Canadian Underwriter

UPDATED: Fort McMurray – What brokers should know

July 11, 2017   by staff

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Kitty Cochrane/CP

Kitty Cochrane/CP

As the conduit of news and coverage between insurers and brokers, we’re offering a quick directory of the key information that insurers want brokers and executives to have regarding the Fort McMurray wildfire. If you want us to update the information or add additional facts, please reach out to the Editor at or call him at 416-268-7404

This information is unfiltered, straight from them to you as it was provided to us. Insurers are listed alphabetically.





SM_FortMcMurray-WildfireAlert_Twitter-600x337_EN_03Aviva Canada has opened a third claims centre at the University of Calgary inside Taylor Family Digital Library (2nd floor). Claims representatives are onsite at all three locations including the Canalta Hotel in Lac la Biche and the Edmonton EXPO Centre at Northlands Evacuation Centre. Aviva customers and brokers are encouraged to visit these locations, or call 1 866 MYAVIVA (1 866 692 8482). They are available by phone on a 24/7 basis.

Aviva has mobilized their team of claims and catastrophe response experts from across the country to prioritize providing all necessary assistance to customers affected by the Fort McMurray fires and is also working closely with government and industry partners.

All evacuees are reminded to register for support with Aviva’s Ready When the Times Comes national disaster response partner, the Canadian Red Cross, by calling 1 888 350 6070 or by visiting and clicking on the “Register Now” link for evacuees.

Aviva Canada Claims Centre Locations:

Calgary location: University Of Calgary

Taylor Family Digital Library (2nd floor)

410 University Court NorthWest

Edmonton location: Edmonton EXPO Centre at Northlands

Edmonton Evacuation Centre

7515-118 Avenue NorthWest

Lac la Biche location: Canalta Lac La Biche Hotel

9905 83 Avenue

Customers can also check and social media pages for more information on Aviva’s response and updates on the situation.

The Co-operators

The Co-operators Table at Northlands

The Co-operators group of companies extends its thoughts and prayers to all those affected by the devastating fires in the Fort McMurray area.

In response to this situation, The Co-operators has implemented its Catastrophe Response Plan to serve clients. Dedicated insurance professionals are available to provide support, answer questions and give assistance to those affected by this tragic event.

To contact us, including reporting of insurance claims:

1.  By Phone

Co-operators General: 1-877-682-5246
COSECO: 1-800-810-4490
CUMIS: 1-800-810-2847
HB Group: 1-800-387-1963
Sovereign General: 1-800-410-0354

2.  In Person

In Edmonton
Edmonton Northlands Exhibition Centre
7515 118 Avenue

In Lac La Biche
Bold Centre
8702 91 Avenue
Lac La Biche


Brokers can email specific questions or concerns on any claim or policy that has already been reported to We will respond within 2 hours.


Group Medical Services

With the emergency evacuation of Fort McMurray, residents may have left prescription medications behind or find themselves running out. Residents with GMS prescription drug coverage who need a refill or replacement can do so at any pharmacy. All they need to do is present their pay-direct GMS ID card.

GMS partners with Express Scripts Canada (ESC), the pharmacy benefits management company. ESC has contacted pharmacies across its network and arranged for the processing of claims for prescription replacements or early refills for evacuees of Fort McMurray and area.

During this extremely difficult time, we extend our sincere sympathy to all Albertans affected by the Fort McMurray fires.

The Guarantee Company of North America

The Guarantee has implemented a dedicated Emergency Response Team to ensure delivery of exceptional customer service to our broker partners and GUARANTEE GOLD® policyholders impacted by the wildfire.

Personal Lines brokers in Alberta have all been contacted and we are working collaboratively with each broker. Subsequent to those conversations, The Guarantee has also begun contacting customers to inquire into their well-being and to provide information regarding relevant coverage and claims contact details.

Our Claims management team is working closely with our local third party adjusters, and The Guarantee’s senior in-house claims adjusters will be deployed in Alberta as soon as authorities allow access to the affected areas to provide immediate, in-person claims support to customers, as necessary.

Please advise your customers that they can report a claim by calling our toll free number, 888-998-1872.

