The Top Insurance Claims Carriers
in Canada | 5-Star Claims

Kelsey Hazelton, an investigator in the compliance, conduct, and investigations department at the Registered Insurance Brokers of Ontario (RIBO), warns that unclear denials and disputes over coverage don’t just frustrate clients. “When claims are denied, whether the decision is valid or not, it increases the risk of errors and omissions (E&O) exposure for brokers, which can lead to disputes or legal challenges,” she says.

And, in today’s complex claims environment, empathy is just as important as efficiency, remarks Linda Buckton, BFL Canada’s vice president, client executive. “When people have been involved in a claim, it’s never a happy situation,” she says. “I do think having someone who shows compassion and caring goes a long way in helping to ease what’s a very emotional process.”

What brokers want from a claims provider is timely, transparent, and technically sound service that keeps clients informed and supported across their entire journey.

For Hazelton, it comes down to:

• fairness
   

• efficiency
   

• transparency

“They should process valid claims promptly, communicate clearly, and act in good faith to ensure that policyholders receive the coverage they are entitled to,” she says. “Whether a claim is handled in-house or by a third-party adjuster, the experience should remain seamless and consistent for all parties involved.”

To Buckton, it’s simple: “What we want as brokers is quick service. People pay their premiums for years and years and years, and then you have a claim. That’s really where the rubber hits the road. Reach out to them, keep them involved, and let them know the timelines, deductibles, and what is and isn’t covered.”

That call for fast, transparent service is echoed by Hazelton, who adds, “Clear and proactive communication is key. Timely updates and realistic expectations make advising clients much smoother. A dedicated, solution-oriented claims representative can streamline the process. Ensuring third-party adjusters follow the same standards as in-house teams prevents discrepancies and confusion.”

This year’s 5-Star Claims carriers are delivering on those expectations by:

• using technology to streamline intake, triage, and real-time response without sacrificing quality
   

• building strong personal relationships through accessible, compassionate claims teams who guide clients through complex moments
   

• investing in deep expertise, with ongoing training and specialized knowledge tailored to policy types, industries, and evolving risks

To identify the winners, nearly 200 Canadian insurance professionals, including brokers, claims handlers, and senior industry leaders, evaluated the claims providers they had worked with over the past 12 months, based on the factors they considered most important:

• work quality
   

• technical expertise
   

• responsiveness and payment speed
   

• client service

IBC’s research team used this feedback to assign weightings to each category and calculate the final scores. The 11 firms with the highest overall ratings earned a 5-Star Claims award.

Three industry leaders share how they’re setting new standards in claims delivery and what they’re doing to stand out in a competitive, increasingly client-focused market.

Based on two years of survey data, IBC reveals that brokers are placing less emphasis on speed and greater value on technical expertise and client service.

The bar has been raised in 2025. Timeliness is now expected, but what sets 5-Star Claims carriers apart is how expertly they guide clients and brokers through complex claims, keeping them informed every step of the way.

As broker expectations evolve, claims providers are rethinking how they deliver service, combining technology, insight, and a heightened emphasis on the human experience.

This year’s 5-Star Claims award winners are leading that evolution, investing in forward-looking strategies that enhance efficiency without sacrificing empathy.

The top insurance claims carrier continuously seeks new and improved ways to help its employees better serve customers and foster relationships built on trust. 

For example, with the assistance of AI, Northbridge is focusing on improving its operations by automating complex processes in previously impossible ways.
 

It has formed an AI council to drive this cutting-edge work internally. It has also recently launched an internal tool that extracts pertinent information from claims notices to set up the claim automatically in its system and get it into the hands of an adjuster sooner.

“This will ultimately improve the efficiency of our processes and allow our claims professionals to focus on strategic thinking and customer connections,” explains vice president of claims Lynne Cool.

Elizabeth Bull, senior vice president of claims, Canada, describes the future of claims service as a careful balance between utilizing new technological advancements in the claims arena and preserving the high-touch, hands-on service that defines Arch’s brand.

“It’s really about continuing to elevate the claims value proposition,” she says. “After all, we are the moment of truth, and we are judged as a company on how we deliver that service.”
 

While Arch has invested in new tools, including a modern claims system, Bull emphasizes that these advancements should not forgo the company’s core claims service principles. Technology should enhance, not replace, the human element at the heart of the experience.

“We’re living our brand promise of Pursuing Better Together, both internally from an Arch perspective, but also through the eyes of our brokers and clients,” she adds.

For the third-party claims administrator that has delegated authority from Lloyd’s underwriters and others in Canada, the most significant opportunity for innovation lies in a combination of technology and empathy.

“AI tools can streamline things such as intake, triage, and document management, but that has to be in harmony with the human element, including judgment and emotional awareness,” explains Chelsea Thibodeau, vice president of business development and senior claims specialist.

