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August/September 2016
Official Journal of the Canadian Indépendent Adjusters’ Association
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Contents AUGUST / SEPTEMBER 2016 • VOLUME 10 • NUMBER
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Cover Feature 12 Cleaning up after The Beast The wildfire that destr yed 10 percent of Fort McMurray’s structures was a tragic event, and is Canada’s largest insured loss event. With the city evacuated and offlimits, and thousands of claims pouring in, the insurance industry stepped up with unprecedented coordination and cooperation to ensure access to personnel and streamline the claims process for the evacuees.
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BY EMILY ATKINS
Spotlight 28 Reaping the whirlwind
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Rapid growth has been a challenge for Greg Doerr and his company, Doerr Claims Services. BY EMILY ATKINS
News Features 30 Privacy in the Sky, Potential Liability for Drone Operators BY LAURA EMMETT AND NICHOLAS CUMMINGS
32 Stopping Claims Churn with Customer-Centric Strategies BY DARA BANGA, FCIP, CFEI
34 Adjusting Fort McMurray’s Firestorm, PART II: Calculating the Period of Restoration & Other Issues BY HEATHER SANDERSON
34 Departments
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4 First Notice 38 On The Scene
Columns 10 President’s Message
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• first notice FN Nearly $3.6 billion in insured losses from Fort McMurray wildfire Insured damage from the recent wildfire affecting Fort McMurray, Alberta is estimated at $3.58 billion, according to Insurance Bureau of Canada’s (IBC) vice president Western and Pacific, Bill Adams. A third of that loss is commercial property, five percent is auto and 62 percent is personal property, said Carolyn Rennie, managing director at Toronto-based Catastrophe Indices and Quantification Inc. (CatIQ) “Business interruption is taken into account,” Rennie said. She added there were about 27,000 personal lines claims averaging $81,000 each, about 5,000 commercial claims averaging “close to” $250,000 each and about 12,000 auto claims averaging about $15,000 each. “The vast majority of the ultimate costs” of the wildfire affecting Fort McMurray “will be borne by insurance policies of one variety or another,” Adams said. “Fire losses are a standard part of the home insurance policy. It was the genesis, historically of a home insurance policy so it would be would be exceptional if not completely unprecedented for there not to be fire coverage in a home insurance policy.” CatIQ – a sister company to MSA Research Inc. – works with insurers to aggregate industry losses. When measured
by direct premiums written, about 80 percent of the market participates. The firm grosses its estimates up to account for 100 percent of the industry. Its estimates exclude loss adjustment expenses and take into account losses before reinsurance. Heather Mack, IBC’s director of government relations, suggested there are “no real concerns at this point” about reinsurance rates in the aftermath of Fort McMurray. “If you look at the Alberta-based insurers, certainly they have got to be looking at their risk exposure because obviously Alberta is so prone to some of these natural catastrophes over the last 20 years, but we haven’t heard anything directly from those companies about either pricing or availability on the reinsurance market,” Mack said. The natural disaster with the second-highest insured loss – at $1.7 billion – was the flooding affecting southern Alberta in the summer of 2013, Adams said, adding those floods caused about $6 billion in total economic losses. Most of the $1.7 billion in insured losses were from sewer backup. At the time, overland flood coverage was generally not available on homeowners’ insurance policies in Canada. ●
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Impact Forecasting launches new cat modelling platform
Companies need to come clean about climate change risk
Impact Forecasting has launched ELEMENTS 10, its complete catastrophe modelling platform, which includes new flood models for Canada. ELEMENTS 10 can run insurers’ own or third-party models, and offers access to new flood models for Canada, the United States, Malaysia and Poland. Impact Forecasting models are being used on other platforms, including ImageCat, Spatial Key and Opta, with the latter incorporating Canada flood data into its iClarify tool. Modellers can also now access flood models from Ambiental, JBA and SSBN or UCL’s tsunami model. “ELEMENTS 10 gives modellers the flexibility to import various formats, run any implemented third party model, actively manage accumulations, quantify uncertainty and even provide insights for underwriting colleagues – all on one platform,” Impact Forecasting said in a statement. The platform further allows the “ability to use an insurer’s own loss data to customize various model components to reporting capabilities in order to communicate results to senior management and regulators.” According to information from Aon Benfield, the Canada Flood Model encompasses a geographical area that covers 98 percent of the Canadian population. ●
