OPTIOM INC.
Warranty Claims Specialist
Claims • General Level 1 Asset • Langley, BC • Hybrid • Part-Time
You know claims. You’re not afraid of technical information you haven’t seen before. You ask the right questions, verify what you don’t know, and make defensible decisions even when the file isn’t perfect. Optiom is building its warranty claims capability in-house — and this is the role that helps make it happen.
WHO YOU ARE
Warranty claims live at the intersection of insurance and automotive mechanics. You don’t need to be a mechanic. But you do need to be the kind of person who reads a repair estimate with unfamiliar terms and thinks “I’ll figure this out” — not “I’ll approve it and move on.” You combine the curiosity of someone who loves learning with the rigour of someone who understands that every claim decision needs to be defensible.
You Bring
- 2+ years of claims handling, adjusting, or insurance operations experience — P&C, specialty lines, or warranty all count.
- Genuine comfort engaging with technical information outside your existing knowledge base; you ask questions, verify, and learn quickly.
- Sound judgment in uncertain situations — you gather what you need before deciding, document your rationale clearly, and don’t default to approving a claim just to close the file.
- Strong written and verbal communication skills; you can explain a coverage decision clearly and professionally, even when the answer isn’t what the customer wanted to hear.
- Disciplined file documentation habits and a process-oriented approach to claims handling.
- Comfort working alongside technical advisors and subject matter experts — knowing when to defer and when to drive.
Bonus Points For
- Prior exposure to warranty, mechanical breakdown, or automotive-related insurance products.
- A Level 1 General Insurance Licence, or active progress toward one.
- Familiarity with automotive repair processes or repair terminology (curiosity and aptitude matter more than existing expertise).
- Experience working in a multi-province insurance environment.
WHAT YOU WILL DO
This is a focused role with a clear purpose: support Optiom’s transition of warranty claims handling from a third-party model to an in-house capability. You’ll work closely with the Claims Supervisor and Optiom’s contracted warranty technical advisor, contributing to a high-quality, process-driven claims operation.
Warranty Claim Intake & Documentation
- Receive and document warranty/mechanical breakdown claim submissions from policyholders and dealer partners.
- Verify coverage eligibility and policy terms at intake; request and follow up on missing documentation.
- Create and maintain complete, accurate claim files in the claims management system.
Claim Review & Technical Collaboration
- Review repair estimates, diagnostic reports, and work orders submitted by repair facilities.
- Coordinate with the contracted warranty technical advisor to verify mechanical legitimacy and authorize repair scopes.
- Apply coverage terms to repair findings and make or recommend claim decisions with clearly documented rationale.
- Escalate complex or disputed claims to the Claims Supervisor with full documentation.
Policyholder & Dealer Communication
- Communicate claim status, coverage outcomes, and next steps to policyholders and dealer partners professionally and accurately.
- Manage expectations proactively where timelines, coverage, or repair scope are uncertain.
- Handle inbound warranty claim inquiries and resolve or escalate appropriately.
Process & Knowledge Development
- Contribute to building out Optiom’s internal warranty claims knowledge base — procedures, decision frameworks, and mechanical scenario documentation.
- Participate in cross-training with Claims Representatives to support team-wide warranty capability development.
- Surface process improvement opportunities as volume grows.
WHO WE ARE
Optiom Inc. is a Managing General Agency (MGA) and a wholly owned subsidiary of Aviva Canada. We design and distribute specialty insurance products through a national network of broker partners, embedded at the point of vehicle financing and leasing.
We are a team of specialists who take pride in what we build and how we serve. Our products protect Canadians in moments that matter, and our people are the reason our broker partners trust us. Joining Optiom means joining a business with strong backing, a clear purpose, and real room to grow.
As disclosed in this posting, Optiom uses AI tools to assist with initial screening. All hiring decisions are made by our human team.
We thank all applicants for their interest; only those selected for further consideration will be contacted. Optiom is committed to providing accommodations throughout the recruitment process. Please advise us of any
Pay: From $30.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Vision care
- Wellness program
Work Location: Hybrid remote in Langley, BC
