Claims Mission & Philosophy

Our Mission

We are an insurance claims department that aims to ease the lives of policyholders who have had the misfortune of experiencing a loss. We exist to solve or resolve problem situations for our customers. We take pride and satisfaction in earning expressions of trust and satisfaction from people who have had a claim. We strive to achieve superior customer service. We want our brokers and agents to have confidence in our ability to look after their clients when a claim occurs. We aim to contribute to the long term financial stability of the company through adherence to quality adjusting standards and fair and efficient file management.

Our Philosophy

Over the years, Heartland has earned a reputation for fair and effective claims service. We maintain that reputation by focusing on traditional values in our claims relationships:

• Integrity
• Courtesy and Respect
• Fairness

We believe that providing personal attention results in superior customer service, so we make every effort to ensure the same adjuster handles a claim from start to finish.

We believe that being available to answer customer enquiries is a key element of superior service, so telephone calls are fielded by a live attendant, and email communication is addressed promptly. We set standards around response times, and we constantly seek customer feedback to assess and refine our performance.

We pride ourselves on being a supporter of Ontario’s rural communities, and work with customers to find local experts and claims service suppliers, where that option is available and preferred.

We are committed to working with brokers and agents in ways which help to highlight the value they provide when a client has had a claim.

We encourage the development of our Claims Professionals through continuing education. We strive to be a workplace where high standards are set; where service excellence is recognized and rewarded; where career advancement is possible from within.