Only about one-third of the world’s 1,000 largest companies provide ef fective disclosure of the risks they face due to climate change, Bank of England Governor Mark Carney said in Toronto recently. Lack of full disclosure, Carney said, makes it difficult for investors, creditors and regulators to assess who is on top of the increasingly critical issue. “What is your strategy for managing climate-related risk?” he said. “Longer-term strategies are going to be much more impor tant for evaluation.” At the same time, he said, the transition to an environmentally sustainable future provides an annual oppor tunity wor th trillions of dollars for companies and financiers. One example he cited is the development of a green bond market in China that current estimates suggest will be wor th US$500 billion a year. It’s a market Beijing is keen to open up, he said. Carney’s comments came during a session at a business breakfast forum. The former Bank of Canada governor noted that the number of extreme climate events has risen threefold in the last few decades while the cost of claims paid out as a result has risen fivefold. ●
www.vericlaim.ca 888.601.6228
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• first notice FN Direct impact of Fort McMurray fire likely to reach US$5 billion The overall direct economic impact of the Fort McMurray wildfi e is expected to approach US$5 billion once all attributable losses are realized, according to Impact Forecasting, Aon Benfield s catastrophe model development centre of excellence. “The first half of 2016 ended up as the costliest on an economic and insured loss basis since 2011,” said Steve Bowen, director within Aon Benfield s Impact Forecasting team, in a press release. “The year has already been highlighted by a significant earthquake sequence in Japan, the Fort McMurray wildfi e in Canada, flooding in Western Europe and a series of extensive hailstorms in the United States.” Impact Forecasting’s Global Catastrophe Recap: First Half of 2016 report evaluates the natural disaster events that occurred worldwide in the first six months of the year. According to the report, preliminary global economic losses reached US$98 billion in the first half of 2016, with global insured losses of US$30 billion. Impact Forecasting said that these global half-year losses are at their highest levels since 2011, but still slightly below the 10-year averages of US$112 billion in global economic losses for the first six months of the year and US$31 billion in global insured losses for the first six months of the year. However, the 2016 losses were slightly above the longer-term averages of US$84 billion and US$24 billion dating to 2000. The percentage of global economic losses covered by public and private insurers was 30 percent, slightly above the 10-year av-
erage of 28 percent due to the prevalence of losses in the United States where insurance penetration is higher. In fact, the U.S. accounted for 47 percent of global insurance losses sustained by public and private insurance entities in the period under review, Impact Forecasting said. From an economic loss perspective, earthquake was the costliest disaster type during the period (US$34 billion), comprising 30 percent of the loss total, mainly attributable to two powerful earthquakes that struck Japan’s Kumamoto region on April 14 and April 16. From an insurance perspective, severe convective storm (SCS) was the costliest peril (US$12.3 billion), comprising 42 percent of the loss total. Most of the insurable losses from SCS resulted from major thunderstorm events in the U.S. that prompted widespread hail, damaging straight-line winds and tornadoes. The U.S. state of Texas alone recorded roughly 55 percent of all insured SCS losses, the press release noted. Meanwhile, the report highlights that there were at least six individual billion-dollar global insured events (five of which were weather-related) during the first half of the year, including the Fort McMurray wildfi e. According to the report, major insured losses included the late May and early June flooding and severe weather in Europe (US$3.4 billion), the Fort McMurray wildfi e (US$3.2 billion) and the April 10-15 SCS outbreak in the central U.S. (US$3.2 billion). “All of the estimates are subject to revision as losses are further developed,” the report indicated. ●
