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We have built a strong foundation of high quality insurance products and exceptional customer service through the support of our dedicated, independent broker network. 

Whether you are looking to find a broker in your area or for helpful 24 hour claims assistance, we are there for you when you need us the most.

Claims Service | May 8, 2018

Due to the windstorm in Ontario and flooding in Alberta and New Brunswick that caused widespread damage across the country we are experiencing a high volume of phone calls and wait times may be longer than anticipated. You may also submit your claim by email. We appreciate your patience 

Widespread Flooding Across New Brunswick | May 7, 2018

Several communities across New Brunswick are currently experiencing record-setting flooding. While the rain is expected to subside for a few days, warmer temperatures may lead to melting snow and further flooding.

The most important thing for everyone in affected areas to do is be on alert, check for updates from emergency authorities, and to stay safe.

To report a claim, please call your broker or our 24/7 Claims Promise line at 1-800-561-7222.

If you have time, here are few tips to help protect your family and property:

  • Create an emergency preparedness plan and kit.
  • Move valuable items to upper floors of your home; don't store them in the basement.
  • Put large appliances (like washer and dryer), furnaces, hot water heaters and electrical panels up on wood or cement blocks. If you're unable to do so, consider anchoring these items and protecting them with a floodwall or shield.
  • Anchor fuel tanks to the floor. A fuel tank can tip over or float in a flood, potentially causing fuel to spill or catch fire. Make sure vents and fill-line openings are above flood levels. Contact the propane company to ask about the best storage methods for propane tanks.
  • If it looks like water intrusion may occur, shut off the electricity immediately - unless you have a sump pump (you want to keep that working!). Use sand bags or install flood shields or built-up barriers for basement windows and doors.
  • Prepare a home inventory of your possessions, to make filing a claim easier in the event of damage or property loss.

If told to evacuate, remember: 

  • Leave immediately and follow the recommended evacuation routes (be sure to register with the Red Cross).
  • Keep out of any standing water. Hazards from floating debris, sewer contamination, live electrical wires and slippery footing can make wading in flood waters extremely dangerous.
  • Never cross floodwaters as water as shallow as 15 cm could sweep you off your feet - climb to higher ground.
  • If you come to a flooded area in your vehicle, turn around, head for elevated ground and park there. As little as 60 cm of water can carry a car away.


Ice Damming Warning | April 16, 2018

Ice damming usually occurs when there is a significant amount of snow on your roof. If the temperature in your attic is above freezing, it warms the roof sheathing, melting the snow. The melt water flows down to another part of the roof that is cooler – usually the overhang and eaves – and the water freezes. The ice forms a small dam that builds up slowly as more and more melt water refreezes. Eventually, water backs up behind the dam and works its way under the shingles until it begins to leak through the roof into the living space below.
The problem gets worse as the back log of slush and snow created by the damming forces the shingles up dislodging nails in the process.  Nail holes and small cracks are perfect pathways for flowing water. Water pathways make their way into your attic, seeping through your insulation and migrating into your walls and through your ceiling. Some leaks caused by ice dams can be obvious, but others can be more difficult to detect, taking years before you notice the accumulated mold and wood rot.

Indications that ice damming may be occurring:
•    Snow is melting but there is a line of ice or snow at the eaves that is not draining
•    Formation of large icicles from the eaves 
•    Water is dripping out of the soffit or gutter 
•    Shingles appear worn or faded on overhangs 
•    Shingles have rolling humps or dips on eave line 
•    Interior walls or ceilings have visible water damage under eaves 

What you can do to prevent ice damming:
•    Keep gutters and downspouts clear of leaves and natural debris
•    Identify areas of heat loss in your attic and then properly insulate those areas
•    Wrap or insulate all heating duct work in order to reduce heat loss through your attic
•    Ensure that the attic has proper and continuous ventilation under the roof deck
•    If it is safe to do so, use a snow rake or soft broom to clear fresh snowfall from gutters

High Volume of Claims Impacting Service Levels

Due to periods of severe winter weather expereinced recently in many regions across Canada, we are experiencing a higher-than-usual volume of claims being reported. Our Claims Team has been working overtime to ensure all claims reported are handled in an efficient and fair manner, but be advised wait times may be impacted due to the volume.

If you need to report a claim, please contact your broker who can begin the process on your behalf.

Thank you for your patience.


Tips to Prepare for High Winds, Heavy Rains and Floods

  • Contact your municipal offices to inquire about disaster relief programs in your community
  • Keep the area around your home clear of garbage and recycling bins, patio furniture, yard debris and other objects that heavy winds could pick up and blow around
  • Clear eaves troughs and downspouts of leaves and debris and ensure downspouts drain properly - ideally six feet away from your home
  • Get a licensed professional to: install an anti-backflow valve; install a sump pump with a reliable power backup; inspect your current equipment; clear drains of roots or obstructions; and ensure drain systems are working properly
  • If it looks like water intrusion may occur, shut off the electricity and outside gas valve immediately. Move important personal documents and expensive items out of the basement to a higher floor to keep them safe from water damage
  • Never go near or touch fallen power lines. Call your local energy utility company to alert them to damage.


Prevent Water Infiltration

  • Check walls, floors, windows and foundations for cracks or leaks after a heavy rainfall or rapid thaw. Make any necessary repairs immediately.
  • Repair or replace damaged weeping tile systems.
  • Clear eavestroughs and downspouts of leaves and debris at least once a year – late fall is a good time.
  • Ensure downspouts drain properly – ideally six feet away from the home.
  • Be sure the grading around your home drains water away from all exterior walls.
  • Consider soft surface landscaping to direct storm water into the ground rather than the local sewer systems (e.g. increase sodded areas, porous pavements).
  • Consider the installation of rain barrels to prevent runoff. 


Fort MacMurray Wildfires | We Were There

On May 1, 2016, the residents of the municipality of Wood Buffalo in Northern Alberta were enjoying an early summer, with record breaking temperatures of 30° + and no sign of rain in the forecast. Little did they know their lives would be turned upside down in days to come.  A wildfire was beginning southwest of the city of Fort McMurray, and because of the hot, arid weather, there was no stopping its destructive path. On May 3rd a mandatory evacuation order was given for the town and over 100,000 residents were told to leave their homes, and leave quickly. People were displaced to evacuation centres and told to ‘wait and see’ what would happen next.

Over the coming days the fire would grow to 101,000 hectares, destroying almost everything it touched. And there was no rain in sight.

Read about how we were there to respond and support the victims of the wildfires through our cronilogical posts... Read More.


Fraudulent Cheques 

Some individuals and customers may have received what appears to be a cheque written by Pembridge or Pafco from “My Shop Inc.” or “Staple Research INC” (could now be under another name) citing payment for a mystery shopper program. Please note that these are not authorized company cheques nor are we affiliated with either company in any way. The cheques should NOT be deposited. To the best of our knowledge, this scam is focused in the GTA.

We take these types of scams very seriously and we have reported this fraudulent activity to the appropriate authorities. We recommend that any individual who receives this letter report it to the police.