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Field Service Representative, Home Warranty Claims At Aviva

Location: Vancouver, British Columbia

Job Description

We have an excellent opportunity in our Home Warranty Insurance Claims department based in the Lower Mainland, and services the BC Region. You will bring a real passion for the industry and sound-judgment. You will be responsible for making coverage decisions based on the policy issued, the builder agreements and indemnities, and the applicable provincial laws and regulations. You will manage construction defect claims submitted by homeowners and strata's under policies of home warranty insurance, and ensure that any qualified construction defects are repaired by either the Developer/Builder or through the engagement of a third-party contractor.

Your role will consist of both single family and multi-family projects. Home Warranty Insurance serves the purpose of protecting consumers of new homes from construction defects in addition to contributing to improving the quality of construction of residential buildings.


  • To undertake on-site claims investigations within the lower mainland.
  • Adjustment of Building Warranty claims through verification of policy coverage by assessing the presence of construction defects and liability for the same.
  • Engage and work well with Developer's/Builder's and Homeowners to ensure appropriate resolution of a claim within the terms of the policy, while satisfying all other partners, including provincial regulators.
  • Maintenance of claim financial records through the process of recording of claims, maintenance of adequate reserves, prompt payment, insuring identification of possible recovery opportunities and accurate closing of claims.
  • Engagement of professionals (i.e. engineers, consultants, industry experts, external legal counsel) and third-party contractors for the purposes of making coverage decisions and, in the event that a builder/developer defaults on their obligations under the Builder Agreement and Indemnities, for ensuring repairs are completed pursuant to the policy of home warranty insurance.
  • Liaise with Underwriting on claims issues, topics, and trends that may impact overall business relationships and future enrolments with Builder/Developer clients.
  • Enlist external contractors to scope, estimate and facilitate repairs on qualified construction defects by assessing and authorizing repair bids while ensuring the most equitable and economical method of repairs.
  • Build and maintain open communication with Underwriting and Technical Services teams to ensure proper risk management during the handling of claims and for the purpose of improving future service to our clients.
  • Utilize the Technical Services team to perform site reviews and assessments, as expert resources to assist in the coverage decision-making.
  • Consider multiple sources of information in making coverage decisions including the following: the policy of home warranty insurance, builder agreement and indemnities, provincial act and regulations, regulatory requirements, building codes, provincial performance guides, industry standards, manufacturer’s warranty, and other.
  • Provide support and assistance to Builders/Developers by ensuring they understand their obligations under the Builders Agreement and Indemnities to resolve issues related to coverage under the policy of home warranty insurance.
  • Support and provide assistance to Property Owners and Strata Corporations to ensure understanding and awareness of the obligations and coverage contained in the policy of home warranty insurance
  • Give to the ongoing positive, professional and dynamic Home Warranty Insurance Team environment by collaborating and sharing ideas.

    Required Qualifications, Knowledge, and Skills:

  • 3-5 years of experience in the general insurance industry, preferably in the surety and/or warranty claims fields
  • Working knowledge of computer applications, including MS Word and Excel is required. Knowledge of XactAnalysis and other web-based databases would be beneficial
  • Excellent customer service skills and experience
  • Experience with engaging professionals and third party trades, including the critical review and analysis of scopes of work, estimates, bids, supplemental invoices, reports, memos and professional opinions
  • Strong interpersonal skills, with the ability to build positive relationships
  • Strong investigation and negotiations skills.
  • Excellent command of the English language, including oral and written communication.
  • College or post secondary degree an asset
  • Practical experience within the development and/or residential construction industries is considered an asset

Additional Information:

Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.