• Knowledge of and remaining up to date with legislative changes and trends in the insurance industry that apply to claims handling/defense strategies – such as the Occupier Liability Act, Negligence Act, Insurance Act, Condominium Act, etc.• Directly handle and investigate each general liability claim through prompt and strategically-appropriate contact with appropriate parties such as policyholders, accounts, claimants, law enforcement agencies, witnesses, agents, medical providers and technical experts to determine the extent of liability, damages, and contribution potential.• Provide quality customer service and ensure file quality, timely coverage analysis and communication with insured based on application of policy information to facts or allegations of each case.• Verify the nature and extent of injury or damage by obtaining and reviewing appropriate records and damages documentation and establish and maintain proper indemnity & expense reserves based on the nature and extent of injury or damage.• Negotiate resolution of general liability claims with insureds and claimants or their legal representatives.• Develop litigation plan with staff or panel counsel, including discovery and legal expenses, to assure effective resolution and to satisfy customers and apply litigation management through the selection of counsel, evaluation and direction of claim and litigation strategy.• Track and control legal expenses to assure cost-effective resolution.• Fulfill specific service commitments made to certain accounts, as outlined in Special Account Communication (SAC) instructions, and inquiries from agents and brokers.

• Provided excellent customer and stakeholder communication on claim matters while adhering to claim procedures and guidelines in addition to precisely documenting and summarizing file activity in the most concise manner, effectively allowing coworkers to efficiently understand the claim file.• Accurately interpreted and completed insured’s initial coverage and claims handling agreement reviews on new casualty claims as well as interpreting case law regarding liability and duty to defend, ensuring claim and policy documentation is complete and can be easily read and understood thus making the claim progress smoothly.• Guided and investigated insured’s details of incident and provided excellent customer communication by calling out to the insured before the first-contact requirements, therefore providing peace of mind and allowing an open channel of communication for all their needs.• Negotiated settlements with claimants, lawyers and other insurers proactively based on medical records and proof of damages, while minimizing investigative and legal costs where appropriate.• Conferred with legal partners and other key stakeholders in order to review and stay up to date on current developments on every file, with a focus on resolution at every step.• Set initial file reserves and maintaining control over expenses through pro-active handling technique on set out guidelines and protocols in addition to updating reserves as necessary when claimant injury and medical documentation is received and assessed.

• Investigated, evaluated, and settled single and multi-partied, cross-Canada (including licensed provinces) and United States pending of pre-litigation and litigation Personal/Commercial Auto; Directors and Officers; Lessor Contingent and Commercial General Liability Casualty claims with claimants and/or their representatives.• Interpreted and completed insured’s initial coverage and claims handling agreement reviews on new casualty claims as well as interpreting case law regarding liability and duty to defend. • Spoke with representatives of commercial clients to get a better understanding on their unique businesses to custom tailor their claim experience, thus growing a personal appreciation for the client’s business and their unique business models and providing an excellent customer service product.• Settled initial file reserves and maintained control over expenses through pro-active handling technique and protocols in addition to updating reserves.• Negotiated settlements with claimants, lawyers and other insurers proactively based on medical records and proof of damages, while minimizing investigative and legal costs where appropriate.• Conducted monthly training sessions for the junior adjusters as well as being a go-to resource for junior employees as a subject matter expert on Ontario Commercial General Liability/Personal Liability and Automobile claims.

• Investigated, evaluated, and settled varied pending of pre-litigation and litigation Personal/Commercial Auto and Commercial General Liability Casualty claims with claimants and/or their representatives involving incidents in Canada and/or the United States of America.• Settled initial file reserves based on Aviva’s guidelines and protocols in addition to updating reserves as necessary when claimant injury and medical documentation is received and assessed.• Spoke with plaintiff’s counsel regarding their client’s injuries and ordering productions that are deemed necessary, which enables me to better control my per-claim expenses via early claim resolution and/or encouraging “walk-aways” where appropriate.• Attended monthly meetings to better my understanding of Aviva’s financial elements and the impact my handling of claims has on the Casualty department’s financial contributions and year over year outcomes.