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Oil and gas company BP plc revealed that the 2010 Deepwater Horizon accident and oil spill will cause the company to take an after-tax non-operating charge of around US$2.5 billion in its second quarter 2016 results. BP said following significant progress in resolving outstanding claims resulting from the 2010 incident, it is now able to reliably estimate all of its remaining related material liabilities. The US$2.5 billion charge is expected to include a pre-tax non-operating charge associated with the oil spill of around US$5.2 billion, bringing the total cumulative pre-tax operating charge related to the incident to US$61.6 billion, or US$44 billion after tax. “BP believes that any further outstanding Deepwater Horizon-related claims not covered by this additional charge will not have a material impact on the Group’s financial performance,” the company said. “Over the past few months we’ve made significant progress resolving outstanding Deepwater Horizon claims and today we can estimate all the material liabilities remaining from the incident,” Brian Gilvary, BP’s chief financial office , said. “Importantly, we have a clear plan for managing these costs and it provides our investors with certainty going forward.” ●
August/September 2016
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• first notice FN Fort McMurray First Nation selected to carry out wildfire debris removal Fort McMurray #468 First Nation has been selected by Specialized Property Evaluation Control Services Ltd. (SPECS) to carry out the coordinated demolition and debris removal initiative following the Fort McMurray wildfire. “This is an important component of the recovery and rebuilding process, and insurers look forward to working with residents, the selected general contractor, Fort McMurray First Nation and other contractors, which homeowners may choose in facilitating the timely and cost effective removal of debris,” said Bill Adams, vice president, Western and Pacific, IBC, in a press release. “As the trade association representing insurers, IBC also looks forward to continuing to work with the Regional Municipality of Wood Buffalo (RMWB) and local stakeholders throughout the recovery and rebuilding process.” According to an information sheet from IBC, affected residents have two choices for debris removal: the removal is handled by the insurer’s project management company, or the homeowner chooses their own debris removal contactor. The total cost of removal comes out of the insured’s policy limits, regardless of the option chosen, and the IBC recommends policyholders speak with their adjuster or insurance representative to understand their costs and responsibilities. In the first option, for a single family home or duplex, costs are calculated as follows:
Debris removal – $9,636-$11,561 (based on between 1,125 households and 800 households in the program); Cutting and capping – $2,224; Management fee – $429; and Environmental testing and monitoring – $200. Costs for debris removal for a mobile home are between $4,871 and $6,796. The other costs (cutting and capping, management fee, and environmental testing and monitoring) are the same as for a single family home or duplex. If the homeowner decides to hire a contractor to remove debris, the IBC recommends getting a thorough understanding of what is included in the quote. The RMWB requires that the chosen contractor has a certificate of recognition, small employer certificate of recognition or “a similar industry certification demonstrating their health and safety management system meets provincial standards,” the IBC release information said. The homeowner should also ensure that the contract includes specific services and fees, including removal of hazardous materials not accepted by RMWB landfill (aerosols, paints, compressed gases, etc.), hauling fees, dust control measures and environmental testing, among others. Residents are encouraged to contact their insurance representative or call IBC’s Consumer Information Centre at 1-844-2ask-IBC if they have any questions. ●
Paul Aquino Publisher (416) 510-6788 paul@canadianunderwriter.ca
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Official Journal of the Canadian Indeépendent Adjusters’ Association
www.claimscanada.ca
Produced by the publishers of Canadian Underwriter magazine
A bi-monthly magazine (6x per year), Claims Canada is published by NEWCOM Business Media Inc. is located at: 80 Valleybrook Drive, Toronto, ON, M3B 2S9. Claims Canada magazine is the Official Publication of the Canadian Independent Adjusters’ Association [CIAA] and through its editorial content and circulation brings together the ‘entire property & casualty insurance claims market nationally’ with information and insight into the profession, business and people of insurance claims and loss adjusting. All key claims process stakeholders are reached as part of our readership community – including: both CIAA member and non-member independent claims adjusting firms; insurance and reinsurance company executive, claims management
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and claims adjusting personnel; corporate risk managers and loss control professionals; insurance brokers; insurance law firms; forensic engineers and accountants; appraisal, restoration, rehabilitation and collision repair professionals; Insurance Institute chapters; insurance associations, regulators and related claims market recipients. The contents of this publication may not be reproduced or transmitted in any form, either in part or in full, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior written consent.
