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Common claims questions

It’s important to note that it’s difficult to provide answers to scenario-based questions. The reason is that the right answer often depends on the actual claim, and the circumstances and facts related to that claim.

For example, you may wonder if you’d be covered if your TV was damaged. The short answer is most likely yes. But it will depend on your policy type, how the TV was damaged, what your limits and deductibles are, among other things. For example, if you intentionally threw a glass at the TV because you were mad that your hockey team lost, you would not be covered as your policy excludes loss or damage you intentionally cause.

The best approach to determine what is and is not covered is to review your policy wordings. These wordings should explicitly indicate what is covered, what is not covered, what your limits of insurance are, and what your deductibles are. That said, your home insurance agent will do his or her best to answer your questions related to coverage and claims.

Provided below are some answers to common questions relating to home insurance claims.


What’s the difference between an agent and an adjuster?

An agent helps you with your policy while an adjuster helps you with your claim. More information is provided below.

Agent’s roleAdjuster’s role
Review the home insurance application with you and help you complete it.Review the claims process with you and help you submit the required information.
Explain to you what is and isn’t covered under your home insurance policy.Determine whether your specific claim is or isn’t covered and explain why.
Assist you in selecting policy covers, limits and deductibles based on your needs.Assist you in repairing or replacing lost or damaged property.
Issue your policy and arrange for policy premiums to be collected from you.Finalize your claim and arrange for claim payments to be made.
Record and report any potential claims you may need to make under your policy.Secure feedback from you on your claim and share it with your agent.



We’ve had a break-in. What should we do?

First, you need to call the police. Don’t touch anything, but do an initial visual inspection and try to make a list of what is missing – the police will need it and so will your insurance adjuster. Call us to report the claim – we will take all the details and assign an adjuster to help you. If there is damage to one of the entries to your home, we will arrange for necessary repairs to keep your home safe.


If something is stolen from my car, is that a home insurance claim or an auto insurance claim?

This would be a claim on your home insurance policy, assuming the item that was stolen from your car was not permanently installed and that it was something that you have covered under your home insurance policy. For example, some insurance policies limit the amount of coverage for CDs and DVDs while they are in your car.


Should I be worried about reporting a claim?

You should never be reluctant to contact Square One to report a potential claim. That’s why you have home insurance and why we’re here. It’s best that you contact us even if you ultimately decide not to proceed with the claim. That way we can help assess the situation and determine your best course of action.


Can I change my mind on filing a claim?

Absolutely. You can withdraw your claim at any time. If you do, it will not affect your claims history. You can also decide to reopen your claim within 2 years from the date of loss.


How do I know if my claim is covered?

The adjuster will review your claim to determine if it’s covered. Coverage can’t be confirmed, nor can lost or damaged property be repaired or replaced, until the adjuster has received all required information from you. You can, however, get a good sense of whether your claim is likely to be covered by reviewing your policy document. This document details the covers, limits and deductibles that apply. It also describes what is and isn’t covered.


How long will it take to settle my claim?

As you would expect, it will take longer to settle a claim for a house fire than it will for a stolen laptop. Even for relatively straightforward claims, settlement is often delayed because the adjuster hasn’t received all the required information. The faster you submit the required information, the faster your claim will be settled. In fact, claims can be settled in as little as 2 to 3 days if all information is provided promptly.


What type of information will be required?

Your adjuster will provide you with a claims package outlining the information needed. Usually, you will be required to:

  • Review and sign the Personal Information Protection and Electronic Document Act Consent Form.
  • Prepare a written statement of loss, describing what happened in your own words.
  • Complete the schedule of loss form, providing details about the lost or damaged property.
  • Attach proof of ownership for lost or damaged items.
  • Secure and provide quotes for replacement of lost or damaged items.

What if I can’t provide all required information?

Speak with your adjuster if you’re unable to provide all required information. For example, if you don’t have original receipts or invoices as proof of ownership, the adjuster may accept product manuals or photos.


What is a deductible?

A deductible is the amount you have to pay out-of-pocket before your policy will pay any remaining claims costs. For example, if it’s going to cost $1,525 to replace your stolen laptop and you have a $1,000 deductible, your policy will reimburse you $525 after the laptop is replaced. You will be responsible for the first $1,000.


Does a deductible apply to my claim?

Yes, a deductible applies to every claim. To determine the amount, you will need to refer to your policy declaration. It specifies what amounts you selected by loss type. For example, you may have a $2,500 water backup deductible and a $1,000 standard deductible.


On what basis will my claim be settled?

In most situations, claims are settled on a “replacement cost” basis. That means the actual cost to repair, replace, or rebuild, whichever is less, with like kind and quality. If the exact item is no longer available, it would be replaced with a comparable item of similar kind and quality. If you’d like to upgrade an item, you can do so, but you would need to pay the difference.


