Frequently Asked Questions on Claims

Frost and the weight of ice or snow are just some of the factors that can damage your pool or spa.

Getting the Right Protection

By taking out a home insurance policy with us, you can supplement your basic insurance to cover:

• Your above-ground pool, including equipment and accessories, as well as attached patios that are not connected to the house
• Your in-ground pool or spa, including equipment and accessories, as well as attached patios that are not connected to the house

Get a home insurance quote

Complete an online home insurance quote. It’s quick, easy and commitment free.

You can also request a quote over the phone simply by contacting us.

It’s always best to repair a chipped windshield as soon as possible, before it develops into a nasty crack. While a chip can usually be fixed, a crack means you’ll most likely have to get the glass replaced, or you’ll be in danger of it shattering at any time, and causing far more serious damage.

If you have Comprehensive coverage, you’re covered for most glass repairs, without having to pay a deductible. Many repair shops will even call your insurer for you, so all you have to do is get it fixed and drive away.

Whether or not the glass can be repaired instead of replaced depends on the size, location and severity of the damage. Most shops can repair quarter-sized chips or cracks up to three inches. However, if the damage is in the corner of the glass, it’s far more difficult to repair, and it can compromise the strength of the glass. Anything from a small, flying object to a strong burst of wind could cause the glass to break, which could potentially lead to a crash.

If the damage is such that you have to get the glass replaced, you will be responsible for paying your deductible. So, before that chip gets any bigger than the head of a nail, look for your local glass repair shop and have a qualified glazer inspect the damage.

Comprehensive coverage is not mandatory, but is often required by insurers. To find out more, read Choosing the Right Kind of Auto Insurance.

Collision covers damage to your car that’s caused when it tips over or collides with another object. For example, if you’re driving in a parking lot and you hit another car or bump into a lamp post, or if a shopping cart hits your car, the resulting damage is covered by Collision.

For other damages not covered by Collision, your Comprehensive coverage takes over. Comprehensive covers glass breakage and damage caused by theft, vandalism, wind storm, hail, fire, or earthquakes.

When you purchase both Collision and Comprehensive coverage, you’ll get the All Perils coverage, free of charge.

Uninsured Automobile coverage protects you and your family if you’re injured or killed by a driver who is not insured, or by a hit-and-run driver. It also covers your car if it’s damaged by a driver who’s not insured.

Uninsured Automobile coverage is automatically included in your policy, while both Collision and Comprehensive are optional.

To find out which endorsements to include in your insurance policy, read Choosing the Right Kind of Auto Insurance.

Water damage insurance covers damages caused by surface or ground water.

Our basic coverage is $10,000; however, you can increase this amount for a higher premium.

How much insurance do I need?

To calculate how much insurance you really need, you should estimate the value of all your property and investments that could be damaged if you experience a loss.

Bear in mind that your insurance amount includes not only damage to your home and belongings, but also additional living expenses arising from the loss.

In some cases, $10,000 is plenty. In others, more coverage is definitely necessary.

If you’re already a customer, contact us agent for helpful advice on water damage coverage. If not, request a home insurance quote. It's quick, easy and commitment free.

You can also request a quote over the phone simply by contacting us

If you experience a loss, take immediate steps to minimize the damage.

• In the event of water damage, cut off the water supply and move all furniture and damaged items to a dry place.
• In the event of theft, call your local police immediately.
• In the event of a fire, call the fire department right away. Even a small fire can spread quickly if it’s not brought under control.
• If there’s damage, one of our claims advisors can help you deal with the emergency and start the claims process.

You can minimize the risk of experiencing such a loss. To find out more, read Tips on Preventing Home Insurance Claims.

You can pay by:

• Pre-authorized chequing (PAC)
• Cheque
• Credit card (Visa or MasterCard).

As a policy holder, you are responsible for informing your insurer of any changes made to your vehicle and/or how it is used. This includes things like vehicle modifications, changes in vehicle use (for example, commercial use), the addition of newly licensed drivers to your household, a change of address, etc.

A vehicle modification includes:

• Performance-related modifications, such as upgrading the engine
• Electronic modifications, such as upgrading the stereo
• Cosmetic modifications, such as tinting the windows

Commercial use means any change in use where the insured vehicle is now used for commercial purposes. For example, if you recently became a painter and you started using your mini-van to carry your paint and equipment, this would be considered commercial use.

You should always notify your insurer when any material change, as outlined above, is made to your vehicle. The risk of this change will be re-evaluated and may result in a premium adjustment. If you make any of the changes described above but don’t inform your insurer, the insurer can decide to deny your claim, and may even cancel or void your policy. For example, if you modify your vehicle to give it a turbocharged engine and you end up crashing, you’ll most likely be refused coverage for violating your insurance contract.

Note: If your vehicle has been modified because of a medical condition, you should still notify your insurer.

Read other questions and answers about auto insurance.

If you make a claim, your claims advisor will need various documents, including:

• Receipts
• Proof of ownership (such as photographs, user manuals, and warranties)
• A list of damaged property

If one of your appliances causes water damage or a fire, it’s important for you to keep this appliance for assessment.

An inventory of your belongings could help prevent headaches in the event of a claim. To find out how to draw up an inventory, read Evaluating the Value of your Personal Belongings as Accurately as Possible.

You need to file a police report in the following situations:

• Theft or attempted theft
• Vandalism
• Fire
• If a vehicle hits your house

A police report is required for most home insurance claims.

Go immediately to your nearest dealer:

• Apple Auto Glass
• Standard Auto Glass
• Speedy Glass

If you are covered by an Auto Insurance policy with us, simply show your auto insurance certificate to the retailer and they will contact us to process your claim.

Get an online auto insurance quote.

If you’re getting a chip repaired, you won’t have to pay a deductible. In fact, your repair shop may even call us directly and take care of it all for you.

However, if you need to get glass replaced because of more serious damage, you will be subject to a deductible. So, it’s a good idea to get those small chips repaired before they grow into a much bigger problem.

Read more about repairing vs. replacing glass.

If you need to file a claim following a loss, your insurer will require proof of the loss.

This term refers to proof of possession, ideally, the original bill of sale. Other documents, however, may be accepted, such as:

• owners manual/operating instructions
• appraisals
• warranty cards
• credit card or bank account statements, etc.

A Proof of Loss form must be certified by a notary public or commissioner of oaths. Once an insurer receives proof of loss, the claim must be processed quickly. Insurers have:

• seven days to declare their intention to repair or replace the article, or to repair the damage
• sixty days to either pay compensation or reject the claim

To find out more about how a home insurance claim is handled, read Our Claims Process.

Drivers in Ontario are subject to what is popularly known as No-fault insurance, which is actually the mandatory Direct Compensation Property Damage (DCPD) section of their auto insurance policies. With no-fault insurance, drivers are compensated for damages only by their own insurance companies, based on the extent to which the policy holder is responsible for the accident.

When processing the claims, each driver’ insurance company must determine to what extent each driver is responsible for the accident. To determine responsibility, insurers use the guidelines and regulations described in the province’s Insurance Act, which includes a set of Fault Determination Rules.

You can change your payment method through your online account, or by contacting us.

Generally speaking, your premium will increase if you’re at fault in an accident, regardless of whether you’re entirely or partially at fault. Tickets and convictions can also affect your premium, depending on the type of offense.

The number of at-fault claims, as well as the number of convictions, and/or the type of conviction (such as impaired driving) that you receive may also impact your eligibility for insurance.

For tips on how to save on your insurance, read Tips to Save on Home and Auto Insurance Premiums.