We are committed to working with you by keeping you informed and providing prompt, fair and professional service.
Our skilled team of claims professionals deliver our claims value commitment on every claim by:
- Contacting customers promptly and in a professional manner
- Investigating claims efficiently
- Arranging for repairs in a timely manner
- Settling claims fairly
- Keeping the customer informed throughout the claims process
- Resisting fraudulent and exaggerated claims
Service Commitments
- Initial contact with our Policyholder is no later than 4 business hours of our receipt of notification of loss. If we are not successful in speaking with the Policyholder during initial contact, we will follow up with insured the next business day.
- Initial contact with Claimant is no later than 1 business day of exposure being identified.
- All telephone messages received by 3 p.m., are returned the same business day. Messages received after 3pm are returned no later than the next business day.
- Once the date of inspection has been established with the insured, the vehicle will be appraised within 1 business day of assignment being given, in urban areas and, within 3 business days of the assignment being given in rural areas. For heavy commercial vehicles, the vehicle will be inspected within 1 business day of assignment being given in urban areas, and within 3 business days of the assignment being given in rural areas.
- A total loss from an auto accident is negotiated and paid within 10 business days of the report of the motor vehicle accident and for heavy commercial vehicles, it is negotiated and paid within 20 business days of the report of the motor vehicle accident. A total loss theft of all types of vehicles is negotiated and paid within 30 days of the theft report.
- When required, we inspect damage to your home or business within 2 business days of the claim being reported.
- We issue a cheque within 2 business days of the settlement.
- Invoices are processed within 5 business days of being received.*
- Written inquiries from Policyholders and Brokers are answered or acknowledged within 5 business days of receipt.
- We will keep the Policyholder informed, in a timely manner, of key developments throughout the life of the claim.*
* Exceptions may apply on Accident Benefit claims as dictated by Provincial Legislation.
