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.

Follow this link for instructions on reporting a claim: Report a Claim

An adjuster will contact you. Depending upon the circumstances of the loss, or the extent of the damage, the adjuster may:

  1. Contact you by phone to obtain specific details and provide instructions,
  2. Visit your home to assess the damage, obtain specific details, and provide instructions.

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.

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.

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.

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:

  1. A cheque is issued directly to you,
  2. a cheque is issued directly to the contractor or vendor,
  3. 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.

Once you have submitted the Proof of Loss form, and payments have been issued, the claim is closed.