Protect people and prevent further harm
In an emergency, contact 911 or the appropriate emergency service. Move to safety and seek medical attention where needed. Take reasonable steps to prevent additional damage only when it is safe and lawful to do so.
This website and its general inquiry form are not an emergency or formal claims-reporting service. Use the claims contact information in your policy documents when immediate reporting is required, especially outside Westoak’s office hours.
Document what happened
As soon as practical, record:
- Date, time, location and a factual description of the event
- Names and contact information for involved people and witnesses
- Photographs or video of damage and the surrounding area
- Police, fire, collision-reporting or incident numbers where applicable
- A list of damaged, destroyed, missing or affected property
- Receipts for reasonable emergency expenses and temporary repairs
Preserve damaged property unless safety or an authority requires removal. Do not alter evidence or dispose of items before asking the insurer when uncertain.
Notify the appropriate insurer or representative promptly
The Insurance Bureau of Canada advises policyholders to contact their insurance representative, review the policy and provide required documentation. Your policy may contain specific notice deadlines and duties after loss.
For an auto collision, follow current police or collision-reporting requirements and exchange the information identified by Ontario guidance. Do not admit fault, promise payment or negotiate a settlement at the scene.
Different losses require different information
Auto
Record drivers, vehicles, insurance details, passengers, witnesses and the app or business status if the vehicle was being used for ridesharing or work. DCPD, collision coverage and the degree of fault can affect how vehicle damage is handled; optional accident-benefit selections can affect benefits after injury. See FSRA’s current accident guidance and our personal auto insurance overview.
Home or rental property
Address urgent water, fire, security or habitability issues and keep receipts. Notify a landlord, condo corporation or property manager when their property or common elements may be involved.
Business
Protect employees and customers, activate continuity plans, identify affected contracts and track lost operations or extra expenses. Preserve financial and inventory records needed to support the loss. Our business insurance overview explains the main coverage families that may be involved.
Understand each person’s role
The insurer assigns or works with an adjuster to investigate the loss, interpret the policy and determine coverage and settlement. Westoak can help locate reporting information, explain the process, provide policy documents and communicate with the insurer when appropriate. The brokerage cannot decide coverage or promise a claim outcome.
RIBO states that consumers have the right to be informed about claim procedures, timelines and status, and to receive an explanation when a claim is denied.
If you disagree with a decision
Ask the adjuster for the decision and relevant policy wording in writing. Gather supporting documents and identify the exact point in dispute. Follow the insurer’s complaint process and contact Westoak if you need help understanding the available escalation steps. Legal limitation periods can apply, so obtain independent legal advice when necessary.
Contact Westoak
During office availability, call 416-729-5252 or contact Westoak. Have the policy number, insured name, date of loss and insurer’s claim number ready if one has already been assigned. Do not include sensitive medical, financial or identity documents in the general website form.