Claims Support

Accomsure is the first Canadian full service Additional Living Expenses (ALE) Specialist. Accomsure manages the short term and long-term ALE requirements for policyholders allowing the policyholder the ability to focus on their basic needs while freeing up adjusters and Insurance Companies to focus on the claim.

We provide assurance and peace of mind for policyholders and adjusters during catastrophic events (i.e. Fire, Water, Flood damage), getting them back to normality as soon as possible.

Job Description: Claims Support

This role requires a problem-solver who thrives under pressure and can mediate between policyholders, insurers, landlords, and vendors to deliver swift and effective solutions.

Key responsibilities include addressing escalations, ensuring compliance with legal and insurance standards, negotiating tenancy extensions, and facilitating resolutions to disputes or conflicts. You’ll also collaborate with internal teams to align on claim management and maintain clear, transparent communication with all stakeholders.

Job Responsibilities:

• Customer Support: Act as the main liaison for insured customers who need temporary housing due to a property claim, offering empathy, guidance, and solutions.
• Temporary Housing Arrangements: Work with policyholders to identify and secure suitable temporary rental accommodations based on their needs and alignment to their policy coverage.
• CRM Management: Ensuring that all relevant claim data, activities and communications are accurately recorded in the CRM system.
• Legal Compliance: Ensure that all leasing and reservation practices comply with local, provincial, and federal laws, including residential tenancy acts and insurance regulations.
• Conflict Resolution: Address and mediate any issues or conflicts that arise between the business and adjusters, suppliers, policyholders and property managers or landlords, ensuring swift resolution and minimal disruption to the customer experience.
• Communication: Maintain clear and regular communication with all parties involved, including policyholders, landlords, insurance adjusters, and property managers, keeping everyone informed and updated on the status of the claim and accommodation arrangements, post-placement.
• Guide policyholders through the temporary housing process, helping them understand the timelines, steps, and their rights and responsibilities during the rental period.
• Time Management: Handle multiple claims and tasks efficiently, ensuring deadlines are met and customers receive timely responses.
• Adaptability: Respond to changing requirements, repair schedules, or issues related to the temporary accommodations with agility, adjusting plans as necessary to ensure the claim continues smoothly.
• Reservations Management – act as a leasing agent offering extension needs to existing accommodations, negotiating constant rates, provide advice and facilitate tenancy through suppliers
• Team Collaboration: Work closely with the internal claims team and other departments to ensure alignment on claims management and that customer needs are consistently met.
• Additional Support: Perform any other duties as required by management to support the claims process and the broader team.
• Any other task as deemed necessary by management across Accomsure’s team.

Education & Experience:

• Post-secondary degree or diploma in Arts, Science, English, History, or a related field is considered an asset (not required).
• Exceptional customer service skills with a demonstrated focus on empathy, communication, and issue resolution in service-oriented industries.
• Experience in service-based industries such as hospitality, real estate, or travel & tourism is an asset.
• Proven ability to negotiate effectively and handle risk analysis while mitigating costs to the business.
• Prior experience in conflict resolution and mediation is an asset.
• Proficient in CRM management and data entry.

Core Competencies:

• Strong empathy and problem-solving skills to provide superior service to policyholders.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
• Skilled at facilitating agreements and addressing disputes with a focus on creating win-win outcomes.
• Exceptional verbal and written communication skills to effectively engage with stakeholders, including policyholders, landlords, and insurance adjusters.
• Responds quickly to changing circumstances and needs, demonstrating agility in solutions and workflows.
• Works effectively within a team environment to align on goals and deliver a seamless customer experience.
• Strong attention to detail for accurate documentation, compliance, and communication.
• Proactively identifies and mitigates risks to ensure smooth operations and cost management.
• Fluent in English (bilingualism in French is considered an asset but not required).
• Seeks opportunities to enhance workflows and processes for operational efficiency.