A couple in Ottawa endured a seven-month ordeal dealing with TD Insurance after a refrigerator leak caused water damage to their home. They faced issues with the insurer's recommended contractor, who provided inaccurate estimates and had poor online reviews. The couple ultimately hired their own contractor but encountered further challenges navigating TD Insurance's claims process. This case highlights growing concerns about insurance provider practices, including contractor selection and claim disputes, amidst rising home insurance costs in Canada.
When a refrigerator leak sent water streaming across John Comar and his partner’s kitchen in Ottawa last spring, soaking hardwood flooring and sending water dripping into the basement ceiling, the couple’s frustration was offset by the reassurance of having a generous home insurance policy.
As insurance premiums soar, the couple’s ordeal renews scrutiny around providers’ selection of preferred vendors and insurers’ eagerness to dispute claims. Worried about the mistakes, Mr. Comar Googled the contractor to find concerning reviews on Better Business Bureau, a non-profit, among other platforms. Trustpilot gave it a 2.2-star rating across 62 reviews while ConsumerAffairs rated it even lower at 1.5 stars. Google reviews showed a 3.5-star average.
Seeking a second opinion, Mr. Comar received a $44,555 quote from another contractor. While TD Insurance allowed the couple to use their own provider, the estimates had to be evaluated and approved by TD Insurance, with what appeared to be involvement from the contractor that made the initial error. Tijana Potkonjak, a lawyer who specializes in insurance claims, said going with an insurer’s recommended provider can still have advantages owing to liability.
A public adjuster can sometimes be cheaper than a lawyer and have “insider knowledge of how the insurance industry works,” Ms. Potkonjak said.
HOME INSURANCE WATER DAMAGE INSURANCE CLAIMS CONTRACTOR SELECTION CONSUMER PROTECTION
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