Kirstie Heffer
Victoria,BC
Summary
Dynamic Total Loss Adjuster at Intact Insurance with a proven track record in claims investigation, fraud detection, and complex claim handling. Recognized for exceeding performance metrics and enhancing customer satisfaction through effective communication and problem-solving. Manages complex claims, demonstrating strong decision-making skills and attention to detail in high-pressure environments.
Overview
15
15
years of professional experience
Work History
Total Loss Adjuster
Intact Insurance
04.2016 - Current
- Lead adjuster for Hail 2024 and 2025. Created specialized email and notes templates, trained and assisted in managing adjusters helping, provided daily updated worklists for up to 7,000 claims.
- Manages complex and high-priority claims, demonstrating strong decision-making skills and attention to detail in a high-pressure environment.
- Conducts thorough investigations to determine accurate claim processing and payouts, resulting in fair resolutions for clients.
- Educates policy holders on total loss procedures, helping them understand their rights and responsibilities during the claims process.
- Consistently meets or exceeds performance metrics, such as NPS, call quality, call stats, IFRs.
- Identifies suspicious claims, escalating issues to supervisor/ISU for further investigation and analysis, even during times of high volume.
- Contributes to the development of training materials, conducts training and have been a success partner for multiple new hires, ensuring they are adequately prepared and supported.
- Recognized by management as an integral team resource.
Auto Claims Adjuster
Intact Insurance
05.2014 - 04.2016
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
- Conducted thorough investigations of auto accidents to accurately determine liability.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident, and identified suspicious claims.
Store Manager
YM Inc.
10.2010 - 04.2014
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed hiring, training and mentoring new staff members.
Education
Dogwood Diploma -
Mount Douglas High School
Victoria, BCInsurance Institute
Victoria, BCIntact Insurance
Victoria, BCSkills
- Claims investigation
- Fraud detection
- Decision-making
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Written communication
- Task prioritization
- Professionalism
Timeline
Total Loss Adjuster
Intact Insurance
04.2016 - Current
Auto Claims Adjuster
Intact Insurance
05.2014 - 04.2016
Store Manager
YM Inc.
10.2010 - 04.2014
Dogwood Diploma -
Mount Douglas High School
Insurance Institute
Intact Insurance
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