Property Claims

How to make a claim

Contact us as soon as possible during business hours, or your insurer's 24/7 claims line after hours. Have your policy number and a brief description of what happened.
We'll discuss coverage and next steps. If appropriate, we'll submit the claim to your insurer.
Within about 24 hours, an adjuster will reach out to gather details and explain the process. Don't hesitate to ask questions-your adjuster is there to help.
Some claims settle quickly; complex or injury-related claims can take longer. For status updates, contact your adjuster or our office anytime.

Prevent further damage. Board up broken windows/doors, secure the roof (temporary tarp), and start drying wet areas if safe.
Document everything. Take photos/videos of damage before cleanup. Keep receipts for emergency work, materials, and temporary accommodations.
Report theft/vandalism to police and obtain a file/occurrence number.
Proof of ownership may be required: receipts, credit card statements, manuals, serial numbers, photos, or inventories.
Insurers may provide quotes through preferred suppliers; your adjuster will advise if outside quotes are needed.

Liability claims

Served with legal papers? Contact us immediately. There are strict response timelines.
Do not admit fault verbally or in writing. Your insurer will respond on your behalf.
Potential claims (e.g., someone injured on your property) should be reported promptly-even if no formal claim has been made.

Is there anything I can do to help speed up the claims process?

Get estimates: 2-3 repair estimates can help your adjuster move faster.
Take photos: before/after cleanup, including close-ups and room overviews.
List damaged items: include description, age, original cost, where purchased, and estimated replacement cost. Attach receipts if available.

Common coverage questions

Power outage spoiled my food. Is replacement covered?

Many policies exclude losses due to off-premises power failure; some offer limited coverage or optional endorsements. Keep receipts and talk to your adjuster-coverage varies by policy.

Electronics damaged by a power surge-am I covered?

Damage from artificially generated electrical current is often limited or excluded for sensitive components; lightning may be covered. An equipment breakdown endorsement (if purchased) can help. Ask us to review your wording.

Wind blew down trees on my property-am I covered?

Loss to the tree itself from wind is often not covered. If a tree falls and damages insured property (home, fence), the resulting damage is typically covered-subject to your policy terms.

Tree roots blocked my drains-am I covered?

Root intrusion is usually considered wear/tear or deterioration and is not covered. However, resulting damage (e.g., water backup) may be covered if you carry the appropriate endorsement. Check your policy.

What's the difference between Actual Cash Value and Replacement Cost?

Replacement Cost (RC): today's cost to repair/replace with like kind and quality, up to policy limits.
Actual Cash Value (ACV): RC minus depreciation, age, or obsolescence.
Some policies may include Guaranteed/Extended RC for dwellings; ask if this applies to you.

Additional Living Expenses (ALE)

If your home is uninhabitable due to a covered loss, ALE reimburses reasonable costs above your normal living expenses (e.g., lodging). Keep all receipts. Limits and eligible expenses vary by policy.

Fire: safety and next steps

What to do during a fire

Call 911. Never use water on electrical or grease fires; use a rated extinguisher or smother a pan fire with a lid.
If clothing ignites: stop, drop, and roll.
Keep low to avoid smoke; feel doors before opening. If hot, exit another way.

After a fire

Wait for authorities to declare the site safe before entering.
Watch for smouldering spots; avoid turning power back on until checked by an electrician.
Discard food/medicines exposed to heat, smoke, or soot.
Do not force open a hot safe-contents may ignite when oxygen enters.

Structural & emergency repairs

Roofs/floors may be compromised-seek professional advice.
Arrange temporary board-ups or tarping to prevent further damage; keep receipts.

Flood & electrical safety

Before and during a flood

Do not walk/drive through floodwater; hidden hazards and swift currents are dangerous.
Avoid riverbanks/bridges during extreme conditions.
Floodwater may be contaminated-avoid contact.

Electrical safety

Do not access the panel if you must stand in water-call an electrician.
If safe and dry, switch off main power first, then individual circuits. Use a dry stick to open panel doors.
Unplug small appliances only if the area is dry. Move large appliances to higher ground if possible.

After a flood

Assume downed lines are live; call your hydro authority.
Have all boxes, switches, outlets and wiring inspected by a licensed electrician before restoring power.
Ventilate; secure your home; contact utilities to inspect services.
Use safe water only; boil or use bottled water until cleared. Discard food/medications exposed to floodwater.
Inventory and photograph damage; don't discard items until your adjuster approves.

Frozen & burst pipes

If you suspect frozen pipes

Shut off water at the main valve.
Inspect for splits or pulled joints; protect valuables from potential leaks.
Gently thaw from the tap end toward the supply using a hair dryer or warm towels-never an open flame or heat gun.
Open taps to relieve pressure and drain once thawed.

If a pipe has burst

Turn off the main valve (and tank valve if applicable). Turn off electricity if wiring is affected-only if safe to do so.
Drain systems by opening taps; call a licensed plumber.

No water at the taps

Do not operate water-heating appliances.
If no visible damage, carefully warm exposed sections and the area with safe space heating. If damage is suspected, close the stop valve and call a plumber.

Drying out

Ventilate rooms and cupboards; maintain gentle heat.
Store damaged items in a dry place for adjuster inspection.

Snow & storm damage

Ice dams and heavy snow can cause roof leaks. Clear lower-roof snow/ice if safe; keep gutters/downspouts open.
Do not use salt on roofs (can corrode fasteners, damage gutters, and vegetation).
After storms, assess roof, chimneys, aerials, and trees. Avoid downed power lines and unstable structures.
Do only the emergency repairs you can do safely; contact us or your insurer if you have damage.

Burglaries

After a burglary

Avoid disturbing the scene.
Call police; obtain a report/occurrence number.
List stolen items (with serial numbers and unique features if possible). Cancel stolen cards immediately.
Notify us/your insurer for next steps and documentation requirements.

Making your property burglary-resistant

Upgrade locks/strike plates; add motion lighting and visible cameras.
Secure windows and basement entries; trim shrubs near entries.
Consider a monitored alarm; discuss potential premium credits with us.