Severe Weather Insurance Help

If your home, car or business has been damaged by severe weather, once it’s safe to do so, contact your insurance representative. They will answer questions about your policy and help you with your claim. In the meantime, we’ve compiled answers to the most frequently asked questions about insurance coverage following severe weather events.

Insurance claims and disaster recovery

As you pick up the pieces after a severe weather event, your insurance representative will work with you to get life back to normal as quickly as possible. Here’s what you can expect during the insurance claims process.

Your insurance company will assign someone to assess damage and prepare an estimated cost of repairs. This could be an adjuster or a property appraiser. Once your adjuster has confirmed coverage, and if the claim is approved, you can schedule the repairs directly with a contractor of your choice or a contractor suggested by your insurer. If you select the contractor, you should speak with your insurance adjuster first to find out how much of the estimate your insurer will pay.
Your adjuster will send you a ‘Proof of Loss’ form to complete. This is a declaration of your claim in which you list the property or items that have been damaged or destroyed and their estimated cost.
Speak to your adjuster to get an idea of realistic timelines and a full understanding of all the steps in the process. They are there to help guide you with your claim.

Limiting further damage

In the event of loss, policyholders are obligated to protect their property from further damage if it’s safe to do so. For example, board up windows and place tarps over damaged roofs to protect against rain and snow.

Hire a qualified professional if it’s unsafe to do the temporary repairs yourself. Your adjuster may be able to provide names of contractors to help you mitigate further damage.

Home, auto and business insurance claim FAQs

No. Just because you own a tree, you are not responsible for any damage caused by that tree during a major wind event. In this case, the tree owner didn’t do anything wrong; wind is what caused the tree to break. For a tree owner to be liable for damages, they would have had to be negligent; for example, if the owner had ignored that the tree was rotten for some time and that it could have fallen on your home.
A tenant’s insurance policy covers the tenant’s property, such as their personal possessions inside the home. If the tree landed on the house, then the landlord’s insurance policy would cover the tree removal from the structure and repairs to the house. If the tree did not damage any insured property, the landlord would be responsible for the clean-up costs.
Insurance policies commonly provide coverage for a one-year term. If you forgot to renew your policy, your insurer can’t pay for any damages that occurred after the policy lapsed since you didn’t have a valid policy in force. Provincial governments and non-governmental organizations, such as the Canadian Red Cross and other community groups commonly provide some financial assistance to residents after a disaster. Check local media coverage for information about assistance that might be available in your area.
This is not accurate. Most homeowner’s policies have a two-year time limit to settle a claim. The main reason for getting the claims process started right away is so you can get reimbursed and complete repairs sooner. We suggest you report your damages to your insurance representative as soon as you are able, so you can start the repair process. Remember you are responsible to take steps necessary to limit further damage. If you can’t do this yourself, contact your insurer immediately.
Inflating and falsifying an insurance claim is a crime and can jeopardize your coverage. Insurers will pay you for your damage according to the terms, conditions, limits and deductible outlined in your policy. You will be assigned an adjuster who will review the details of your loss and explain the claims process. Providing false information could result in serious consequences.
Many insurers have established relationships with qualified remediation contractors and can vouch for their reliability and the quality of their work. Many insurers also guarantee the work of the service providers they recommend. However, you are not obligated to use the contractor that your insurer recommended. Start by asking your service provider for an estimate. Then, before getting the work done or signing a contract, speak with your insurance adjuster to find out how much of the service provider’s estimate your insurer will pay.
The insurance industry has no control over the availability of labour or materials and supplies. The sooner you start your claim, the sooner repairs can be completed, so make sure you start the process right away. Speak with your adjuster to get a clear sense of a realistic timeline for repairs to be completed.
The insurance industry is well capitalized for severe weather events – this is what insurers are there for. This is what the industry prepares for. Your rate is calculated based on a variety of variables including the type of policy, deductible, replacement cost of your home, predicted costs of future claims, and past claims history, as well as many other risk factors unique to your property.
Most insurance policies have a two-year time limit to report the claim. It is important to start the work as soon as possible, however, to ensure that delays don’t cause additional damage.
Business interruption coverage is usually triggered by direct physical damage to your business or damage to a neighbouring business that causes your location to be shut down. Most business interruption or business income policies do not cover loss caused by damage to electrical transmission lines that results in a power outage. Consult with your insurance representative to determine whether your business interruption coverage will cover the event.
Business interruption or business income insurance is an add-on policy to your existing business property policy that covers your earnings or receipts during an unexpected shutdown. If your location was damaged by an insured peril, such as wind damage, causing your business to shut down, you could have coverage for lost income. Check your policy for any specific limits and indemnity periods.

