Once your claim is received, it will be investigated and you will be contacted. Please note that the initial investigation can take a number of weeks, perhaps longer depending on the complexity of the claim.
To ensure prompt, detailed and impartial service, the City may engage the services of an external claims adjuster to assist with the investigation of a claim. The City’s current claims adjuster is Kernaghan Adjusters. If a claims adjuster is appointed, they will contact you directly regarding your claim.
The City’s Risk Management and Legal Services department will make a decision upon the completion of the investigation, and you will be notified in writing of the City’s decision.
Claims made against the City are not paid unless, in the opinion of legal counsel, there is a liability exposure. All claims will be investigated without passion or prejudice, utilizing the facts as they reveal themselves and standard legal practices and principles.
We are committed to the principle of settlements that are fair and reasonable within standard industry and legal practices. Claimants can expect to be treated courteously and respectfully and in a business-like manner.
If a claimant wishes to challenge a claims decision, they may do so through the Civil Resolution Tribunal (for claims up to $5,000), the Provincial Court of British Columbia (for claims up to $35,000) or the Supreme Court of British Columbia (for claims over $35,000).
