Answer Centre

How we handle claims during natural disasters

As part of a co-op, we’re always focussed on putting our clients first. When it comes to handling major event claims, like those from the recent floods in Alberta, our staff does everything possible to make a real difference for our clients when they need us most.

We’ve had a lot of experience handling major events, especially in the West, so our incredible team knows exactly what our clients need when one hits.

Mobilizing staff
Immediately after the storm hit, our Major Event Response team travelled to Calgary from almost every province in Canada.  They’ll be staying there, and in other affected communities, for as long as necessary to see and assess the property damage.

We also set up a disaster queue in our Reporting Centres with dedicated staff ready to take claim reports attached to the flood.  Our national body of more than 120 claims staff geared up to take new claim reports, with shifts set up through the weekends to respond to calls and provide reassurance and compassionate support to our clients.

Within a day of the flood, all non-storm property claims were diverted to claims units across Canada so the property staff in Calgary could focus on the storm. For the initial response, in addition to our 15 storm reps and 12 local Calgary reps, six property staff came in from other West property units and another four came from Ontario.  As of early July, a total of 37 property staff members are on site responding to our clients.

Getting the word out
So clients knew how to reach us, we arranged radio advertising in Calgary and High River and updated our website with our Reporting Centre contact info. We set up e-alerts for clients in Central and Southern Alberta and Saskatchewan, and we called clients in Calgary, Canmore, Medicine Hat and High River with details on how to report their claims.
 
Dealing with damages
On the Auto side, we set up drive-in appraisal clinics for vehicles with hail damage, while flooded vehicles were towed to our salvage supplier to establish values for those that couldn’t be repaired.  Appraisers across Canada will help to settle those automobile total losses.
 
Our property claims reps immediately started calling clients, giving them meaningful direction on what to do and how to document or mitigate their loss until we’re able to attend the property. Through a triage process, the most seriously damaged properties are inspected first.

Read more about how to manage the effects of severe weather.