Insurance during severe weather events

During major weather events, insurance companies may initiate temporary limitations on the sale of new policies in areas under imminent threat. Only those in areas that are under imminent threat are commonly subject to temporary restrictions or limitations on the sale of new coverage.

Consumers who want to change their coverage levels during such events may face difficulties. However, renewals of existing policies will continue to take place, regardless of the windstorm threat. Many policies include a ‘Declaration of Emergency Endorsement’, which can extend the expiration date of policies when an emergency is declared by government, and your insurer or insurance representative cannot provide your renewal. This ensures that the existing policy stays in force, typically for an additional 120 days. The purpose of insurance is to protect you from unforeseen events. It is important to have coverage year-round, and not wait for events to occur before trying to secure insurance protection for your home and property.

Some examples of the limitations/restrictions that may be put in place for areas facing a threat from a weather event include:

new policies
deductible changes
alterations to insured limits
major changes to existing policies

Since these restrictions are temporary, they do ease as the threat decreases. If you have questions or think you need to adjust limits on your policy, don't wait until an event occurs, as you may not be able to make the changes to your policy until after the imminent threat has passed.

Filing an Insurance Claim

Understanding how to file a claim before you need to can help to reduce the stress in the aftermath of damage or loss.

Home Insurance Claims

Once it’s safe to do so, start making a complete list of all lost, damaged, destroyed or stolen items. Remember these tips:
- If possible, attach proofs of purchase, receipts, police reports, owner’s manuals and warranties for lost or damaged items.
- Take photos of any damaged or destroyed items. Review your files for photos of any stolen or destroyed items.
- Keep notes and be as detailed as possible when documenting damage and providing information.
- Keep damaged items unless they are dangerous or pose a health hazard.
- Keep all receipts related to cleanup.
- Review and update your home inventory list after you experience a loss.
You must report an accident or claim to your insurance representative and provide complete, accurate details as soon as possible following a theft, accident or property damage. Most insurance companies have a 24-hour claims service.
Here are some things to keep in mind:
- Always keep your insurer’s contact information handy.
- Be as detailed as possible regarding the circumstances and any subsequent damage.
- In the event your home is unfit to live in, ask your insurer about the Additional Living Expenses (ALE) that may be covered under your policy and for how long.
- Most personal property insurance policies (homeowner, condominium unit owner and tenant) cover the cost of alternate accommodations and living expenses for people whose home has become unliveable after an insured loss. There may also be limited coverage for mass evacuation under certain circumstances.
- ALE covers anything over and above your normal expenses. For example, if your temporary accommodations don’t have laundry facilities and you have to use a laundromat, those expenses may also qualify. However, ALE does not cover all of your living expenses while you are displaced; it covers your increased cost of living as a result of being displaced.
- Keep all receipts and invoices for additional living expenses following your loss.
- After filing your claim with your insurance representative, a claims specialist or adjuster will contact you. They will document the loss circumstances, review the documents you provide and explain what is covered, what is not covered and the next steps.
When you file your claim, your insurance company may ask you to complete a “proof of loss” form. This form lists all damaged or lost property or items with the estimated value or cost of the damage or loss.
You must sign and swear the statements you make are true. If any of the statements are untrue, your insurance may be voided.
Typically, a proof of loss form must be completed and returned to your insurance company within 30 days. Your insurance representative or claims adjuster can answer any specific questions you might have.