That’s especially true in a charged claim, such as when someone’s house burns down on Christmas, a file she has handled in years past. “You need a human in the mix, for sure,” she adds.
 

The company is preparing for the future by investing in better data-driven analytics, identifying trends, and proactively measuring exposure. It is also exploring ways to digitize the customer experience by allowing insurers, and possibly even brokers, to track their claim progress, much like they would a package. Voice-to-text notes for field adjusters may also be on the horizon.

“Our innovation approach is always rooted in service,” explains Thibodeau. “We’re not chasing tech for the sake of novelty; we’re adapting thoughtfully, using tools that elevate our accuracy and trust.”

Industry expert Hazelton agrees that these kinds of innovations make a real difference. “Technology plays a major role in efficiency,” she says. “Online portals that allow brokers and clients to track claim progress, upload documents, and communicate with adjusters improve transparency and reduce administrative burdens. A well-designed digital platform can lead to faster resolutions and better client satisfaction.”

Hazelton adds that offering multiple channels to start a claim, including online portals, phone, email, and mobile apps, ensures accessibility and meets diverse client needs.

Despite a slight 5 percent decline in emphasis this year, responsiveness and quick payments remain a top broker priority, often marking the difference between a smooth resolution and a frustrated client.

The 5-Star insurance claims carriers have implemented systems and processes to stay fast without sacrificing quality.

Northbridge regularly monitors and updates its claims processes to promote growth and keep pace with industry developments and advancements.

Its Listening for Excellence program is one initiative that aims to coach its adjusters on how best to respond to client calls. Each quarter, the quality assurance team and managers listen to a random sample of their customer calls to collect data on the team’s responses.

“This allows us to provide actionable feedback and ensure we’re always striving to be better,” says Cool.

Bull reflects on Arch’s new claims system, as plans are underway to extend the implementation to the company’s Canadian operations in the near future.

The team emphasizes speed at every stage of the claims cycle as essential to meeting customers’ expectations. Combined with proactive communication, this approach strengthens relationships with brokers and clients long before any issues arise.

“We need to be there for our clients and brokers, ensuring timely, responsive service, which makes all the difference,” reflects Bull.

Royal Claims has built timeliness into its systems to meet broker and client expectations without cutting corners. It follows an internal sprint methodology, which breaks claims progress into short, trackable cycles, keeping momentum high and ensuring no file lingers for too long.

“We’ve also integrated real-time dashboards with flags that highlight bottlenecks as soon as they start,” Thibodeau adds. “That way, we can address issues before they disrupt the workflow behind them. And then we prioritize urgent files and do claim triage early in the assessment.”

Senior adjusters oversee complex files to prevent backlogs, but speed alone isn’t the only benchmark. Efficiency and accuracy are emphasized, illustrated by team leaders matching adjusters to claims based on their expertise, not just availability. This approach minimizes the delay caused by knowledge gaps or rework.

In 2025, a modest rise in the importance brokers place on transparency and client service points to a continued shift toward valuing clear, proactive communication and client-focused support in claims handling.

 

 

 

Claims handling is increasingly seen as a test of technical knowledge, evidenced by its increasing importance among Canadian brokers.

The top-ranked insurance claims carriers equip their teams to deliver on that expectation by:    

• investing in structured, ongoing education that keeps technical knowledge current
   

• fostering mentorship cultures where senior experts support and coach new team members
   

• tailoring training programs to match the specialized risks and policy wordings of their clients

The best-in-class insurance claims carriers are putting these principles into practice in distinct and effective ways.

Northbridge invests in building its team’s knowledge base, growth, and development through two programs about which it is most proud:    

• Northbridge University offers over 60 claims-specific courses developed in-house by its industry experts; the material is continually updated to reflect current trends and needs tailored to the nuances of its insureds’ businesses.
   

• collaborates with leading colleges and universities to recruit top talent, then further develops their education and skills through Northbridge’s internal New Grad and Accident Benefits Claims School, emphasizing specialized insurance knowledge and a customer-centric mindset

Arch’s Bull returns to the company’s second service pillar of claims expertise to explain how Arch fosters technical excellence across the board. The company is committed to ensuring continuing education for all staff at every level.

“We’re blessed to have a very deep base of technical acumen within our group and seasoned adjusters,” she says. “But that doesn’t mean continuing education stops.”

While continuing education requirements aren’t mandated in Ontario, as in provinces such as Quebec, Arch has built internal expectations around professional development. 

The claims department promotes continuous learning by encouraging employees to complete one to two formal education pieces annually, tying that participation to individual goals and objectives. The company also leverages expertise from its partner networks and broader industry resources to close any technical gaps and keep knowledge current.

“It’s really about building on our existing technical acumen and making sure that we keep it up to date, and promoting an environment of continuous learning,” Bull adds.

