Multiline Claims Specialist

Multiline Claims Specialist

Caradoc Townsend Mutual Insurance Company (CTM) is seeking an energetic individual with integrity, drive, and aptitude to join our team as a Multiline Claims Specialist in our Kilworth or Waterford offices.  

CTM is a financially strong, growth-oriented, policyholder-owned, property and casualty Mutual insurer with an annual gross written premium of more than $16 million. We keep our promises and provide peace of mind through high-quality insurance products and coverage for personal, agriculture, and commercial lines. Our dedicated sales group services a membership-client base stretching from Strathroy to Niagara, with two offices, one in Kilworth and the other in Waterford.

CTM is an equal opportunity employer. CTM realizes that your work life is not just about performing a job: it’s about work/life balance and being part of an organization that allows you to grow and reach your full potential.

The Multiline Claims Specialist is responsible for the investigation, evaluation, and resolution of multiline insurance claims, including property, liability, auto accident benefits (AB) and auto bodily injury (BI), in accordance with policy wording, regulatory requirements, and organizational standards.

This role provides technical expertise and quality assurance across the claims function, ensuring consistent application of coverage, liability determination, reserving, and settlement practices. Working within a mutual insurance environment, the role supports fair, timely, and member‑focused claims outcomes while contributing to continuous improvement in claims processes, documentation, and compliance. This is a non‑supervisory, technical role that may act as a subject matter resource for claims staff and leadership.

We are a mutual…we are owned by our customers. Their needs will be your highest priority.

What you will do:

• Investigate and evaluate claims across multiple lines of business (property, auto, and liability) to determine coverage, liability, damages, and appropriate settlement outcomes.


• Review claim documentation, policy wording, endorsements, and supporting evidence to confirm eligibility and compliance.


• Communicate with claimants, insureds, witnesses, brokers, and third parties to gather required information and explain claims processes and decisions.


• Negotiate settlements in accordance with policy provisions and delegated authority.


• Identify claims requiring escalation, litigation, or external expertise and provide recommendations to management and legal counsel.


• Participate in litigation support activities, including file preparation, consultations with counsel, and attendance at hearings where required.


• Handle Property, Liability, Accident Benefits and Bodily Injury claims as required, with focus on Accident Benefits claims, in support of overall multiline adjusting needs.


• Provide technical guidance and interpretation of policy coverage, exclusions, and conditions to ensure consistent claims handling.


• Review and analyze complex or escalated claims files to ensure adherence to internal standards, regulatory requirements, and best practices.


• Support consistency in reserving practices and submit claim liability information to actuarial or leadership teams as required.


• Assist in resolving claims-related complaints and appeals requiring advanced technical review.


• Act as a resource for staff on coverage interpretation and adjusting practices, including property, auto, and liability claims.


• Review claims processes, procedures, and workflows to identify opportunities for efficiency, accuracy, and quality improvement.


• Ensure claims handling aligns with company policies, procedures, and applicable legislation and regulatory standards.


• Prepare reports and analyze claims data to support monitoring, quality assurance, and management decision-making.


• Contribute to training initiatives, documentation, and knowledge sharing related to complex claims handling and policy interpretation.


• Other duties as required.

Working Relationships:

•  This role works collaboratively with internal departments including Underwriting, Finance, Corporate Services, and Senior Management to support effective claims resolution and risk management.


• The incumbent maintains regular professional interaction with external stakeholders such as policyholders, independent adjusters, legal counsel, contractors, and regulatory bodies.


• While the role does not have direct supervisory responsibility, it exercises functional influence and technical guidance related to claims handling practices and policy interpretation.

What you will need:

• Post-secondary education in insurance, business, or a related field, or an equivalent combination of education and experience.


• Minimum 5–7 years of progressive experience in multiline insurance claims, preferably within a mutual insurance environment.


• Strong technical knowledge of insurance policy wording, coverage analysis, liability determination, and claims reserving.


• Experience handling complex, high-value, or escalated claims and supporting litigation-related activities.


• Familiarity with Ontario insurance legislation, regulatory requirements, and industry best practices.


• Knowledge of Ontario insurance legislation across multiple lines of business, including Property, Auto, Liability, and Accident Benefits.


• Professional insurance designation (e.g., CIP, FCIP, or working toward) is strongly preferred.


• Excellent analytical, communication, and negotiation skills.


• Strong attention to detail and ability to exercise sound judgment in complex situations.

This is a hybrid position with the opportunity to work both remotely and from the office.

ACCESSIBILITY STATEMENT (AODA IN ONTARIO)

CTM is committed to providing a barrier-free work environment in concert with the provincial guidelines for accessibility (Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, Ontario Only). As such, CTM will make accommodations available to applicants with disabilities upon request during the recruitment process.

HUMAN RIGHTS STATEMENT

CTM strives to ensure that its employment practices are free from direct and indirect discrimination and is committed to upholding the human rights of those participating in the hiring process. In pursuit of this commitment, CTM will not condone or tolerate any acts of discrimination or harassment under any of the grounds protected under human rights legislation. This commitment extends to the hiring process and throughout the course of employment.