Claims National Appraisal Team Leader, Property

Next Horizon is here. Fueled by investments in talent and technology, our bold strategy to transform is nearly complete.  

At Gore Mutual, we’ve always set ourselves apart as a modern mutual that does good. Now, we’re proudly building on that legacy to transform our company—and our industry—for the better. 

Our path forward sharpens our focus on business performance, driven by leading technology, innovation and an agile, high-performing culture. With Gore Mutual and Beneva announcing their intent to merge in 2026, we’ll be uniting two well-established, financially strong, and trusted brands to become the strongest mutual insurer in Canada, ensuring Canadians have purpose-driven insurance options for generations to come. Come join us. 

As a National Appraisal Team Leader, Property within our Property Claims Department, you will play a crucial role in leading and managing a team of field and desk appraisers responsible for evaluating property damage claims. Your main objective will be to ensure the accurate and efficient assessment of residential and commercial properties affected by various perils such as fire, water damage, natural disasters, and more. You will be responsible for supervising the appraisal process, providing technical expertise, and maintaining high-quality standards in alignment with company policies and regulatory requirements. This leader will also oversee future Field Appraisal and Reinspection programs that are added to the business. Through your leadership, you will contribute to the overall success of the Property Claims Department, including customer experience and severity management.

Job Responsibilities:

ASSESS PERFORMANCE AND DEVELOP STANDARDS FOR PERFORMANCE

• Lead and mentor a best-in-class property field appraiser group, who are highly engaged, collaborative, positive, and continuously developing.
• Responsible for career development and succession planning.
• Coordinate and assign property damage appraisal assignments to field appraisers based on expertise, workload, and geographic coverage.
• Provide guidance, support, and ongoing training to enhance the team's appraisal skills and ensure consistent performance.
• Monitor the progress of appraisals, ensuring timely and accurate completion of reports.
• Offer expert advice and support to appraisers in handling complex or challenging appraisal cases.
• Demonstrate a deep understanding of property appraisal methodologies, construction techniques, and relevant industry guidelines.
• Performs Appraisal Channel Calibration and Training
• Support the development of standards and practices to support the Appraisal team and ongoing claims strategy in managing claims costs and promoting efficient handling of all external services assisting the claims process.
• Resolves customer escalations and addresses any trends and opportunities to improve customer experience.
• Uses data to identify, assess and propose indemnity corrective opportunities and develops and builds detailed business plans outlining recommendations

CUSTOMER SERVICE AND ESCALATIONS

• Ensure a customer-centric approach during property inspections and appraisals, maintaining professionalism and empathy while interacting with policyholders and claimants.
• Handle escalated customer concerns related to property damage appraisals, ensuring prompt resolution and customer satisfaction.
• Address any vendor related escalations and collaborate with the Vendor Specialist to bring matters to resolution.
• Collaborate with the vendor office to deliver both fair and of high-quality estimates and work.
• Stays abreast of market and industry capabilities, and fair market rates for comparable products and services.
• Other duties as assigned by the Claims Operations Manager, Personal Property.

QUALITY ASSURANCE AND PROCESS IMPROVEMENT

• Collaborates with peers within other business functions to share best practices in partner performance management.
• Conduct thorough reviews of appraisal reports to verify accuracy, completeness, and compliance with company standards and industry regulations.
• Provide constructive feedback and corrective actions to maintain the highest level of quality in the appraisal process.
• Provides input to the Claims Manager, Claims Supervisors, Claims Performance Manager, Vendor Specialist, and other stakeholders, on continuous improvement opportunities for functional processes and technologies to drive efficiencies in vendor performance and other PAR activities.
• Identify opportunities for process optimization, automation, or the integration of technology to enhance the efficiency and accuracy of property appraisals.
• Ensure accurate and impactful risk identification, evaluation, continuous monitoring, and escalation protocols to support the operation.
• Coordinate efforts during catastrophic events with a focus on proactivity and speed while ensuring specific reporting needs are being met.
• Act as a Change Champion, drive continuous improvement in the property claims ecosystem.

CLAIMS AND STAKEHOLDER MANAGEMENT

• Develops and maintains effective working relationships with stakeholders including Claims leadership and staff, training teams, technology, and other support teams.
• Ability to persuade and influence stakeholders over whom they have no authority.
• Collaborate with peers within other business functions to share best practices in partner performance management.
• Enable Claims leaders to make informed decisions by assisting them in problem solving appraisal channel performance challenges.

What you need to Succeed: 

• Undergraduate degree
• ICAR - Appraisal designation 
• 3-5 years of Property Appraisal experience
• 3-5 years of Appraisal Quality Assurance experience
• 5+ years of Leadership experience 
• 5+ years of experience working in Insurance Claims

Hybrid: We are a hybrid company and you will be required to be in office 2 days per week in our Cambridge, Ontario office.

#LI-HYB & #INDHP

Gore Mutual Insurance is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process. If you require accommodation because of a disability, we will work with you to meet your needs. If you are selected for an interview and require accommodation, please advise the HR representative who will consult with you to determine an appropriate accommodation.