Claims and Emergencies

Claims settlement is what insurance is about. The goal is to put you back in the same value position you were in prior to the claim.

Immediate Actions

If you have a claim or loss, you must take the necessary steps to reduce further loss. For example, if your hot water tank bursts, shut off the plumbing system and move personal belongings to avoid further damage.

During regular business hours, call one of our two offices to report your claim:

Country Club: 250-758-1751

Brooks Landing: 250-756-0178

Accidents and emergencies don’t always happen during regular business hours:

After-hour emergencies

Call 250-756-0178 and ask the answering service to summon help for you via the insurance pager OR if you know the name of your insurance company, contact the 24-hour assist line of that company:

Aviva Insurance Company: 1-866-692-8482 email: bcclaims@avivacanada.com

Canadian Northern Shield Insurance Company: 1-888-267-6766

Economical Mutual Insurance Company: 1-800-607-2424

Gore Mutual Insurance Company: 1-844-974-GORE (4673) email: claimsreporting@goremutual.ca

Intact Insurance Company: 1-866-464-2424 email: intact2424west@intact.net

Wawanesa Mutual Insurance Company: 1-877-204-0536 email: wawavanclaims@wawanesa.com

Family Insurance Solutions (member of Economical Insurance): 1-800-661-4404

You may also contact service companies such as plumbers, glass repair shops, electricians, contractors, etc. of your choice. (Please keep in mind that you may be responsible for charges of these services in the event a claim is not covered or if emergency services were not necessary).

For emergency water damage, fire or other repairs and clean-ups, contact any one of these restoration companies – 24-hours/day:

Winmar Restorations: 250-751-1752

Belfor Restorations(Formerly Cromwell): 1-888-432-1123

ProPacific Restorations: 1-877-755-9966

Whole Show Restorations: 1-877-248-0444

The Claims Process

Once we are notified of your claim, an adjuster will contact you by phone, usually within 24 hours. During heavy volume, such as windstorms, it may take longer for the adjuster to contact you. In the meantime you are expected to do what is necessary to avoid further loss.

Depending on the type and severity of the claim, the adjuster may or may not meet with you in person. Claims such as burglaries may be settled by an adjuster by phone. Water damage, fire losses and liability claims will require a visit from an adjuster.

The adjuster will arrange repair or replacement of the damage once coverage is determined. In theft claims you may be asked to provide written estimates for replacement of the stolen items. In all cases you will be asked to complete and sign a Proof of Loss form. We will assist you in the claims process and will act as your advocate. We will help explain coverages and work with you and your adjuster to arrive at a fair and equitable settlement of your loss.

If you have difficulty contacting your adjuster or questions about the procedures, please contact any one of our insurance representatives for assistance.

Frequently Asked Questions

The size and complexity of your loss will dictate how long it takes. Here are some examples of time frames:

  • Most cases of minor vandalism and stolen bicycles: a few days.
  • An uncomplicated vehicle write off claim: One to two weeks.
  • Major house fires: Approximately three months to a year.
  • Injury claims: Three months to two years, depending on the seriousness of the injury. If there is a lawsuit, it could take as long as five years.
  • Multi vehicle collision: this is based on investigation & liability discussions with other parties, 3 weeks to 3 months.

What can I do to make sure things move along quickly and smoothly?

  • Report losses immediately.
  • Provide detailed and accurate information.
  • Discuss with the adjuster the claims process and what will be required for your particular loss.
  • Quickly provide police reports, witness names and all other documentation for claim assessment.
  • Complete all forms accurately, and in full. This is particularly important on medical forms, content lists and proof of loss forms.
  • Be honest, forthright and cooperative with your adjuster.

Will a claim affect my premium?

There are many factors to consider, particularly in today’s competitive market place. Our advisors will help you decide if it is worthwhile putting in a claim.

How does replacement cost work?

Replacement cost coverage requires that you actually replace the damaged or destroyed item with a product of like kind and quality. If you choose to cash out on any or all items, the replacement cost clause does not apply and you will get paid based on the depreciated value. Depreciation is calculated using the pre-loss condition, age and life expectancy of the item.

What is a deductible and when would I pay it?

A deductible is the portion of the loss you have agreed to pay, regardless of fault. After a loss, you would pay the amount of the deductible to the service provider. Examples of service providers are: body shop, contractor or the store replacing your goods.