The responsibilities of claims adjusters supervising non-certified personnel

Publication date: July 30, 2025

Targeted audience

Claims adjuster

Compensation Claims Adjusters Supervisor: A Key Role in Protecting the Public

Claims adjusters supervisors play a key role in the industry. Since May 9, 2025, non-certified individuals may be increasingly called upon to handle certain types of claims for which they are authorized to act.

By rigorously supervising them, supervisors help ensure that best practices are followed to protect disaster victims.

To support claims adjuster supervisorss in meeting their responsibilities, the ChAD has grouped the new rules into the following four themes:

The supervisor’s qualifications
Full responsibility for the files
File review
Client communications

Files that can be handled by a non-certified Personnel

Since May 9, 20251, a non-certified individual may settle a claim under certain conditions: only through the use of information technology and under the supervision of a claims adjuster. They may only handle claims in the following three situations:

An automobile claim under the Direct Compensation Agreement
Glass breakage
A claim of up to $7,500 $².

^{1 Section 10, Act respecting the distribution of financial products and services}

^{2 The maximum amount was adjusted when An Act to amend various provisions mainly with respect to the financial sector (Bill 92) was assented to on 4 June 2025}

1. Supervisor Qualification

A claims adjuster may supervise non-certified employees if they have worked in the “claims adjuster” discipline or in the “personal lines claims adjuster” category for at least 24 of the last 36 months.

They must also meet the following four conditions:

Must not have been subject to a disciplinary sanction under the Act respecting the distribution of financial products and services (ADFPS) in the five years preceding their appointment as supervisor
Must never have been struck off by the disciplinary committee of a professional order
Must not be subject to a sanction or striking off while acting as a supervisor
Must have no restrictions or conditions attached to their certificate

2. Full responsibility for files

In its Bulletin, the Authority clarifies that each file handled by a non-certified person must be assigned to a supervising claims adjuster who “remains fully responsible for the file.”

The firm is responsible for determining the tasks that the non-certified person may perform, and for providing written instructions on the steps to follow when processing a claim. The supervisor should review these instructions to ensure proper oversight.

3. File review

The supervising claims adjuster is responsible for reviewing files handled by a non-certified person as follows:

Systematic review: If the client disagrees with the proposed settlement, the claims adjuster must systematically review the tasks performed and steps followed by the non-certified person before the claim is settled.
Random review: The claims adjuster must implement a random review method and determine:
- The frequency of the reviews
- The nature of the reviews to be conducted

During the review, the supervisor must ensure that the proposed settlement complies with the insurance contract.

4. Client communications

The non-certified person settling a claim must inform the insured of the following:

That they are acting under the supervision of a claims adjuster
The identity of the supervisor

The supervisor’s name must be recorded in the client’s file. If requested by the insured, the non-certified person must forward the file to the supervisor.

For more information, read refer to the Regulation amending the Regulation respecting the pursuit of activities as a representative in the Gazette officielle du Québec (available in french only).

The translation of this article was done using AI but was reviewed by humans.