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Message from the President La Plume du Président FRED PLANT
Ours is a principled profession and you should be proud of the important work you do, every day, delivering the product of the Property & Casualty Insurance Industry in Canada. Independent Adjusting in Canada is taking a new direction. No longer can we rely on our local relationships to develop business and for that business to allow us to gain experience and hone our skills. The smaller claims that were so critical in adjuster development are fading fast in favour of processes implemented by Insurers based on numbers and data. We could roll up in a ball and pretend this is not happening. We could whine and complain that this is “just not right”. Or, we can adapt to the new order and find ways for Independent Adjusting to remain a critical element of the Property and Casualty Insurance Industry in Canada. The Canadian Independent Adjusters’ Association, through its membership, which is closing in on 1,800 professionals from all across Canada, has chosen to not simply roll over and die. CIAA has embraced the evolving role of the Independent Adjuster and is leading our profession to continue to be an integral element of the success of our Industry and, as our profession evolves, so too must its representative Association. With that, CIAA will soon significantly change the way it interacts with the P&C Industry. Historically the CIAA President, a new person—a volunteer elected each year—carries the CIAA banner for a year and then hands-off the role to the First Vice-President. The President is always a dedicated career professional with an existing day job, the demands of which do not diminish on assuming the role of CIAA President. How can one person dedicate the time and energy necessary to advance the cause of Independent Adjusting while continuing to meet the pre-existing demands of an employer who is paying a salary? The fact is, they can’t. Not today anyway, when job demands are more intense than ever and where the complexity of dealing with the many elements and related issues of the insurance industry is ever expanding. CIAA has begun the search for a seasoned industry professional to take on a new role with this Association; a full time advocate and spokesperson, independent of any member-company, who will have the time and dedication to constantly and consistently represent the interests of professional independent loss adjusters in Canada, while working 10 Claims Canada
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Notre profession est fondée sur des principes et vous devriez être fiers du travail important que vous accomplissez chaque jour, c’est-àdire offrir le produit du secteur de l’assurance de dommages au Canada. Le travail des experts en sinistres indépendants au Canada prend une nouvelle direction. Nous ne pouvons plus compter sur nos relations locales pour accroître les affaires et pour que ces affaires nous permettent d’acquérir de l’expérience et d’affiner nos compétences. Les petites réclamations qui étaient si importantes dans le développement des experts en sinistres disparaissent rapidement en faveur de processus mis en œuvre par les assureurs basés sur des chiffres et des données. Nous pourrions nous recroqueviller dans notre coin et prétendre que rien ne se passe. Nous pourrions pleurnicher et nous plaindre que « cela n’est pas bien ». Ou nous pourrions nous adapter au nouvel ordre et trouver des façons pour que le travail des experts en sinistres indépendants reste un élément crucial du secteur de l’assurance de dommages au Canada. L’Association canadienne des experts indépendants (ACEI), par l’intermédiaire de ses membres, dont le nombre s’élève à près de 1 800 professionnels dans l’ensemble du Canada, a choisi de ne pas simplement se laisser abattre et disparaître. L’ACEI a accepté l’évolution du rôle de l’expert en sinistres indépendant et dirige notre profession pour continuer à faire partie intégrante de la réussite de notre secteur et, au fur et à mesure que notre profession évolue, l’association qui a la représente doit évoluer aussi. Dans cet esprit, l’ACEI modifiera bientôt considérablement sa manière d’interagir avec le secteur de l’assurance de dommages. Historiquement, le président de l’ACEI, une nouvelle personne, soit un volontaire élu chaque année, porte la bannière de l’ACEI pendant une année, puis passe le rôle au premier vice-président. Le président est toujours un professionnel dévoué avec une carrière et un emploi de jour existant, dont les exigences ne diminuent pas lorsqu’il assume le rôle de président de l’ACEI. Comment une personne peut-elle consacrer le temps et l’énergie nécessaires pour promouvoir la cause des experts en sinistres indépendants tout en continuant à répondre aux exigences préexistantes d’un employeur qui paie un salaire? En effet, cela n’est pas possible. Du moins, pas de nos jours, en tout cas, puisque les exigences du travail sont plus intenses que jamais et la complexité de gérer de nombreux éléments et des problèmes connexes dans le secteur de l’assurance ne cesse d’augmenter. L’ACEI a commencé à entreprendre des recherches pour trouver un professionnel chevronné dans le secteur pour assumer un nouveau rôle au sein de l’Association : un défenseur et un porte-parole à temps plein, indépendant de toute société membre, qui pourra offrir le temps et le dévouement nécessaires pour représenter constamment et systématiquement les intérêts des experts en sinistres indépendants professionnels au Canada, tout en travaillant à la création de programmes de www.claimscanada.ca
