The Ontario Broker - June 2019 - 18

I ALWAYS TRY
TO GIVE CLIENTS
CALLING WITH
WEATHERRELATED CLAIMS
A GREAT DEAL OF
EMPATHY.

WHAT'S THE
MOST COMMON
WEATHERRELATED ISSUE IN
YOUR REGION?

CB: North Bay and
the surrounding area
have been experiencing
significant flooding and
above average water levels,
primarily because of the record-setting snowfall this
past winter and heavy spring precipitation. Wind
events are becoming more frequent and damaging
to property. This past winter, with the sheer volume
of snowfall, many structures suffered a structural
collapse, even in cases where the insured attempted
to mitigate potential damage.
EB: In the Ottawa/Gatineau region, especially
recently as we're in a state of emergency due to
flooding, water damage is the most common
weather-related issue. Heavy rainfall often results
in entry of water below ground and overland water
damage. Sometimes, this is followed by sewer
backup due to the strain on the sewer system.
LM: Around Muskoka, we experience power
outages annually causing a variety of issues
for year-round and seasonal property owners.
Interruptions in the operation of sump pumps,
heating systems, alarms and appliances as a result
of the power outages are very common.
TM: The most common weather-related issue
in the Peterborough area continues to be water
damage and to a lesser extent, wind.
HOW DO YOU HANDLE CLIENTS
THAT CALL IN WITH EMERGENCY
SITUATIONS CAUSED BY THESE
ISSUES?

CB: Communication is always key. No client feels
confident when they feel left in the dark during
a claim. Our staff is very sensitive to the trauma
our clients may be going through. I believe
this connection is recognized as genuine and

JUNE 2019

18

authentic and is a primary reason why we have
such loyal clients.
EB: This is a very emotional time for clients and
it's important we show empathy and provide
immediate guidance. We'll advise clients on
steps they can take to prevent further damage
and assign a contractor to immediate emergency
repairs and cleanup. We report the loss to the
insurer right away and advise the client to expect
contact from them within 2-3 hours.
LM: When handling property claim calls, I try to
explain how the claims process works and what the
role of the adjuster is. I ask the client to provide
the current status of the property and recommend
taking photos. Contacting the insurance company
is a priority after the phone call, with a follow-up to
the client to be sure they've been contacted by an
adjuster to start the claim.
TM: I always try to give clients calling with
weather-related claims a great deal of empathy. I
let them talk about their needs and address their
immediate concerns as quickly as possible. It's our
opportunity to shine and help clients by being a
sounding board and trusted adviser.
WHAT COVERAGE DO CONSUMERS
ASSUME THEY HAVE BUT TYPICALLY
DON'T?

CB: In Personal lines, overland water.
Commercially, some clients that haven't focused
on risk management assume their General
Liability policy will respond to all claims. These
clients are surprised when Cyber, Environmental
Impairment and Employment Practices Liability
aren't included or have a sub-limit.
EB: Clients often assume they have coverage for
any act of God, including earthquake, but only a
small percentage of clients have added earthquake
coverage by endorsement as it's expensive for
homeowners and carries a high deductible.
LM: Most clients assume they have coverage for all

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The Ontario Broker - June 2019

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