Madge Hoar
Salisbury
Summary
Experienced Insurance Professional with extensive customer service background
Overview
28
28
years of professional experience
Work History
Healthcare Claims Advisor
Aviva Insurance Company of Canada
10.2023 - Current
- Provide exceptional customer service by addressing client concerns and keeping them informed throughout the claims process.
- Review claim documents to determine benefit eligibility
- Coordinate necessary treatment to facilitate recovery
- Determine need for various assessments required throughout claims process
- Negotiate settlements where appropriate to ensure reasonable and timely resolution of claims
- provide support to junior staff when needed
- participate in training and initiatives to streamline processes
Team Lead, Group Disability
Co-operators Life Insurance Company
09.2018 - 10.2023
- Role: coach, mentor and support a team of 6 disability case managers
- Review and authorize claim decisions and provide constructive feedback to case managers
- Support Quality Assurance staff with assistance in training and audits
- Implement strategies to meet corporate goals for client service and case manager productivity
- Interact successfully with brokers, sales and underwriting
- Work with Risk Management Consultants and Legal department when required to participate in Examinations for Discovery
Disability Case Manager
Co-operators Life Insurance Company
03.2016 - 09.2018
- Role: adjudicate and manage Early Intervention/Short Term/Long Term disability claims throughout the claim life cycle with focus on timely closures
- liase with rehabilitation case managers and employers to coordinate successful return to work programs
- utilize various assessments to identify functional abilities & transferable skills
Disability Claims Specialist
Medavie Blue Cross
06.2008 - 03.2016
- Role: Adjudication and management of Short and Long Term Disability claim files
- Assist in training and mentoring of junior staff members
Senior Casualty Claims Representative
ING Insurance Company of Canada (now Intact Insurance)
04.2002 - 06.2008
- Role: Management of Accident Benefit Claim files by telephone
- Investigated, documented and settled medical and disability claims
- Collaborated with claimants, lawyers, rehabilitation consultants, independent adjusters and treating providers throughout life of claim
- Assisted in file audits and mentoring/training of junior staff
- Assisted in setting up Early Intervention treatment programs with approved vendors
- arranged various seminars with service providers (ie-massage therapists, chiropractors, physiotherapists, occupational therapists, and rehabilitation professionals)
- Handled litigation files and attended discoveries and mediations as required
Field Claims Representative
The Co-Operators
08.1997 - 04.2002
- Role: Management of Accident Benefit Claim files within assigned territory
- Investigated, documented and settled medical and disability claims in the field
- Met with claimants in their own environment to gather information and guide them through the claims process, coordinated treatment and returns to work
- Collaborated with lawyers, rehabilitation professionals and treatment providers throughout life of the claim to reach successful resolutions/settlements
Education
Advanced CIP Designation - Insurance
Insurance Institute of Canada
11-2025
BUILD Leadership training program - undefined
01.2018
Certificate in Rehabilitation Benefits Administration - undefined
Seneca College
01.2008
Chartered Insurance Professional Designation - Insurance
Insurance Institute of Canada
01.1994
Skills
- Self-motivated, goal oriented, ability to prioritize
- Able to multi-task in fast paced environment
- Organized, analytical, detail oriented
- Works well alone or in groups
- Skilled in training, communication and negotiation
- Excellent working relationships with internal peers, clients and outside service providers
- Qualified for General Adjuster’s license for NB, NL and PEI
Timeline
Healthcare Claims Advisor
Aviva Insurance Company of Canada
10.2023 - Current
Team Lead, Group Disability
Co-operators Life Insurance Company
09.2018 - 10.2023
Disability Case Manager
Co-operators Life Insurance Company
03.2016 - 09.2018
Disability Claims Specialist
Medavie Blue Cross
06.2008 - 03.2016
Senior Casualty Claims Representative
ING Insurance Company of Canada (now Intact Insurance)
04.2002 - 06.2008
Field Claims Representative
The Co-Operators
08.1997 - 04.2002
BUILD Leadership training program - undefined
Certificate in Rehabilitation Benefits Administration - undefined
Seneca College
Advanced CIP Designation - Insurance
Insurance Institute of Canada
Chartered Insurance Professional Designation - Insurance
Insurance Institute of Canada
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