to create education and professional development programs which will not only help forge better adjusters; this will assist in attracting the best talent to our business. In concert with this initiative, CIAA needs the commitment of all independent adjusters in all areas of the country to support the profession, to give something back (even if it is just yearly dues for now) to that from which you gain so much. CIAA does not exist to only represent its members; it represents the entire profession and WE NEED YOU. We are going to do great things for independent adjusting. Be responsible for your future by being part of this new initiative. If you are not an existing member, please contact CIAA today and pledge your commitment for the benefit of yourself, your colleagues and your profession. All good things must come to an end and it is with mixed emotion that I watch the sun set on my term as President of CIAA. Heather Matthews, CIP, CRM, will be the President of CIAA for 2016-17 and I know all of you, members, non-members (who will soon be members) and industry colleagues alike, will support CIAA and Heather as she pilots the association into a new era. For me, this past year was both challenging and rewarding, however, above all else, it was an honour. I did not do anything this year on my own. There has been a whole crew of dedicated people, from every region, who gave selflessly of their time to make CIAA work and to allow us to open a window to the future. On behalf of all CIAA members I extend sincere gratitude to all of you who gave so much. ■
formation et de perfectionnement professionnels qui contribueront non seulement à former de meilleurs experts en sinistres, mais qui aideront également à attirer les meilleurs talents dans notre profession. De concert avec cette initiative, l’ACEI a besoin de l’engagement de tous les experts en sinistres dans toutes les régions du pays pour soutenir votre profession : redonner quelque chose (même s’il ne s’agit que des droits d’adhésion annuels pour l’instant) à la profession qui vous a tant donné. L’ACEI n’existe pas seulement pour représenter ses membres : elle représente toute la profession, et NOUS AVONS BESOIN DE VOUS. Nous allons accomplir de grandes choses pour les experts en sinistres indépendants. Soyez l’artisan de votre propre avenir en participant à cette nouvelle initiative. Si vous ne faites pas partie des membres existants, veuillez communiquer avec l’ACEI dès aujourd’hui et vous engager pour votre propre bien et celui de vos collègues et de votre profession. Toutes les bonnes choses ont une fin, et c’est avec un sentiment partagé que je vois mon mandat de président de l’ACEI toucher à sa fin Heather Matthews, CIP, CRM, sera présidente de l’ACEI pour la période de 2016 à 2017, et je sais que vous allez tous, les membres comme les non-membres (qui deviendront bientôt des membres) et les collègues du secteur, soutenir l’ACEI et Heather, tandis qu’elle guidera l’ACEI dans une ère nouvelle. Pour moi, cette dernière année a été à la fois diffi le et gratifi nte. Toutefois, cela a été avant tout un honneur. Je n’ai rien fait tout seul cette année. J’ai été soutenu par toute une équipe de gens dévoués, provenant de chaque région, qui ont généreusement donné de leur temps pour faire fonctionner l’ACEI et pour nous permettre de jeter un regard sur l’avenir. Au nom de tous les membres de l’ACEI, je remercie sincèrement tous ceux d’entre vous qui nous ont tant donné. ■
NATIONAL EXECUTIVE 2015 2014 - 2016 2015 PRESIDENT Fred R. Plant, AIIC ClaimsPro 85 Englehart Street Dieppe, NB E1A 8K2 Phone: (506) 853-8507 Fax: (506) 853-8501 E-mail: fred.plant@scm.ca 1ST VICE-PRESIDENT Heather Matthews, CIP, CRM Crawford & Company (Canada) Inc. 539 Riverbend Dr. Kitchener, ON N2K 3S3 Phone: (519) 578-5540 Fax: (519) 578-2868 E-mail: Heather.Matthews@crawco.ca 2ND VICE-PRESIDENT Gary Ellis, BBA, FCIP, RF, FCLA, FCIAA, FIFAA AMG Claims Inc. P.O. Box 20102 Sherwood Charlottetown, PE C1A 9E3 Phone: (902) 628-9091 Fax: (902) 628-9093 E-mail: gary.ellis@amgclaims.ca SECRETARY Monica Kuzyk, FCIP, CRM Curo Claims Services 125 Northfield D . W., P.O. Box 218 Waterloo, ON N2J 3Z9 Phone: (866) 952-2876 Fax: (519) 888-9704 E-mail: mkuzyk@curocanada.com