Do I have to replace all lost or damaged items?

If you decide not to replace all the items, most policies will offer you the “actual cash value” for those items. “Actual cash value” is calculated as the replacement cost less depreciation. For older items, substantial depreciation will result in a low settlement. Square One policies, on the other hand, will apply “limited depreciation” of no more than 50% to most items that you choose not to replace.


Do I have to use the contractor that the adjuster brings in or can I choose my own?

You are generally free to choose your own contractor, provided your adjuster is satisfied with the pricing that is offered and the ability of the contractor to perform the work that needs to be done.


Should I make a claim for a small loss?

Your policy has a deductible, which is the portion of the loss you pay any time you make a claim. If your claim is less than your deductible, which is noted on the first page of your Policy Declaration, it likely doesn’t make sense to make a claim. When you apply for insurance, your claims history has an impact on the premium you are charged, so again, making small claims may not be in your best interest. That said, insurance is designed to protect you, so it’s up to you.


Will a claim affect my policy in any way?

Virtually all policies offer a “claims free” discount, which can range from 5% to 25%. After a claim, you will no longer be considered “claims free” and you will see a premium increase at your anniversary date. You will qualify for the discount again once you’ve been “claims free” for 3 years.

Before filing a small claim, do a little bit of math. Make sure the amount of the claim is more than the total of your deductible plus the 3 years of forgone savings from the claims free discount. If it’s not, you might be better paying out of your own pocket.


What happens if I have multiple claims?

Home insurance premiums are based on the assumption that the average person will have no more than one claim every 5 to 7 years. If you have more frequent claims, you will likely experience one or more of the following:

  • A substantial increase to your policy premiums.
  • A change to your policy terms and conditions.
  • A notice of cancellation or non-renewal.

If you receive a notice of cancellation or non-renewal, you will have the difficult task of finding a new provider. You may end up having to insure with a specialty company at much higher rates.

  • I felt I was talking to a friend at the end of my claim.

    "Kevin is a true pleasure to work with! He is very professional, effective, knowledgeable and most importantly, genuinely cares about his customer. This is the first claim I have ever made. He explained everything in great detail and answered all my questions with patience and even shared some tips on how to prevent this from happening again. I felt I was talking to a friend in the end. With Kevin's help, I replaced the laptop shortly after the claim was made, and the school work was not affected. Thank you, Kevin. You made a difference in my life! I'm glad I chose Square One. "

    from Vancouver, BC provided a 5 out of 5 rating on May 25, 2018.

  • Thoroughly helpful and efficient.

    "Square One was easy to contact, thoroughly helpful and efficient in addressing our claim to our satisfaction. We were very pleased and comforted in knowing one of our dearest possessions was taken care of with so much respect and consideration for our loss. "

    from Vancouver, BC provided a 5 out of 5 rating on May 7, 2018.

  • Professional, responsive and completely satisfactory.

    "As I filed my very first insurance claim, I was a bit skeptical and worried at the time. As I dealt with Square One, this predetermined notion was absolutely not warranted. Our adjuster Kevin was very professional and responsive to all of our questions and concerns in handling the claim. Thank you Square One! For those who are on the fence, I give my absolute satisfactory approval with them. They might not be the cheapest but they will deal with your claim most fairly. "

    from Coquitlam, BC provided a 5 out of 5 rating on Apr 30, 2018.

  • Stress-free claims process!

    "I recommend Square One to anyone looking for straightforward and worry-free coverage. We have been Square One customers for nearly four years, and they have always provided exemplary customer service. We recently moved to our new home, and if that wasn't stressful enough, we were robbed during the transition. We contacted Square One shortly after filing a police report, and within a week, our claim was settled! Thank you very much to our adjuster, Scott Trepke, for your exceptional level of service; we greatly appreciate your help in truly creating a stress-free process for us! "

    from Richmond, BC provided a 5 out of 5 rating on Dec 21, 2016.

  • There was complete transparency, our adjuster was excellent.

    "We had wind and hail damage a couple of months back and had talked to a Square One team member around the incident. We were explained a very simple process of filing a claim. When we initiated the process, our main point of contact was Robert Neville of Kendal Adjusters, who was our adjuster for the claim. From the first phone call, right through to the end of the claim process, he was not only extremely prompt in answering our queries but in simplifying the process. ... " Read more Despite the fact that we never knew whether our claim would be approved or not, the most important experience that we remembered was the professionalism, the courteousness and the transparency. All communications were to the point and responsive, there was complete transparency, he was very patience with an eager and stressed customer, and always followed up on our queries. Due to our experience with Robert and Square One, you have won yourself a loyal customer. We have even gone ahead and shared our experiences with our friends and family and they are surprised as well. If you ever come up with automobile insurance, we would sign up without a hitch. When we buy another property, our sign up for insurance will go to Square One without hesitation. Claims processes can be a pretty intimidating and complex but Square One has simplified the process, removing the unnecessary complexity."

    from Calgary, AB provided a 5 out of 5 rating on Jul 22, 2016.

