to determine liability by gathering and analyzing relevant facts; utilizing applicable law; establishing basic principles of negligence.
•    Exercise judgment to determine policy verification and coverage determination by analyzing applicable coverage for claims and determining whether the loss falls within the coverage.
•    Work to have a timely resolution to claims by developing case strategy; developing a case evaluation; escalating issues as appropriate.
•    Establish timely reserves and perform ongoing review throughout claims cycle within authority limit by estimating and validating value of claims.
•    Assess damages by calculating applicable damages or range of damages allowed by law.
•    Negotiate settlement of claim by establishing appropriate negotiation strategy and utilizing available tools and resources within authority limits.
•    Meet quality standards by following best practices.
•    Ensure customer service by proactively communicating information; responding to inquiries; following customer protocols and may participating in customer marketing efforts.
•    Manage expenses by working within vendor approved networks and managing scope of work assigned to outside contractors. Departs from approved vendors with manager approval, where in the best interests of the insured.
•    Ensure legal compliance by following state and federal laws and regulations and internal control requirements.
•    Refer claim to subrogation and fraud teams by identifying potential subrogation and fraud.
•    Contribute to profitable growth by providing risk insight, information and trends to Business Unit or customer as needed.
•    Protect Zurich’s reputation by keeping claims information confidential.
•    Maintain professional and technical knowledge by participating in educational opportunities, staying current with industry trends, establishing personal networks, and participating in professional societies.

Job Qualifications - What you bring to the table

Required: 
•    Bachelor’s Degree and 2 or more years of experience in the Claims or Insurance area  
OR 
•     Zurich Certified Insurance Apprentice including an Associate Degree and 2 or more years of experience in the Claims or Insurance area 
OR 
•    High School Diploma or Equivalent and 4 or more years of experience in the Claims or Insurance area 
OR 
•     Completion of Zurich Claims Training Program and 1 or more years of experience in the Claims or Insurance area  
AND  
•    Microsoft Office experience 
•    Knowledge of insurance regulations, markets and products 
•    Prior experience in auto claims handling, insurance claims, or a related customer service field. Understanding of auto insurance policies, coverage, and regulations.

Preferred:
•    Minimum of 2 years of personal lines auto claims experience
•    Strong verbal and written communication
•    Advanced analytical and problem-solving skills
•    Effective time management and multitasking
•    Collaborative team player with cross-functional relationship-building experience
•    Skilled in explaining complex financial or actuarial concepts
•    Able to assess scope and exposure for moderately complex claims
•    Understands reserving processes for indemnity and expense
•    Capable of developing and executing negotiation strategies
•    Recognizes nuances in customer and stakeholder interactions
•    Presents clear recommendations for claim resolution to stakeholders
• For Waterloo candidates, fluency in French is a strong asset
•    For Montreal candidates, fluency in French is required. For Waterloo candidates, it is a valuable asset.
•    For Montreal candidates, fluency in both spoken and written English is required to facilitate communication with internal and external stakeholders outside Quebec. 

At Zurich Canada, we are committed to pay equity. We determine compensation based on objective criteria such as skills, experience, and internal equity. The salary range for this position is $60,000 - $70,000. This range reflects the expected pay for the role across Canada and may vary depending on factors like office location, specific responsibilities, and individual qualifications. As required by local law, Zurich provides in good faith a reasonable compensation range, but starting salaries may exceed this range based on a candidate’s skills and experience. 

Our Culture

•    At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.
•    We have a collaborative culture where diversity of thought is valued. We value your input and strive to give our employees the tools they need to make an impact. 
•    We care about our employees’ well-being and offer a comprehensive health/benefits plan with varying levels of coverage to suit your specific needs and a competitive total compensation package.
•    We understand how important it is to rest, recharge and do the things you love. At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.
•    We also understand that employees require time off for personal reasons. Maybe you have an appointment during a workday, a cultural or religious holiday you would like to observe, or you need time off to focus on your mental health. Zurich employees receive four personal days per year to be used at their discretion. 
•    We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities. 
•    We care about our communities. Our communities are where our customers, people, and shareholders live and work. While we can be proud of the contribution to society Zurich makes through our core business of insurance, we must also give back to our communities through our talent, time and resources.
•    We have won numerous awards for our workplace culture. We are proud to be one of Greater Toronto’s Top Employers and to have received Insurance Business Canada’s 5-Star Diversity, Equity and Inclusion Award.  

About Us

Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets. Zurich Canada has been a leading insurance provider serving mid-sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years. With over 500 employees in offices across the country, Zurich offers the global strength of a top insurance provider combined with in-depth knowledge of industries and local markets. Zurich Canada aspires to be risk management professionals’ first choice as their premier partner to help meet the risk challenges of today and tomorrow. Read more at . 

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process. 

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Only applicable for Canada: For Zurich Canada's commitment to diversity and accessibility please click here . If you would prefer to not receive future electronic messages from Zurich Insurance Company Ltd's recruitment management system, please email your request to have your job profile deleted from the system by clicking here . Zurich Insurance Company Ltd 100 King St., W., Suite 5500, Toronto, ON, M5X 1C9.