Job Description

Senior Claims Advocate

Toronto, CA
December 01, 2023


The Senior Claim Advocate at WTW serves as a resource for clients, applying their claim expertise to positively influence claim outcomes and insurance recoveries for those clients. Senior Claim Advocates will be responsible for the quality and consistency of all claim products and services delivered within their area of expertise. This is a national role, with a focus on the eastern Canada. The Senior Claim Advocate will be responsible for the oversight, direction, and overall management of claim activity for assigned clients/consulting projects. Key duties/responsibilities include, without limitation, the following:

• General
  • Assist in the management of claims
  • Analyze coverage considering relevant facts and contractual issues, as well as carrier response to same to ensure understanding and proper application of coverage
  • Document and communicate claim activity to clients timely and effectively
  • Seek to influence appropriate settlement authority and maximize insurance recovery for clients
  • Partner with client\xe2\x80\x99s internal and external counsel in setting and pursuing effective and cost-efficient litigation strategies for claims in litigation
  • Oversee the authorization of and issuance of indemnity and expense payments by carriers
  • Prepare dashboard and other reports regarding claim analytics
  • Manage, organize, and retain insurance claims records (electronic files), submissions and other correspondence
  • Liaise between internal team members, insurance carriers, and defense counsel to support the daily administration of claims arising from various insurance programs
  • Address and resolve requests for information by responding timely and efficiently
• Leadership
  • Promote and foster WTW culture and values
  • Manage the appropriate level of resources across the assigned territory
  • Maintain relationships with all major internal and external partners
  • Coordinate the assignment of service requests by other WTW partners
  • Participate in meetings and provide ideas and strategies that strengthen the practice
  • Be a strong external presence with speaking engagements, articles, and associations
  • Provide informal assistance such as technical guidance, and/or training to coworkers
  • Lead project teams and/or plan and supervise assignments of lower-level employees
• Technical
  • Ensure quality and consistency in executing high level claim services to our clients
  • Engage our global network of professionals as needed
  • Appropriate utilization of all systems as required
  • Work with others as necessary to continually improve quality and innovation
  • Monitor the performance of vendor partner\xe2\x80\x99s services
  • Directly handle complex cases and special requests from field
  • Directly handle key clients as primary consultant
  • Keep current on emerging claim issues and trends
• Growth and Retention
  • Support new business with sales presentations and RFP responses
  • Participate in strategic large client team meetings as required
  • Manage the quality and appropriateness of client service agreements
  • Regularly meet with WTW brokerage executives to ensure delivery alignment
  • Maintain direct relationships with key clients

• Education and Experience
  • Bachelor\xe2\x80\x99s degree and 7+ years\xe2\x80\x99 experience in casualty claims, handling complex, high value claims from initial report to closure
  • Strong technical knowledge of casualty/liability claims (GL, Auto and Product Liability experience is essential, Employers Liability, Professional Liability, Environmental, and Med Mal experience is helpful)
  • Experience navigating and interpreting coverage issues required
  • Excellent written, verbal and presentation communication skills
  • Strong organizational, interpretive and analytical skills
  • Ability to multitask and adapt to change in a fast-paced environment
  • Ability to provide efficient, timely, reliable and courteous service to internal and external clients
  • Ability to effectively present information
  • Ability to meet short deadlines and handle multiple tasks to a high degree
  • Ability to work in a team environment
  • Ability to make effective and persuasive presentations on complex topics to clients and colleagues
• Financial Knowledge
  • Requires in-depth knowledge of insurance financial terms and principles
  • Ability to calculate complex figures
  • Ability to forecast and prepare budgets
  • Conducts financial/business analysis including the preparation of reports
• Reasoning Ability
  • Ability to solve advanced problems and deal with a variety of options in complex situations
  • Requires expert level analytical and claim negotiating skills
  • Draws upon the analysis of others and makes appropriate strategic recommendations
• Other
  • Proficient in use of Microsoft Office required, specifically, advanced Microsoft Excel and PowerPoint skills
  • Data analytics skills required
  • Bi-lingual (English and French) candidates strongly preferred. Strong oral and written communication skills in English and French for all candidates residing in Quebec
  • Hybrid role, 3 days a week in the Toronto or Montreal offices, 2 days remote