Our Camille loves mentoring new starters at Aviva Canada, but her path here hasn’t been straightforward.
I joined Aviva about a year ago as an adjuster. One evening, I took a call from a customer who’d had an accident.
What’s an adjuster?
An insurance claims adjuster investigates claims, evaluates coverage, and works with customers to ensure fair and accurate settlements.
It’s a role that blends problem-solving, communication, and empathy to guide people through challenging situations.
His car needed rare parts which were going to take a while to source, and his cover didn’t entitle him to a rental car.
He was a retired pilot. That's how we got talking. Before Aviva, I was a flight attendant. He was telling me his stories of working for airlines; I was telling him mine.
By the end of the call, he understood why his car would take a little time. The good news was, he and his wife were safe and well. We’d had a good conversation, but he still sounded down. I asked why…
He was worried about getting groceries. I figured he could get food delivered but when I looked at a map of his neighbourhood, I saw what he meant. His was the only house for miles around.
I worked late that night. I called local stores until I found one that would take an order by phone and cash on delivery. I placed his order – groceries and dog food – and explained how he could do it next time.
If it was my grandfather, I’d want someone to help. Empathy goes a long way in this job. Customers aren’t calling for fun - they're calling because something’s gone wrong and they need help.
On feeling vulnerable
I always imagined a career in law, but when an airline came to campus recruiting flight attendants, I decided to take a chance. I loved it. I chose the skies over the courtroom and never looked back.
It wasn’t what my mum wanted for me, but it felt right. My cousin is a lawyer, and he doesn’t smile as much as I do. Being a flight attendant helped me develop my natural strengths.
Then my youngest asked, ‘Why do you always have to work on Christmas day?’ It stopped me in my tracks. I asked myself, why do I have to keep doing that?
That day, I decided to change my job to something literally more grounded. The next week I saw a job ad; Aviva were recruiting for adjusters.
The customer service aspect of the role caught my eye. I felt nervous, but I applied and when they offered me the job, I didn’t hesitate. I knew I could do it if I put my mind to it.
It hasn’t been easy, though. Six months in, I was in a vulnerable spot. This was my first corporate job, and I was kind of lost and not sure if this specific role was right for me.
I'm so happy I listened to that little voice inside and spoke up about how I was feeling. Erin, my leader, helped me find a new position here that really makes use of my people skills.
On mentoring
Now, I mentor new adjusters. I’d do it for free, that's how much I love it.
I support them as they put their technical training into practice and start talking to customers. The first days and weeks in a new job can be scary - I don’t want anyone to feel alone.
I help them settle in with colleagues and build confidence on the phones. Many have never taken customer calls, just like me when I started.
I listen to their calls and highlight what they're doing well. If you only point out mistakes, people stop believing they can succeed. Positive reinforcement builds confidence, which is so important.
When there’s room to improve, we work on it together. I ask them what they think they can do better, then help them get there.
On Tea with leadership
One day, I noticed a free seat next to Rosallie, our vice president, so I sat down. I wanted to hear her story - how she got to where she is.
Listening to her was fascinating. I told her, ‘Other adjusters would love to hear this story.’ She said, ‘If you set it up, I’ll tell them.’ And that’s how Tea with leadership was born.
I hosted the first session with Rosallie and six adjusters. We had proper tea sets and pastries, and she told her story. My second session with Fabian, our assistant vice president, was recorded live. Now, I'm planning a third.
I told my mom, ‘Never in a million years did I think a girl like me could make such a difference.’ Fostering a connection between leadership and adjusters inspires change and growth.
On next steps
I celebrated Christmas at home last year, and I'll be home again this year. I get to be there for my kids now - for special days and the little things, like fixing my daughter’s hair in the mornings.
If you’d asked me a year ago where I’d be today, I would never have imagined this – mentoring new adjusters and hosting events with our leaders.
Who knows what next year will bring?