  • Great claims service.

    "I had a water pipe bust in our house and there was a lot of damage. I was surprised to see that even at 1am at night I got a call back from the adjuster who was ready to send somebody immediately for remedial work. The entire process from initial demolition to reconstruction was done very professionally and in a couple of months time I was back to where we were originally. I am pleased by the work done by Rupert Pong at the insurance company and the adjuster, Graham, for making the entire process smooth. I would highly recommend this insurance company to everyone. Thank you! "

    from Mississauga, ON provided a 5 out of 5 rating on Dec 15, 2015.

  • Amazing service.

    "I am super impressed with the rates and love the web presence/interface which makes buying insurance a very transparent process. In the past, I could never tell what my insurance covered but with Square One I know exactly what I am covered for and the associated costs. I also appreciate that the comprehensive policy automatically includes coverage for sewer backup and water damage. I recently reported a claim online and the process was seamless. An adjuster contacted ... " Read more me back very promptly and was extremely professional in walking me through the entire process. I have already referred my friends to Square One and they too are extremely impressed with the rates and web presence. Fantastic job!"

    from Burnaby, BC provided a 5 out of 5 rating on Nov 2, 2015.

  • Unbelievable customer service and support.

    "I cannot say enough about my insurance claim process through these folks. My adjuster, Scott Trepke, out of Vancouver has made what could have been a horrible experience so stress free. He is fast, reliable and very calming and exactly what you want when you have to go through a claim. Thank you! "

    from Vancouver, BC provided a 5 out of 5 rating on Aug 20, 2015.

  • Great claims experience.

    "Our basement flooded the second day after moving in our home. Everyone involved in the process was highly professional, and addressed our concerns and questions in a very timely manner. Since insurance policies can be difficult to understand they even took the time to explain everything to us in detail to ensure no questions were unanswered. Thumbs up Square One! "

    from Toronto provided a 5 out of 5 rating on May 11, 2015.

  • Professional claims service.

    "Scott was very professional and polite when dealing with my claim. Whether by phone or email, he did a great job to answer my questions. Thanks again and will recommend Square One to my friends. "

    from New Westminster, BC provided a 5 out of 5 rating on Apr 7, 2015.

  • Excellent claims service!

    "The service provided by the adjuster Darren Ho was exceptional. Keeping me informed of the developments, and helping me to deal with the strata. He is one of the good reasons to stay with Square One. "

    from Vancouver, BC provided a 5 out of 5 rating on Apr 6, 2015.

  • Easy as pie!

    "Also, having used them previously and having to make a claim I can confirm the experience was as painless as possible. "

    from Vancouver, BC provided a 5 out of 5 rating on Mar 11, 2015.

  • Amazing claims service!

    "Rupert has being an amazing adjuster to guide me through my claim. He is very responsive and patient with my questions. I feel I'm being taken care of in such unhappy incident. The service is high and beyond my expectation. I've already recommended Square One to quite a few friends, and I know a couple of them have signed up! "

    from Burnaby, BC provided a 5 out of 5 rating on Dec 30, 2014.

  • Amazing claims service!

    "When my bike was stolen, I was very upset. The staff at Square One were sympathetic and helpful. First, I was very impressed that the same agent helped me through the entire process so I did not need to repeat myself as with other services (i.e. telecoms, banks, etc). He explained what I needed to do clearly and replied quickly throughout my claim process. My claim was processed quickly and efficiently, and now I can enjoy the rest of my summer back on two wheels. Highly recommended! 🙂 "

    from Vancouver, BC provided a 5 out of 5 rating on Jul 30, 2014.

  • Very satisfied with claims service!

    "Call taker upon initial reporting was efficient and effective. Adjuster very promptly contacted me and attended scene with project manager. Very satisfied with service I received. Fortunately, no loss was incurred to us as tenants, and the damage was only to the building itsef. "

    from Vancouver, BC provided a 5 out of 5 rating on Jul 18, 2014.

  • Grateful for easy claims service.

    "Not having my grandmother's engagement ring was a very difficult thing for my fiancé and I. Dealing with Square One was so easy. I'm so grateful that I was able to get the ring re-made best we could and without any issues. So pleased with my experience that I would recommend Square One to anyone. "

    from Vancouver, BC provided a 5 out of 5 rating on Mar 17, 2014.