To further demonstrate our support, The Guarantee has donated $10,000 to the Canadian Red Cross to help communities impacted by the wildfires.


Intact staff at a wildfire evac centre

Intact staff at a wildfire evac centre


  • We have activated our national catastrophe plan and have all our claims team able to help
  • We are at two evacuation centres: Northland Expo Centre and La Lac Biche Bold Centre. Customers who have travlled to Calgary should come and see us at our Intact Service Centre on 32 Avenue.
  • Customers should call us at 1-866-464-2424 to start their claim so we can give them financial support right away
  • They should visit our emergency external website Intact Assist for up to date information
  • Visit our Facebook page and follow us on Twitter for up to date information

We have online media ads tomorrow (reaching 150,000 impressions daily)



Mutual Fire Insurance

Our thoughts are with the residents and communities affected by the Northern Alberta wildfires. Our utmost appreciation and gratitude goes to all of the emergency responders fighting the fires. MFI’s Claims team is experienced in dealing with Catastrophic events and have an adjusting team already in contact with our brokers and policyholders. We will continue to utilize electronic transfer of Additional Living Expenses to provide support to policyholders in this time of need.

MFI will continue to support our policyholders through this challenging time and will work with them as they move forward.

To file a claim, please utilize the following methods:



  • 1-604-881-1250 or toll Free 1-866-417-2272.
  • Please note that our phone lines are open Monday to Friday, from 8-3:30 MST/9-4:30 PST
  • Your call will be re-directed to the claims department.


  • Your Homeowner Policy includes coverage for evacuation costs up to a specified limit.
  • We ask that all policyholders save receipts for submission at a later date. We suggest you write on each receipt what it was for as the receipts are accumulated.


Northbridge Insurance

We are moving quickly to help our customers impacted by the wildfires in the Fort McMurray area. Our Catastrophe Claims Team has been deployed to Edmonton and is ready to assist our brokers and customers through the claims process. As soon as access is granted, this team will relocate to Fort McMurray to provide local assistance.

To report a new claim:

Please contact us at 1.855.621.6262 or

Inquiries regarding reported claims:

The following individuals can provide assistance with claims that have already been reported:

Troy Nevens
Vice President, Claims Western Region

Alfred DeSousa
Director Claims Field Operations / CAT Claims Coordinator

Supporting the relief efforts:

Recognizing the impact these fires have had on the local community, our parent company, Fairfax Financial Holdings Limited, announced that it will donate $1,000,000 to the Canadian Red Cross for services providing wildfire relief. This is in addition to fundraising efforts by our staff across the country to assist the Fort McMurray community.

Please visit for more information and updates on the situation.


Peace Hills


Peace Hills







Our thoughts and prayers are with the people of Fort McMurray at this difficult time. We are ready to help in any way we can. For claims assistance, please call us at the following numbers:

Edmonton office switchboard: 780-424-3986 or toll free 1-800-272-5614

Calgary office switchboard: 403-262-7600 or toll free 1-800-372-9295

*Please call the Calgary office of you are dealing with/from Surex

Please view our website ( or follow us on Twitter (@Peacehillsins) to get our latest updates.


Pembridge Insurance Company

Our thoughts are with those dealing with these challenging circumstances. We know this is a difficult time for the residents of Fort McMurray and surrounding area. Please know we are working hard to assist our customers who have been evacuated from their homes.

We want to reassure you that our Claims Services network is on alert and ready to provide emergency services to customers impacted by this tragedy. Once the evacuation order has been lifted and residents are able to return to their homes, Claims will mobilize staff to the affected areas.

We could encounter high call volumes and call wait time could increase. Should you wish to expedite the process, we appreciate our broker partners taking the first notice of loss reports and thank you in advance for your support and patience. Due to the complex nature of the claims, it is important that any discussions regarding coverage be handled by our claims partners.

To report a claim during this time, please contact us via one of the following options:

Promise Line:          1-800-661-1577
Fax:                             1-800-920-3140
Website:                    Submit an Auto Claim / Submit a Property Claim

Please refer to the content we have posted on our consumer website for updated content and tips for further prevention. Please follow us on Facebook and Twitter @PembridgeIns for additional information.



