Underwriters, adjusters, claims examiners, and policy clerks: positions all too familiar to the insurance world. To us, these are roles foreign to our common knowledge, but are crucial to our everyday lives and the operations of our businesses.

What comes with the job

Working in claims requires a balance of phone calls, customer service, information collection, and filing policies. Carrie Petersen, supervisor for Regina’s commercial claims at SGI, is a 17-year insurance veteran with extensive experience in auto claims.

“I handle phone calls from body shop, brokers, and SGI staff from other departments,” she says. Her days can be unpredictable, adding that she also meets with senior adjusters to discuss coverage and liability decisions. “I also approve legal requests, large loss reports, post payment audits, prepayment audits, coverage denials and the approval of payments over specific limits.”

Despite the everyday pressures that come with the job, Petersen says that she was inspired to get into the field from the satisfaction she got from her role. “Being able to help someone through a difficult time in their life is what has inspired me the most.” 

With a growing province in Saskatchewan, Petersen says she’s sometimes challenged with ensuring the expectations of customers are met. “More people are on the roads resulting in more auto accidents and claims,” she explains. “It is difficult for the adjusters to keep up with all of their regular duties such as new claims, phone messages, emails and a remembering to review all of their outstanding priorities.”

During these times, Petersen turns to her staff and mentors them through these potential situations. “In listening to what the staff are saying I attempt to keep the staff moral at a positive level by continually working at new ways of doing things, and coming up with ideas for change in an attempt to keep the staff motivated and the work moving forward.” 

Overlooking the department

From auto insurance to home, commercial, and life, Sharon Bridge’s responsibilities cover all claims departments in the Ontario region for Intact Insurance. As the deputy senior VP of claims, she works with over 100 claims professionals and manages the claims from the different services offered at Intact.

“I’m responsible of ensuring that we provide the customer service and adjudicate the claims that are in accordance with the policy coverage.”

In claims, their main role is to help people, Bridge says. “When they’ve had a disruption it’s about getting them back on track and helping them get back to the way they were before the event occurred.” With that, comes the responsibility of being adaptable and flexible. “You need to be able to think quickly and respond, and you really need to be customer service oriented.”

For students interested in a career in insurance, Bridge says to first understand what the industry is all about. “There are a variety of careers depending on what you want to do; however, insurance is insurance,” she explains. “You provide a product to protect certain things. Sometimes [that may be] a person or something someone might own.”

Photo: Jirsak Photography/Thinkstock