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TREASURER John D. Seyler, CIP Integrated Insurance Resources 5080 Timberlea Blvd., Suite 214 Mississauga, ON L4W 4M2 Phone: (905) 238-4985 Fax: (905) 238-2735 E-mail: jseyler@integrated-ins.ca PAST-PRESIDENT Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Phone: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com EXECUTIVE DIRECTOR Patricia M. Battle Canadian Independent Adjusters’ Association/ L’Association Canadienne des Experts Indépendants Centennial Centre, 5401 Eglinton Avenue West, Suite 100 Etobicoke, ON M9C 5K6 Phone: (416) 621-6222 Toll Free: 1-877-255-5589 Fax: (416) 621-7776 E-mail: pbattle@ciaa-adjusters.ca
DIRECTOR Paul Féron, FCIP, CRM – ClaimsPro 210 – 746 Baseline Rd. East London, ON N6C 5Z2 Ph: (519) 645-6500 • Fax: (519) 645-2250 E-mail: paul.feron@scm.ca DIRECTOR Lorri Frederick – ClaimsPro 120 Adelaide St. W., Suite 2401 Toronto, ON M5H 1T1 Ph: (905) 308-6292 • Fax: (416) 360-7335 E-mail: lorri.frederick@scm.ca DIRECTOR James B. Eso, CIP, CIOP Crawford & Company (Canada) Inc. 539 Riverbend Drive, Kitchener, ON N2K 3S3 Ph: (519) 578-5540 • Fax: (519) 578-2868 E-mail: Jim.Eso@crawco.ca DIRECTOR E. Grant King, BA, B.Ed., CIP Crawford & Company (Canada) Inc. 120 – 237 Brownlow Avenue Dartmouth, NS B3B 2C7 Ph: (902) 468-7787 • Fax: (902) 468-5822 E-mail: Grant.King@crawco.ca DIRECTOR John Jones, BA Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Ph: (905) 896-8181 • Fax: (905) 896-3485 E-mail: jjones@cl-na.com
DIRECTOR Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Ph: (905) 896-8181 • Fax: (905) 896-3485 E-mail: apoon@cl-na.com DIRECTOR Marie C. Gallagher, FCIP, CRM Kernaghan Adjusters Limited 602 – 1 St. Paul Street St. Catharines, ON L2R 7L3 Ph: (289) 786-1074 • Fax: (289) 723-1979 E-mail: mgallagher@kernaghan.com DIRECTOR Craig J. Walker, CIP, FCIAA, FIFAA Maltman Group International 3550 Victoria Park Ave., Suite 301 Toronto, ON M2H 2N5 Ph: (416) 492-4411 • Fax: (416) 492-5657 E-mail: cwalker@maltmans.com DIRECTOR Gary Ellis, BBA, FCIP, RF, FCLA, FCIAA, FIFAA AMG Claims Inc. P.O. Box 20102 Sherwood Charlottetown, PE C1A 9E3 Phone: (902) 628-9091 Fax: (902) 628-9093 E-mail: gary.ellis@amgclaims.ca
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hail of glowing embers bounces off the hood of the pickup creeping in gridlocked traffic. Headlights can’t penetrate the billows of greasy smoke swirling in a hot, heavy wind. As the camera pans, pine trees barely a car-length away explode into flames that jet 30 metres up into the gloom. A creepy purple glow illuminates the horizon. If you’ve watched videos of the Fort McMurray evacuation this is a familiar scene. And for one independent adjuster it was personal. Claims Adjuster Kenna Williamson of Canadian Claims Services in Edmonton recounts hearing from her mother, who worked at the Fort McMurray
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hospital, on the afternoon the evacuation started. “She sent me a picture of the flames coming over the hill and she said, ‘well the fire’s getting very close to town.’ She wondered if she should go home.” While Kenna tensely waited in Edmonton, phone in hand, her mother spent nine hours in the car traveling about eight kilometres to find Kenna’s dad. It’s hard to imagine the fortitude it would take to stay in the car and not panic under those conditions. How the 88,000 people of the northern Alberta city managed on May 3rd, 2016 to escape this hellhole of an inferno—a wildfire so big and bad it was know as The Beast—
with no immediately related deaths is mind-boggling. It’s a testament to an amazing response from police, fire and other officials. And in the aftermath, the insurance industry stepped up, making the claims process, the re-entry and recovery as smooth and quick as possible for returning residents. The magnitude of this wildfi e and the damage it caused makes it the worst natural disaster in Canadian history, with current estimates of insured property damage recently climbing from $3.58 billion to $4.76 billion. According to the Insurance Bureau of Canada (IBC) this is more than twice the amount of the previous costliest natural disaster on record—the 2013
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Jason Franson - The Canadian Press
Jonathan Hayward - Th Canadian Press
southern Alberta fl od, which cost $1.7 billion in insurance claims. In Fort McMurray, CatIQ reports that there are more than 27,000 personal property claims, with an average value of $81,000. There are also more than 12,000 auto insurance claims, averaging $15,000 per claim. In addition, the more than 5,000 commercial insurance claims average over $227,000 per claim. It’s estimated that 2,400 structures will have to be rebuilt, including 1,600 homes. That’s about 10 percent of the city’s structures, according to CMHC.
