How Sutherland Insurance Handles Your Insurance Claim
An in-house claims representative is available to every Sutherland Insurance client who has a claim, alongside the broker who placed the policy. Sutherland Insurance acts for the client rather than for the insurer, and has handled claims for Ontario clients since 1870, on 519-822-0160.
- Claims line
- 1-800-263-1032 (24/7), or 519-822-0160, Monday to Friday, 8:30 a.m. to 5:00 p.m.
- Claims Lead
- Sarah Crawford
- Who acts for the client
- Sutherland Insurance, rather than the insurer
- In-house claims representative
- Available to every client on a claim, not assigned to every file
- Restoration network
- Exclusive preferred contractors, Sutherland clients only
- Published response-time commitment
- None. The insurer’s timeline is outside the broker’s control
What happens when you report a claim to Sutherland Insurance?
A claim reported to Sutherland Insurance during business hours is submitted to the insurer the same day it is received. Sutherland Insurance explains what happens next and follows the file, and an in-house claims representative is available to the client at any point in the process.
- Call Sutherland Insurance on 519-822-0160 and report what happened.
- Sutherland Insurance submits the claim to the insurer and confirms what was submitted.
- The insurer assigns an adjuster; Sutherland Insurance follows the file through adjustment.
- An in-house claims representative is available to the client at any point on the claim.
- Where a settlement is disputed, Sutherland Insurance puts the client’s case back to the insurer.
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. Sutherland Insurance submits promptly and chases the file, but the insurer's own schedule for adjustment and settlement is outside a broker's control.
Someone is always available during business hours to answer claims questions and submit a claim to the insurer. The insurer’s own timeline is outside the broker’s control.
Sutherland Insurance deliberately does not publish a fixed response-time commitment. Publishing a number the brokerage cannot guarantee would be inaccurate, and a commitment that depends on a third party is not one to make on their behalf.
What happens after a property loss at a Sutherland Insurance client’s home?
Beyond submitting the claim, Sutherland Insurance can put a client in touch with its preferred restoration contractors so remediation can begin without waiting for the full claim process to conclude. This is a benefit of the brokerage’s own contractor relationships rather than something the policy provides.
Sutherland clients have access to our exclusive network of preferred restoration contractors, who can begin remediation work on an expedited basis after a property loss. It is a benefit available only through Sutherland.
These contractors provide the service to Sutherland clients on the brokerage’s behalf. Using them is at the client’s option, and the choice does not affect the claim itself.
Who leads claims at Sutherland Insurance?
Sarah Crawford is the Claims Lead at Sutherland Insurance. Sutherland Insurance has 59 employees, including a dedicated claims specialist who is available to every client on a claim regardless of its size. Claims are reported on 519-822-0160 during business hours.
Sarah Crawford, Claims Lead · The full Sutherland Insurance team
Frequently asked questions
Does an insurance broker help you with a claim in Ontario?
Sutherland Insurance reports the claim to the insurer, sets expectations about the process, follows the file through adjustment, and puts the client’s case where a settlement is disputed. An in-house claims representative is available to every client on a claim. The brokerage acts for the policyholder rather than for the insurer.
What does a claims advocate do?
A claims advocate is the broker-side contact on a claim file. At Sutherland Insurance that means submitting the claim, explaining what happens next, chasing the adjuster where a file stalls, and challenging a decision the client disputes. It is a different role from the insurer’s adjuster, who acts for the insurer.
Who do I call first after an accident, my broker or my insurer?
Either route opens a claim. Calling Sutherland Insurance first on 519-822-0160 means the brokerage knows about it from the outset, submits to the insurer, and acts for the client through the adjustment. Sutherland Insurance always has someone available during business hours to answer claims questions.
Can my broker challenge a denied claim?
Sutherland Insurance puts the client’s case back to the insurer where a claim is denied or a settlement is disputed, using the policy wording and the facts of the loss. A broker cannot overturn an insurer’s decision unilaterally, and where a dispute is not resolved the regulator’s complaint process is the next step.
How quickly does Sutherland Insurance respond to a claim?
Sutherland Insurance always has someone available during business hours to answer claims questions and to submit a claim to the insurer. The insurer’s own timeline for handling the claim is outside the broker’s control, so Sutherland Insurance does not publish a fixed response-time commitment it cannot guarantee.
Talk to Sutherland Insurance
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Talk to Sutherland Insurance Call 519-822-0160
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