Auto Insurance Claims

Things can change rapidly and unexpectedly in the aftermath of a collision or if your car has been damaged. This is why taking photos and making a detailed record at the scene of an event is so important.
If there are no injuries and once it’s safe to do so at the site of a collision you and any other driver(s) involved should both take photos and immediately document:
- date, time and specific location where the event occurred
- drivers’ names, addresses, phone numbers, drivers’ license numbers, vehicle registration and insurance information
- contact information for anyone who is injured or potentially injured, involved in the incident or a witness
- all details about any injuries, potential injuries or property damage
- specific information about the collision or incident – how it happened, speed, weather and road conditions and anything else you think may be important
- if witnesses are available, their description(s) of the collision or incident – what happened before, during and immediately after
- if a police officer attends the scene, note their name and badge number
With the appropriate coverage in place, your insurance provider will support you in a number of ways.
- They’ll authorize repairs to your vehicle if it is damaged and repairable. Your insurer may suggest repairs be carried out by their preferred shop(s) to ensure they can confirm the quality of the work.
- If damage is major and cannot be repaired safely, or the cost of repairs is more than the value of your car before it was damaged, your insurer may declare it a “write-off”. This means the car is a total loss and your insurer will provide you with a settlement.
- If you’re injured, you may be entitled to benefits. They’ll provide claim forms for accident benefits and help you through the process.

Additional Living Expenses

Most personal property insurance policies (homeowner, condominium unit owner and tenant) cover the cost of alternate accommodations and living expenses for people whose home has become unliveable after an insured loss. There may also be limited coverage for mass evacuation under certain circumstances.

This is typically called additional living expenses or ALE in an insurance policy. The categories of ALE claims include:

Prohibited access because a civil authority has ordered a mass evacuation. This coverage starts on the date of evacuation and typically expires after 14 days. Policyholders should check their own policies for limits.
Prohibited access as a direct result of damage to neighbouring premises. This covers a policyholder whose home may not have been damaged but who cannot return because of damage to homes nearby. Policyholders should check their policies or ask their insurance representative to confirm their limit. Insurers will review the duration of coverage on a case-by-case basis.
Damage to your home by an insured peril, for example fire, wind or other insured peril. This covers a policyholder whose home is unlivable because of damage from an insured event. Typically covers additional living expenses for a reasonable amount of time needed to repair or rebuild the home or until the policy limit is reached. In a sewer backup and flood loss, policyholders who have purchased optional sewer backup coverage or optional overland flood insurance would have this coverage. Always check with your insurance representative to understand the limits of your coverage.

Additional Living Expenses FAQs

Each situation is unique, but there are several categories of claims that fall under ALE.
When an event like wildfire triggers insurance coverage, it is crucial that policyholders discuss their specific circumstances with their insurer so they are aware of when this comes into play.
When an evacuation order is lifted, prohibited access coverage ends. If your home is not damaged and the governing authority has given an all clear to return but you choose not to, you will not be eligible for ALE. If there are extenuating circumstances, you should contact your insurer.
Reimbursement periods vary from insurer to insurer; however, insurance companies understand that homeowners need to pay their expenses. Keep all your receipts and speak with your adjuster about what to expect regarding the timing and frequency of reimbursement.
ALE covers the increased cost of living as a result of being displaced, such as hotel accommodations and anything else over and above normal living expenses. For example, if your temporary accommodations didn’t have kitchen facilities and you had to eat in restaurants, those expenses would qualify.

Food spoilage

Your freezer and its contents may be covered for damage related to food spoilage caused by an accidental power interruption. Typically, in this situation, your freezer and its contents are insured for a specific amount. Some may cover the contents of your refrigerator as well your freezer. Check your policy.

Before disposing of food from your freezer, make a list and take photos of the contents for insurance purposes.

If you suspect your freezer is contaminated by food spoilage or other damage, speak to your insurer before discarding the appliance.

Landlord and Tenant Issues and Questions

As a general rule, the first course of action for both tenants and landlords is to talk to each other to resolve any issues they have and to keep everyone safe.