Just looking at the pictures of the post-fire devastation in the most severely affected neighbourhoods is enough to make anyone choke up a bit. Just looking at the pictures of the post-fire devastation in the most severely aff cted neighbourhoods of Abasand, Waterways and Beacon Hill is enough to make anyone choke up a bit. There’s little left of many houses besides an ashy outline of a foundation. Charred trucks and RVs, kids’ play structures and warped pools sit as sad and sobering reminders of how much worse this tragedy could have been if the evacuation had not gone so smoothly. And then there’s the rest of the damage—smoke, ash and heat played
havoc across vast swathes of the city, leaving thousands of properties in need of assessment and restoration.
The response The insurance industry’s response to the fire was immediate. Within a day of the evacuation, adjusters and other insurance professionals began the process of assessing the damage. The industry worked together to streamline and facilitate access and logistics for the thousands of adjusters and other personnel who needed access to the city. And it was instantly
Mary Anne Sexsmith-Segato - The Canadian Press 14 Claims Canada
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evident that help would need to be called in from across the country. Since there is no provision for temporary licensing of adjusters in Alberta, the Alberta Insurance Council, the financial and governance arm of the four Alberta insurance councils, including the Insurance Adjusters’ Council, quickly implemented an “Expedited Non-resident Adjuster Licensing Protocol” to allow for rapid accreditation of out-of-province adjusters. Th s speeded things up by allowing independent adjusters with accreditation in their own jurisdiction to receive an Alberta license by proving their licensing status and providing a criminal record check within two months. This new process comes about in part thanks to the hard work
CIAA has done over the past few years. “The Alberta Council was very pro-active in agreeing to adjusters from other provinces to get Alberta licenses and they have a pretty streamlined process, at least in Crawford’s experience,” says Jim Eso, Crawford and Company’s Senior Vice President, Property & Casualty. “But CIAA has been working with the regulators for years to get to the point where the qualifications of an adjuster from another province will be recognized and quickly approved by the regulators in Alberta. A few years ago, this would not have been as easy… [this] mutual cooperation between the regulator and the adjusters… in the end is to the benefit of the policy holders in desperate need of help in a catastrophe.”
Jason Franson - The Canadian Press
Innovation Innovation like this is a hallmark of the response to the Fort Mac fire. In pulling out all the stops, the IBC
made a decision that turned out to be a lynchpin for coordinating the insurance industry’s activity in the city. Shortly after the fire they hired Rob de Pruis, an industry veteran who stepped into the newly created role of Insurance Industry Claims Liaison. He hit the ground in the burned out city on May 14th, working with his IBC colleagues to provide a host of services for the horde of busy adjusters who needed access to the insureds’ properties. De Pruis was embedded with the Regional Emergency Operations Centre (REOC), working alongside the entire group responsible for managing the situation, planning the reentry of citizens and ensuring everyone’s safety. “In thinking back in my career, I’m not certain if there’s any other event where we’ve seen such a coordinated response by our industry,” de Pruis says. “There’s dozens of insurance companies, thousands of adjusters and
“it was like a zombie apocalypse — there was nobody there. It was like a complete ghost town.”
