COMMERCIAL PROPERTY LOSSES
QUESTIONS & ANSWERS

I've just had damage to my building by FIRE/ SMOKE/WATER. What do I do now?

First and foremost co-operate with local fire and police officials, and if you like, take photos of any damaged property.

Contact your Insurance Broker as soon as possible, they will report the loss to us and we will immediately appoint an Adjuster to assist you.

Secure the building. You may need to contact a glass company or contractor to board up any opening created by fire fighting. These tasks will be made easier by early contact with your adjuster.


I've just had a BURGLARY or HOLD UP. Now what do I do?

Contact the police to report the loss. Once they have investigated, ask for a case number. Your insurer will require this information.

Secure the building, alarm, glass or doors.

Contact your Insurance Broker to report the loss.


I have reason to believe that an EMPLOYEE IS STEALING from me. Who should I call?

If you have confronted your employee or have an employee who has admitted to the dishonesty, you must report the incident to the local authorities.

If you know you have a dishonest employee but do not know whom, you should report the matter to your broker. We will begin an investigation with police cooperation.

Many times these losses are complicated to evaluate and assess. Co-operative efforts with your adjuster are important.


I have just had damage to my building or stock and I DO NOT KNOW IF I AM COVERED. What should I do?

From time to time, we run across unusual events which raise this question. It never hurts to inform your broker of the circumstances. They can in turn provide you with advice on whether coverage is afforded in your situation.


LIABILITY LOSSES

Claims by the public as a result of injuries received in or around your business must be reported immediately, in order to effectively investigate and protect your and our interests.

Do not voluntarily make any payment or promise of payment, other than immediate medical relief to others. You should take steps to make sure the injured party is comfortable and is offered assistance in obtaining medical attention.

Have anyone who noticed the incident leave a name and contact information. Your adjuster will need this to investigate.

Have staff members or subcontractors write a summary of their involvement before, during and after the accident. Again, this will assist the adjuster in determining cause and liability.

CONTACT YOUR BROKER IMMEDIATELY. Early investigation while memories are fresh is vital.


HOUSEHOLD INSURANCE
HOMEOWNERS/ TENANTS/ CONDOMINIUM

Throughout this webpage we have continually expressed the importance of prompt reporting of all losses to your Insurance Broker. This is no less true when dealing with a personal property loss.

You as the homeowner and policyholder have a duty to protect your property from further loss or damage. In most cases the adjuster will assist you with immediate emergency repairs. Some typical circumstances may include:

Temporary repairs to roof coverings after a wind or hailstorm,
Extraction of water from basements after water escape or sewer back up,
Boarding up of doors or windows after a fire,
Securing doors or windows after a break in.


Would you be able to list all of your CDs if they were stolen?
Can you list the make, model, ages and location of purchase for all your electronics? When did you last have your jewellery appraised?

The best advice we can give any homeowner is to be prepared to document and present your claim accurately once you have suffered a loss. The best time to do this preparation is before you have a loss.

If you have a video camera a video inventory can be helpful.

Resolving Your Complaints
At Grain Insurance & Guarantee Company, we pride ourselves on the personal service we deliver to our policyholders. At times, however, a misunderstanding may arise that should be brought to our attention in hopes that we may understand, consider and prove our commitment to you our customer.

We want each of you to have an equal avenue to resolve your individual problem.

* Talk to your Broker

Most times your broker has the experience and expertise to help you understand your policy and the claims process.

* Call our head office

Use our toll free number 1-800-665-3351 to contact our Claims Manager and explain the nature of your complaint. If you remain unconvinced that we have appropriately addressed your concerns, our Complaints Review Panel will review the matter. The panel will then provide you with a written report of its findings.

* Advise our regulators.

If we are unable to resolve your complaint, the Financial Consumer Agency of Canada will act on your behalf to ensure your complaint is given the proper consideration. They will be able to direct you to either the Provincial Ombudsman or Superintendent of Insurance. Their contact number is:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1S 4P2
1-866-461-3222

* Keep in touch

Grain Insurance welcomes your feedback on our claims and complaints handling procedures. Complimentary or otherwise, your comments are important to us.

Loss Prevention Division
As a value added feature to many of our products, you are entitled to a loss prevention survey. Our Loss Prevention Division will work with you to minimize fire, crime and liability hazards. By helping you to safeguard your property, we are able to consistently provide insurance at competitive prices.