The landlord is responsible for ensuring the unit is in a habitable condition. In most cases, the landlord, or the landlord’s insurance company, will pay for repairs to the unit caused by an insured peril.
There is no set period for a landlord to repair a rental unit, it depends on the extent of the damage. However, landlords should attempt to repair the unit within a reasonable time.
Tenants are usually responsible for their belongings. If you have tenant’s insurance, your insurer will cover any loss or damage to your personal property. Read your policy closely to see what kind of damage is covered and call your insurer with any questions.
Tenants are responsible for the cost of additional living expenses unless otherwise stated in the rental agreement. If you have tenant’s insurance, read your policy closely. Most tenant Insurance includes coverage for additional living expenses. Call your insurer If you have any questions.

Choosing a Contractor

Many insurers have established relationships with property remediation contractors and can vouch for their reliability and quality of their work. Many insurers also guarantee the work of the service providers they recommend.

You are not obligated to use a company recommended by your insurer. You can use the service provider of your choice for the necessary repairs to your property. But before signing a contract, you should speak with your insurance adjuster to find out how much of the estimate your insurer will pay.

Ensure any contractor you hire is properly licensed and insured. It Is recommended you pay your contractor as work progress and not upfront.

Here are answers to some commonly asked questions about contractors.

Do they base their choices on pricing or on quality of work? Each insurer will have its own vetting process to decide which vendors to include on its “preferred” list. Insurers usually base their choices on a combination of several factors including reputation, experience, qualifications, quality, capabilities and size.
The first step is to talk to the contractor. The contractor may be willing to rectify any deficient work and make things right.
Many insurers guarantee the quality of work done by their preferred contractors. If you are using your insurer’s contractor, and speaking to the contractor doesn’t rectify the problem, your next step is to speak to the adjuster assigned by your insurer to outline your concerns. Each insurer has an internal escalation process to address these types of issues. In extreme circumstances, you may want to refer to your province’s formal dispute resolution process.

Insurance dispute resolution

If you have a complaint about your insurer or insurance professional, there are a number of actions you can take to be sure you’re heard and that your issue is resolved. Here are 4 steps to addressing an insurance dispute:

- Ask your broker, agent, company representative or claims adjuster for an explanation. Insurance policies are legal contracts that specify the rights and responsibilities of both parties – sometimes misunderstandings can occur.
- If you have further questions that your representative or adjuster is unable to answer, ask to speak with the claim supervisor or manager.
- Consider contacting IBC’s Consumer Information Centre at 1-844-227-5422. Our independent staff have years of insurance experience and can answer general questions about:
  policy wordings and coverage
  how insurance companies handle claims
  buying, renewing or updating insurance coverage
  how to proceed with a complaint
Please note that our Consumer Information Centre is unable to provide legal advice.
All licensed insurers have their own internal dispute resolution process. Ask your insurance representative for their company’s ombudsman’s contact information.
When you make a complaint:
- clearly state your concern and expectations
- have all pertinent information and documentation available
- allow time for your insurer to investigate and answer your complaint
- make sure you keep a record of the people you talked to and what was said
Inquiries can also be directed to the General Insurance OmbudService (GIO) at 1-877-225-0446 or giocanada.org
If your matter is not resolved with your insurer’s complaints liaison officer, request a final position letter and contact GIO. The GIO is an independent consumer dispute resolution system for the insurance industry. Its members include most federally licensed and several provincially incorporated insurers. GIO helps you and your insurer resolve differences about claims-related matters and interpretation of policy coverage in a fair, independent and impartial environment.
If your dispute is not resolved by GIO or if your insurer is not a member of GIO, get in touch with a Superintendent of Insurance in your province.
Federal Government of Canada
Part of the role of the Financial Consumer Agency of Canada (FCAC) is to ensure that financial institutions have a complaint-handling process in place. If you have difficulty finding out about your institution’s complaint-handling process or if you’re experiencing delays when using it, contact FCAC. However, please keep in mind that FCAC does not provide redress or compensation and cannot get involved in individual disputes.
FCAC can be reached at: canada.ca/en/financial-consumer-agency/ services/complaints or 1-866-461-3222

If you’ve just experienced damage due to a severe weather event and have questions, contact our Consumer Information Centre.