• Discussed with third party accident benefit adjusters about the status of third-party injuries and their overall wellbeing, thus establishing an open communication channel for any future inquiries, comments, and rapport with the other industry adjustors.• Spoke directly with potential claimants in regard to their injuries and explaining their rights to claim, ensuring that the superior Aviva customer service is not only extending to our own insured’s but also to those affected by the incidents as well and building rapport for possible future settlement.• Spoke with plaintiff counsel regarding their client’s injuries and damages and negotiating settlement where applicable whilst maintaining control over expenses through efficient practices.• Handled Personal/Commercial Auto, rental, and lesser contingent claims.

• Investigated customer’s auto and property claims in line with our Company and Departmental standards and guidelines, ensuring proper and complete claim file documentation which lead to determination of value of claim and loss transfer potential;• Worked within my authority limits to get insureds the help and expert support they required, always going above and beyond their expectations as well as AVIVA’s customer service policy. By working together with our inter-company departments as well as third parties to create the leading industry experience of claims from start to finish;• Assessed whether insured's vehicle is a total loss and if so, negotiate a fair settlement amount in order for insured to obtain another vehicle; and• Discussed and determined liability with third party adjusters and explained the decision to the insured.

• Provided first point of contact for insured's who had just experienced a car accident or damage to their house• Created and assigned new claims for adjusters to organize and provide further assistance to insured's• Setup and arranged for insured's to get their vehicle inspected and repaired at authorized preferred automotive body shops• Dispatched emergency repair contractors to limit damage and put insured's at ease

• Responded to broker inquiries in a call center environment within my authority on a first call resolution basis and/or referring them to someone who can assist them, effectively directing customers to appropriate solutions within minutes thus providing top-tier, high-level customer service to Travelers’ account managers and customers.• Responded to broker emails, phone calls and queries with appropriate solutions by assisting brokerswith troubleshooting on a daily basis, thus communicating with brokers, using exceptional customerservice while developing and maintaining strong relationships.• Resolved broker and customer requests and concerns in a timely fashion, therefore utilizing superiorcustomer service skills ‬to provide the necessary solutions to the affected parties, effectively establishing strong rapport through genuine passion for helping insured’s and brokers.• Supported new employee’s in the learning of the company’s systems and processes by answeringquestions and providing advice in order to allow them to be as effective and efficient, thus increasingtheir long-term productivity.

• Communicated with customers to resolve requests and concerns in a call center environment in a timely fashion by expertly guiding them through their claims experience, effectively providing peace of mind to an insured, knowing that their claim is moving forward and thus building a strong rapport with the company.• Prepared weekly informative analysis reports that outline tracking catastrophes, mapping correlationbetween geographic areas to loss events and analyzing data to identify patterns in claim submissions,allowing the unit manager to use the reports for data mining and presentations to vice presidents.• Liaised with third party adjusters in order to obtain the most accurate and complete loss information aswell as verifying the information with the insured, this allows third parties to recognize the importanceplaced on investigating all auto claims and ensuring the industry’s practicing standards are met.• Assisted brokers and insured’s by answering any queries or concerns in regards to an open claim,allowing the brokers and insured’s to quickly find answers to their inquiries provided through genuinepassion for helping them.

SUMMER STUDENT POSITION• Assisted in investigating and analyzing user needs and system problems.• Provided technical support and information to users of Policy Management System.• Assisted in the development and maintenance of business area statistical information to facilitate trouble free implementation and adoption of system changes.• Gained experience in working in an insurance environment.• Added new claims on a daily basis to insured’s policies.• Implemented vehicle rate group corrections to insured's policies.• Constructed and designed Excel spreadsheets for use by analysts in presentations and operations.• Analyzed and recommended corrections for declaration pages for the Marine Insurance team.