The Claims Process
We hope you never suffer an unfortunate loss that puts you in a claim situation. However, if you do, we want to make the claims process to be as easy as possible.
The statutory conditions of policy advise that you are to notify your insurer without delay in the event of a claim. The sooner we are aware of a claim, the better we can serve you and protect your interests. Be sure to report any vandalism or theft to police. In addition, all personal injury automobile accidents and accidents resulting in property damage to all vehicles in excess of $2,000 must be reported to the police.
If your property is damaged, do what you can to protect it from further damage. You can be reimbursed for reasonable expenses to mitigate damages for insured losses. Whenever possible, take photographs to document the damage prior to beginning mitigation efforts.
If you have experienced property loss or damage, compile inventory lists of all damaged items with identifying brand names and model numbers. Record where and when you bought the item and its original purchase price. Assemble any receipts, warranty documents and other proofs of ownership for lost or damaged property. Retain any receipts relating to expenses or replaced property.
Limit your discussions to your agent or broker, our representatives and any authorities involved. In particular, don’t discuss responsibility for a loss with anyone else until you’ve talked to us.
The following is an overview of the steps involved in the claims process.
The starting point with any claim should be reporting it to your insurer promptly.
Reporting Your Claim
Reporting an Automobile Claim
To report an automobile claim, please contact your local agent.
Reporting a Property Claim
- To report a property claim, contact our office at 1-800-565-3544 or 1-902-863-3544 and an adjuster will respond promptly and assist you with the claims process.
- Should you need to report a claim outside of normal business hours, please contact your local agent, who can contact an adjuster if you require claims assistance prior to the next business day.
The Claim Process is Started
An adjuster will contact you. Depending upon the circumstances of the loss, or the extent of the damage, the adjuster may:
- Contact you by phone to obtain specific details and provide instructions,
- Visit your home to assess the damage, obtain specific details, and provide instructions.
Coverage Is Determined
Insurance is meant to cover certain sudden, accidental, and unforeseen events. While the coverage provided is often very broad, exclusions are contained in any insurance policy. Your adjuster will examine the facts of your loss, and determine whether coverage exists for your loss.
Value Is Determined
Provide the adjuster with any information requested during the claims investigation. This may consist of a list of damaged personal property items, along with any documentation you may have to help establish the value of the items claimed. Your adjuster will work with you to help you decide upon a reputable contractor to provide quotes for repairs to damaged property. Your adjuster will discuss options available for how we can settle your claim.
Repairs Assessed and Authorized
Obtain estimates for repairs. You will generally need two estimates, but the adjuster will provide information to you regarding the number of estimates required, and the information they should contain. Obtain estimate(s) and forward them to your adjuster for approval. When you have received approval from the adjuster, you may arrange for work to be completed and sign the work order. Do not make any arrangements until you have authorization from the adjuster.
Proof of Loss Form
Prior to issuing payment of your claim, you will be required to complete and sign a statutory declaration regarding the details of your loss. Your adjuster will provide you with a Proof of Loss form for this purpose, and provide you with assistance in completing the form, if required.
Depending upon the process determined by your adjuster, payment may occur by one of the following ways:
- A cheque is issued directly to you,
- a cheque is issued directly to the contractor or vendor,
- a cheque is issued co-payable to you and your contractor or vendor, and is sent to you, to ensure your satisfaction with the repairs. When you are satisfied with the repairs you endorse the cheque and forward it to the contractor or vendor.
Insurance policies generally contain a deductible applicable to any loss. This is your contribution to the loss. The amount of the deductible is listed on the Coverage Summary Page of your insurance policy. The deductible is applied and deducted from the settlement cheque.
Claim is Closed
Once you have submitted the Proof of Loss form, and payments have been issued, the claim is closed.
To update your account contact information please complete the following form:
Request a Quote
At Antigonish Farmers’ Mutual we are able to work with you to find a suitable product designed to meet your needs. Get a Free, No Obligation Quote by completing the following form:
Complaint Resolution Assistance
Your experience with Antigonish Farmers’ Mutual Insurance Company is important to us. We aim to provide superior customer service and high quality insurance products. If you have a question or concern, we want to work with you to find an answer.
Contact your insurance agent. Make sure you have your details and policy papers ready before you call. Your agent will discuss the situation with you as you work towards a resolution.
If you are not able to reach a resolution with your agent, your next step would be to contact management. Someone from management or a senior representative will discuss your issue with you, and attempt to reach a resolution.
If you still have not reached a resolution, the final step is to contact an external body for assistance: Mutual Insurance Companies OmbudService.
Tips for Resolving a Complaint
Ask for an Explanation
If you think there’s a problem, ask for an explanation as soon as possible. Often, problems arise due to misunderstanding or miscommunication between individuals. If addressed early, many problems can easily get sorted out. However, if you are not satisfied with the response you receive make a formal complaint.
Be Clear About the Problem
Be clear about the problem and what you would like to see happen in the future. A formal complaint often requires that you make a complaint in writing. You need to identify the problem, state why you think it’s a problem and set out what you would like to happen. Put down the facts in a logical order and provide relevant information and copies of documents. Avoid unnecessary detail and repetition. Avoid bringing new issues forward while the complaint is going through the process. Often this confuses matters and results in unnecessary delays.
Ask For Information
Ask for information when necessary. Know your rights about filing a complaint. Keep in mind that some companies are required to have a complaint process that includes providing information on how to make a complaint, how long the process will take and the next steps if the complaint remains unresolved.
Keep a Complaint File
Make copies of all correspondence and official documents you send to the company. Always send copies of official documents and keep the original for your file.
Keep Records of Conversations
If you phone a company or attend a meeting, keep a record of the date, the name of the person you spoke to and the main issues raised by both of you. If there is an action expected following a conversation, send a confirmation letter to the company. Be specific about the agreed action and the timelines.
(Source: Canadian Council of Insurance Regulators)