AVP, Accident Benefits, Healthcare Complex Claims
Aviva Canada - Scarborough, ON

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About Aviva Canada

Aviva Canada is one of the leading Property and Casualty insurance groups in Canada providing home, automobile, recreational vehicle, group and business insurance to more than three million customers. A wholly-owned subsidiary of UK-based Aviva plc, the world's sixth-largest insurance group, the company has more than 3,000 employees, 25 locations and 1,700 independent broker partners. Aviva Canada and its employees invest in positive change including through the Aviva Community Fund and Eva's Initiatives, its partner in Aviva's global Street to School program to help homeless and other at-risk youth reach their potential.


Claims is a large business unit (approx 1/3 of the employee base) with a centralized technical model. Claims leaders have responsibilities that cross all legal entities, making it unique when compared to other business units who have more focused accountability within their own business unit.


  • Responsible for the technical and personnel management of senior staff in a in a highly specialized National Healthcare Claims unit

Responsible for the management and oversight of significant indemnity and expense reserves and spend (Healthcare $525 million)

  • The AVP Healthcare Complex Claims positions bridges the gaps between technical and strategic. This position merges the technical regulatory requirements with the organizational and operational strategy to ensure that the appropriate processes, procedures and tools are embedded to maximum benefit
  • Responsible for the technical and personnel management of senior staff in a specialized National Claims unit. Aligns goals and activities of a diverse national work group, within Claims, other business units and Aviva Canada objectives
  • Act as technical expert with advanced knowledge in a highly technical field, providing direction to staff and legal counsel including authority for reserving and settlement on large loss claims files, participate in authority meetings with staff on a weekly basis, file reviews with VP and SVP Claims, chair in trial committee with staff and internal legal team
  • Provide/approve claims settlement authority to HCS staff and legal counsels, participate/chair/involve in authority meetings, litigation assignment meetings, settlement committee meetings and trial and arbitration committee meetings based on corporate and claims procedure and guidelines, responsible for litigation file audits and review, request/seek authority from SVP Claims on large files that requires higher authority level
  • Responsible for updating and keep abreast of technical bulletins and procedures, ensure all parties abide by the corporate/legislative guidelines, provide feedback to Claims Procurement legal counsel’s performance
  • Review and handle customer complaints; responding to escalated issues (sometimes with Ombudsman)
  • Support VP HCS and act as backup in absence


  • Strong leadership skills with previews management experience
  • Good interpersonal skills
  • The will to win
  • Problem solving and analytical skills balanced with strong decision making ability
  • Ability to influence at the senior management level
  • Excellent knowledge of the legal claims process
  • Extremely strong customer service skills

Excellent Communication Skills to effectively articulate complex issues to senior management, colleagues, business leaders and external stakeholders
Problem solving/Analytical thinking skills to resolve complex and ambiguous problems
Accurate understanding will ensure the execution of strategic initiatives that will enhance Aviva’s competitive advantage
Decision-Making authority within the claims division. Has a high level of autonomy over significant reserve dollars. Is the key Claims technical resource in particular area of expertise (Healthcare, Property, Casualty)


  • Strong insurance experience (6-8 years), preferably in technical leadership in claims
  • 3-5 years in AB claims
  • CIP or FCIP equivalent
  • Law degree
  • Post graduate designation
  • Management experience

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