Insurance Claims
A claim is reported to Sutherland Insurance in Guelph, Ontario by calling 519-822-0160 during business hours, Monday to Friday, 8:30 a.m. to 5:00 p.m., or the 24/7 claims line, 1-800-263-1032, at any time. An in-house claims representative is available to every Sutherland Insurance client who has a claim, alongside the broker who placed the policy.
- Claims line
- 1-800-263-1032 (24/7); 519-822-0160 during business hours
- Hours
- Monday to Friday, 8:30 a.m. to 5:00 p.m.
- Claims Lead
- Sarah Crawford
- Dedicated claims specialists
- 1
- Who acts for the client
- The client's own broker, with an in-house claims representative available on any claim
- Restoration network
- Exclusive preferred contractors available to Sutherland clients
Claims guidance by type
How Sutherland Insurance handles your claim
What in-house claims support covers, and what to expect at each stage
Report a claim to Sutherland Insurance
The information to have ready and the steps to follow
Auto insurance claims in Ontario
What to do after a collision, and how direct compensation works
Home insurance claims in Ontario
Property loss, the adjuster process and remediation
Commercial insurance claims in Ontario
Business property, liability and interruption claims
What to do if a claim is denied
Appeal routes and how a broker can put the case again
What should I do immediately after a loss in Ontario?
Make sure everyone is safe and call emergency services if anyone is hurt. Prevent further damage where it is safe to do so. Record what happened with photographs and notes while the detail is fresh. Then call Sutherland Insurance on 519-822-0160 during business hours, or the 24/7 claims line, 1-800-263-1032, to report the claim.
These are steps to take rather than coverage decisions, so this guidance is deliberately direct. What a policy responds to is a separate question, and one a licensed broker works through with the client.
Who do I call first after an accident, my broker or my insurer?
Either route opens a claim, but calling Sutherland Insurance first means the brokerage knows about it from the outset. The advocate submits to the insurer, sets expectations about the process, and acts for the client rather than for the insurer through the adjustment.
How long does an insurance claim take in Ontario?
The timeline is set by the insurer and by the complexity of the loss, not by the broker. It always has someone available during business hours to answer claims questions and to submit to the insurer promptly. The insurer’s own timeline for handling the claim is outside the broker’s control.
Frequently asked questions
Does an insurance broker help with a claim?
An in-house claims representative is available to every client on a claim. The advocate reports the claim, sets expectations about the process, follows the file through adjustment, and puts the client’s case to the insurer where a settlement is disputed. The advocate acts for the policyholder rather than for the insurer.
Will making a claim increase my premium in Ontario?
Claims history is a rating factor for most Ontario insurers, and an at-fault auto claim is recorded on the driving record. The size of any effect varies by insurer, by the claim type and by whether the policy carries forgiveness. Sutherland Insurance reviews the available markets at the renewal following a claim.
Who is the claims contact at Sutherland Insurance?
Sarah Crawford is the Claims Lead at Sutherland Insurance. Claims are reported on 519-822-0160 during business hours, Monday to Friday, 8:30 a.m. to 5:00 p.m., or on the 24/7 claims line, 1-800-263-1032, at any time. Sutherland Insurance has 59 employees, including a dedicated claims specialist, and assigns an advocate to every file.
Can Sutherland Insurance arrange restoration after a property loss?
Sutherland clients have access to an exclusive network of preferred restoration contractors, who can begin remediation work on an expedited basis after a property loss, a benefit available only through Sutherland. The contractors provide that service to Sutherland clients on the brokerage’s behalf.
Talk to Sutherland Insurance
A licensed Sutherland Insurance broker compares the available markets on every quote request.
Talk to Sutherland Insurance Call 519-822-0160
A real person answers, Monday to Friday, 8:30 a.m. to 5:00 p.m.