  • Commendable claims service and professionalism.

    "The customer service team at Square One Insurance, including the adjuster and contractors, were efficient and highly professional from the outset of my claim. I was treated fairly and kept informed throughout the entire process. Dealing with the many contractors was equally a pleasure, and hassle free, as they worked around my schedule. I am highly satisfied with my experience and will recommend Square One Insurance to all my friends and family. A great big "Thank you!" for your commendable service and professionalism to all those involved. "

    from Surrey, BC provided a 5 out of 5 rating on Mar 4, 2014.

  • Great claims experience

    "I had heard a lot of negative things about insurance in BC and was dreading making a claim when our bikes were stolen. I was very pleasantly surprised with the attitude and professionalism of Kris at Square One. She was very responsive, answering questions rapidly and working with me to get this claim processed very quickly. This was particularly surprising given that it happened over the Christmas period. We had replacement bikes quite quickly and I was also surprised that our premiums didn't jump dramatically. Thank you. "

    from Vancouver, BC provided a 5 out of 5 rating on Jan 21, 2014.

  • Excellent company, I am impressed

    "I was very impressed when I first purchased my policy from Square One. I am more impressed and please when I need help. I have a leak in the condo and I filed a claim not knowing whether that's the right thing to do. The adjuster called me less than 15 minutes from I click the button on my computer. He explain all the things I should do and was extremely helpful. Square One is a top notch company, I definitely will spread this message to all my friends. "

    from Vancouver, BC provided a 5 out of 5 rating on Jan 13, 2014.

  • Fabulous experience with an insurance company

    "Wow. Nice when you have a fabulous experience with a insurance company. When I lost the diamond bracelet that my husband gave me for our anniversary after only seven days I was devastated. However was extremely pleased to find out when I phoned our insurance company that my policy covered mysterious jewelry disappearance. I had researched low cost home insurance online several years ago and purchased with Square One Insurance over the internet. In the back of my mind ... " Read more I always wondered what would happen if it ever came time to make a claim. Dealing with them day before xmas I received the most amazing service and assurance that everything would be covered and would be handled quickly. I waited several weeks still hoping my bracelet would find its way back to me...but no such luck. I submitted my claim today and it was expedited and approved same day. That is what I call great service!"

    from Victoria, BC provided a 5 out of 5 rating on Jan 13, 2014.

  • You've proven my feelings wrong

    "I wanted to thank you with your help through the claims process. I've had a very negative perception of insurance services in the past, and you've proven my feelings wrong through this entire process. Daniel was very quick in response, very easy to talk to, and gave me more than enough info and leeway to really make the process understandable and easy for a first time claim. I really appreciate the help, and while I know it's part of his job, it made a big difference in ease of this unfortunate process. I will be recommending Square One Insurance to everyone I can. "

    from Vancouver, BC provided a 5 out of 5 rating on Dec 27, 2013.

  • Amazing claims service

    "THANK YOU Square One for your amazing service! I recently had the unfortunate experience of having my bike stolen. Daniel was my claims adjuster and not only was he knowledgeable and professional, he was very friendly! My bike was stolen on a Monday night and my claim was settled by Wednesday afternoon. It is very reassuring to know that my insurance company was there when I needed them. Thanks again Daniel and Square One! "

    from Vancouver, BC provided a 5 out of 5 rating on Nov 16, 2013.

  • Efficiency, professionalism and customer service!

    "I wanted to thank you for your excellent service in processing my insurance claim for a stolen laptop. This was a challenging experience for me as I was in China when it happened. Daniel was extremely helpful and professional in processing my claim and assisting me in getting all the necessary forms completed. My claim was processed in a very short period of time, considering the challenges. I would highly recommend Square One for its efficiency, professionalism and customer service! "

    from New Westminster, BC provided a 5 out of 5 rating on Oct 23, 2013.

  • Claim processed in less than a week!

    "I couldn't have asked for an easier experience with my Square One insurance claim. Daniel was incredibly responsive and was able to process my claim in less than a week. He was personable and very honest; he even reminded me of things to add to my claim that I hadn't thought of. I really have nothing but the best things to say about my claim experience at Square One. "

    from Vancouver, BC provided a 5 out of 5 rating on Oct 7, 2013.

  • Amazing claims service!

    "The loss of my camera was traumatic enough - the thought of having to "defend" myself to the insurance company had me in cold sweats. I braved the call and instantly felt like someone was on my side - they were here to help. It was an amazing feeling - from angry and defensive to thankful and supported. Thank you Square One - Thank you Daniel. "

    from Vancouver, BC provided a 5 out of 5 rating on Oct 7, 2013.