Royal Claims’ Thibodeau, herself, instructs a CIP course for the Insurance Institute of Canada, the C-12 property course. That puts her on the front line when changes in education or technical knowledge come through, which she shares with staff. A co-worker also used to teach a liability course, so together, they have both major aspects nailed down.

“We recognize that modern claims handling demands more than administrative efficiency; it also requires technical depth,” she notes. “Our team undergoes regular, continual education, and we encourage everybody to specialize.”

For example, some adjusters are trained in CGL, property, and E&O, as well as nuances such as builders’ risk, strata, liability, and Lloyd’s policy wordings, which they specialize in.

It also fosters a mentoring culture, where senior staff with global market experience coach newer team members. Thibodeau spent three months learning at Lloyd’s in London, England. 

Leadership also meets with staff at dedicated times each week, where they get into the nitty-gritty of complex claims posing challenges across its various coverage areas.

That is complemented with analytics and scenario-based training, ensuring the team maintains a high standard of technical excellence.

Industry experts say the kind of depth exhibited by the leading insurance claims providers matters.

“Insurance policies can be complex, and having knowledgeable claims adjusters ensures that claims are handled correctly,” says Hazelton. “Industry-specific expertise can be crucial in specialized areas. Whether handled internally or by a third party, adjusters should have the necessary expertise to evaluate claims fairly and accurately.”

Buckton agrees: “If you have a cyber claim, for example, that needs to be handled by someone who specializes in cyber insurance. Even auto is specialized, because each province has different rules. And with D&O or E&O coverages, you need someone who is specialized.”

Effective claims adjustment has held steady over the past few years, ranking fourth on brokers’ priority list. What sets standout insurance claims carriers apart is how they respond when a file becomes complex.

The leading performers all share a competitive edge, combining speed, clarity, and in-depth technical knowledge with proactive service that builds trust.

In 2024, insured damage from severe weather events in Canada surpassed $8 billion, according to Catastrophe Indices and Quantification Inc. The growing scale of these events has prompted Northbridge to evolve its approach to disaster response. When a disaster strikes, its dedicated catastrophe team mobilizes immediately to reach affected areas quickly, conducting onsite inspections and expediting the claim settlement process. 

“Our team of experts is committed to supporting our customers through the most challenging times,” Cool adds.

With claims experts well-versed in complex policies, diverse risks, and multiple industries, Northbridge stands out by simplifying complicated language and helping clients understand their coverage.

To ensure a smooth experience, claims professionals carry out timely, thorough reviews of each loss and the applicable coverage, providing clients with the clarity and support they need when it matters most.

When asked to walk through a specific claim requiring deep policy knowledge or nuanced interpretation, Bull took a broader view. She emphasized that every claim, no matter how routine it may seem, demands a high level of technical expertise and careful, case-by-case application of policy language.

“I take a general stance on this,” she says. “Every single claim requires technical expertise and the ability to ensure that we are applying the policy wordings as they are meant to be for each individual circumstance.”

What sets Arch apart is its deep expertise and the consistency and continuity with which it’s applied, an edge brokers frequently point to. “It’s really about attention to detail,” adds Bull. “There are always nuanced interpretations.”

Bull also highlights Arch’s comprehensive understanding of clients’ businesses and needs as a key differentiator. She says, “It comes down to how we adapt our approach to protect the customer’s interests in every situation.”

One of the key challenges is nuance in policy interpretation, Thibodeau notes. A recent example involved a contractor liability claim involving a junior tradesperson who failed to install a critical piece of roofing material. That led to significant water damage across multiple floors. The contractor initially denied responsibility, so the claim required a precise reading of both the contractor’s CGL policy and the homeowner’s coverage.

“Our adjuster had to navigate the endorsements related to faulty workmanship and resulting damage while coordinating with both insurers on the subrogation response,” she explains. “Thanks to our understanding of British Columbia legal precedent and the specific policy wordings, we were able to separate the covered damage from the excluded costs and negotiate a fair contribution from both parties to the policy.”

Thibodeau adds that it has become a useful precedent for how similar claims should be handled under this particular binder going forward.

IBC’s 2025 research confirms that brokers demand more than just timely payouts – they expect:   

• proactive, transparent communication
   

• technical depth across specialized risks
   

• consistent, compassionate human service
   

• tools that simplify without depersonalizing

 

The Top Insurance Claims Carriers
in Canada | 5-Star Claims

• 
  Royal Claims Services
   
  
• 
  Arch Insurance Canada
   
  
• 
  Coast Claims
   
  
• 
  Northbridge Insurance
   
  

• Aviva
• ClaimsPro
• Crawford & Company
• Economical Mutual (Definity)
• Intact Insurance
• Specialty Claims Canada
• Wawanesa Insurance