Insurance Claims Guide – Ontario Homeowners

This guide explains, in plain language, how Ontario home insurance policies typically respond to common property damage situations: water, mold, fire, smoke and sewer backup. It is not legal advice, and your specific policy may differ.

Our role as a restoration company is to document what we see, stabilize the situation, and provide clear information you can share with your insurer. You remain the decision-maker throughout the process.

1. What Ontario Home Insurance Often Covers

Coverage varies by insurer and policy type, but the items below reflect broad patterns across Southwestern Ontario.

• Burst pipes & sudden water releases: usually covered if the home was heated and maintained reasonably.
• Fire and smoke: most policies cover cleaning, deodorization and replacement of damaged materials.
• Accidental appliance failures: leaks from dishwashers, washing machines or water heaters are often covered as “sudden and accidental.”
• Wind & storm damage: roof, siding or window damage caused by strong wind or storms is frequently covered.
• Sewer backup (optional coverage): only covered if you purchased sewer-backup protection as an add-on.

Every insurer uses different wording. The key idea is that most policies cover sudden and accidental events, not gradual deterioration over time.

2. What Is Often Not Covered

Many homeowners are surprised to learn that insurance does not cover all types of water or mold damage. The items below are common exclusions in Ontario.

• Overland flood: water coming from outside is often not covered unless you purchased special overland flood coverage.
• Long-term leaks: slow or unnoticed leaks over weeks or months are typically excluded.
• Maintenance issues: mold or damage caused by ventilation problems, grading, roof aging or neglected repairs is often excluded.
• Basement humidity: seasonal humidity is rarely considered an insurable event.

These are general patterns only. Your policy wording is the final source of truth.

3. What Insurers Expect You to Do Immediately

In almost every policy, homeowners are expected to take reasonable steps to prevent further damage once a loss is discovered.

• Shut off the water source if safe to do so.
• Secure openings (windows, roof areas) if storms or wind caused damage.
• Move valuables out of standing water if possible.
• Document conditions with photos and notes.
• Arrange reasonable emergency mitigation to limit further damage.

Insurers call this “mitigation.” It means preventing additional loss, not repairing the original cause.

4. How We Support the Claims Process

Our role is to stabilize the situation, gather information and help create a clear picture for your insurer — not to decide coverage or policy interpretation.

• Taking moisture readings, photos and notes of affected areas.
• Providing documented explanations of what was wet, smoky or contaminated when we arrived.
• Explaining what can be safely cleaned versus what typically requires removal.
• Outlining a reasonable scope of work (drying, cleaning, removal) based on conditions.
• Communicating with you so you can talk to your insurer confidently.

You remain our client. We provide information that supports the direction you choose with your adjuster.

5. Tips for Smoother Home Insurance Claims

Over the years, we have seen patterns that help claims run more smoothly.

• Keep your notes together: contact names, dates, reference numbers.
• Be honest and clear: describe what you observed without guessing.
• Ask about next steps: what the insurer expects you to do and by when.
• Do not rush decisions: most policies give you time to make repair choices.
• Request written confirmation: decisions made by phone are best backed up in writing.

These tips can help reduce misunderstandings and ensure your claim moves forward with fewer delays.

6. When to Call for Help

If you are facing a water, mold, fire or smoke-related loss in Chatham-Kent or a nearby area, and you’d like to understand how restoration typically fits into the insurance process, you can reach us anytime.

Phone: 226-799-1920
Email: info@thamesvalleyrestoration.ca