RSA van·         Please urge your clients to call us at 1-800-319-9993 with any questions. More information about making a claim is available here:

·         Our claims department can be reached at 1-800-319-9993 or

·         We have staff stationed on-site at the evacuation site in Edmonton, ensuring those impacted have the support and tools to address their immediate and longer term needs. We also have set up an additional command centre in Calgary.

·         Local information can be obtained through Regional Municipality of Wood Buffalo at 780-762-3636. Updates are also available via the Wood Buffalo Facebook and Twitter accounts, and locally on CBC 740 Radio.

·         We also have a tip sheet that you can share with your clients as they deal with the aftermath of the wildfire, available via our LinkedIn page and We will continue to post updates for your clients on LinkedIn and our website for your reference.


SGI Canada policy holders evacuated from their homes due to the fires in Fort McMurray are encouraged to contact their SGI Canada broker as they may have coverage for living expenses. They need to keep all receipts for reimbursement, noting that their final payment will be subject to their policy deductible. Additional information is available on our website: Although residents have already been evacuated, they can help move their claim along by starting a list of items that will need to be replaced:

A bulletin outlining steps to help policy holders was sent to all SGI CANADA insurance brokers on May 4, 2016. If brokers have questions regarding the Fort McMurray evacuation, they should contact their Broker Partnership Representatives.


Travelers van

Travelers has mobilized its catastrophe response resources to assist customers affected by the Fort McMurray fire. Claim and risk management professionals from Travelers Canada are available to provide information to help answer safety and insurance-related questions from consumers and business owners. One of the Travelers Mobile Claim Offices is in Edmonton and available for tours.

What: Travelers Catastrophe Response Mobile Claim Offices

Where: Edmonton EXPO Centre at Northlands, 7515 118 Ave NW, Edmonton, AB T5B 4X5

 The Mobile Claim Offices are fully self-contained, custom-built RVs designed to operate as insurance claims offices. They enable Travelers’ Claim professionals to meet with policyholders, determine their needs and as appropriate, help with advance payments. The Mobile Claim Offices also help Travelers Canada assist customers unable to report their claim by telephone, and serve as an additional resource for anyone needing immediate assistance locating additional disaster assistance resources. Customers can also charge portable devices and access our wireless network.


These first-in-the-industry vehicles are staffed by catastrophe response specialists and are equipped with everything required to process claims in the midst of a disaster, such as onboard computers, printers and cell phones. The Mobile Claim Offices are equipped with satellite technology so we can help customers anywhere, at any time, without depending on phone lines, cellular towers or other telecommunication services that may be unavailable during a catastrophe.

Travelers Canada Claim Reporting Phone Number: 800.661.5522


Our Wawanesa Claims Staff are ready to assist our policyholders at our temporary claim centres in Edmonton and Lac La Biche. 

Temporary Claim Centres

Hours of operation: 8:00 AM – 8:00 PM

Edmonton Expo Center
7300 116 Avenue NW
Edmonton, AB

Bold Center
#100 8702-91 Avenue
Lac La Biche, AB

Northern Alberta Claim Emergency Phone Number: 1-800-625-7891

Tools for submitting your claim

Wildfire Damage and Mass Evacuation Claim Guide
Create an online claim report for your home
Learn about the Wawanesa claim process
Claim forms to submit to your broker or Wawanesa adjuster


Customers in the Fort McMurray area can connect with us and report a claimby calling 866-345-3454, FAX 877-977-8077, emailing us at or visiting and going to the Claims page.

Our Claims and Underwriting staff are also reaching out directly to our customers to connect with them as well as working with our brokers to do the same. Additionally, Zurich is making our WTP Assist services available to those people directly affected by the wildfire who are employees of Zurich customers. These services include emergency medical assistance and emergency travel assistance, provided by World Travel Protection Canada Inc. (“WTP Assist”), a subsidiary of Zurich Canada. We are also making sure that our customers have information and tip sheets about immediate actions to take to mitigate against any further losses once it is deemed safe for them to return to their properties.

Our webpage dedicated to resources for Zurich customers affected by the Fort McMurray wildfire, including details about WTP Assist, is:

This story was originally published by Canadian Insurance Top Broker.