Codie McLachlan – The Canadian Press
Jason Franson - The Canadian Press 16 Claims Canada
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service providers that are responding to the needs of tens of thousands of displaced residents, and the IBC is playing a real central role with the emergency management offi als, the government and the stakeholders, providing a steady stream of absolutely vital information to the insurance industry and also to the residents as well.” In practical terms, de Pruis was the go-to guy who ensured adjusters could get the permissions they needed to enter restricted zones in town. He personally manned the perimeter gate— for 14 hours a day from May 29 to June 3—managing and expediting access to pre-approved adjusters and handing out the coloured wristbands that everyone had to wear inside. During the three-day period de Pruis processed about 1,000 claims personnel. “Our first test, if you want to call it that, was getting adjusters access to a community that was still locked down by the emergency officials so
that the adjusters could get in and do what they were trained to do.” As the claims representative at the REOC daily briefi gs, he said he was given a voice and welcomed into the fold.
On the ground Shawn Burnett, Managing Director at MGB Claims was one of the adjusters whose entry de Pruis facilitated while the evacuation order was still in eff ct.
Adjusters had to sign in and out of the restricted areas, and proper protection equipment had to be shown at the access points for the three worst zones, Abasand, Waterways and Beacon Hill. “In most catastrophes there’s lots of physical damage everywhere, things are destroyed and broken and in bad shape, but generally you find people are still there… There’s usually people and basic services,
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even if it’s on a very reduced scale,” he says. “But in this one, because the entire city was evacuated, and there was basically a lockdown on driving around in the city limits of Fort McMurray, it was like a zombie apocalypse—there was nobody there. It was like a complete ghost town. You would just drive and see cars abandoned on the side of the road with their passenger doors still open and, you know, an empty baby stroller sitting on the sidewalk.
August/September 2016
It was like aliens came down and just sucked everyone out of the city.” On a lighter note, both Burnett and Lee Powell, Cunningham Lindsey’s Director Major Loss Services – Property, found themselves all alone in the city, but stopping for red lights, nonetheless. “The streetlights are still working, the stoplights are working, so you’re stopped at a stoplight, but there’s literally no one in town and you’re stopped waiting for the a green light,” Powell says. Burnett said he had heard there were red light cameras still working, and he wasn’t taking any chances. “I’m the only car there for miles, but I look and I see this camera box facing me and I’m like, ‘Well I’m not driving through there’,” he laughs. “So I basically would sit there for two minutes until the light would change.”
The challenges Life for the adjusters in Fort Mac posed a few challenges, once they had permission to enter the city to do their jobs. Because of the evacuation order they were not able to stay in town, and accommodations were scarce. The lucky ones found basic space— small single rooms with three meals a day—at the camps scattered around the region that normally serve the oil industry. www.claimscanada.ca
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But others were not so lucky. Lee Powell ended up stay- respiratory irritation and burns; there are heavy metals ing in Lac La Biche, a small town of just under 3,000, three such as arsenic and hexavalent chromium present; and, in hours’ drive from Fort McMurray. addition to asbestos, polyaromatic hydrocarbons, dioxins “We’d drive to Fort McMurray making sure to fill up and furans were detected at risky concentrations. with gas before we got there, do our work and then drive Adjusters had to sign in and out of the restricted areas, back to Lac La Biche,” he says. “Six and proper protection equipment had hours to get to work,” he laughs. to be shown at the access points for the three worst zones, Abasand, WaThat work was important—his terways and Beacon Hill. Full protecclaims involved getting major retailtive clothing, including long sleeves ers that were considered essential serand pants, appropriate foot, eye and vices up and running again. But, he “So it was diffi ult to said, the logistics of the Fort Mac cat head protection and an N95 respiseparate what is just will definitely push the costs up. rator were required, and as Shawn normal Fort McMurray “You’re dealing with costs that Burnett discovered, they were worth were ranging between $250 to $350 a having. dust and general day in terms of camp costs for every “I was dealing with a building environmental conditions worker, every general laborer that was within Beacon Hill that was not difrom soot and going to be doing cleaning, so that’s rectly aff cted by the fire. There was adding a significant cost for the clean lots of smoke damage, it had no powwildfire smoke.” up there,” he says. er for weeks, so I went in with a con“That’s being passed on to insur- Jason Franson tractor who had diffe ent cartridges Th Canadian Press ers.” on his respirator and when we went into the building the smell from rotting food in the freezers and refrigerator was Safety and security awful. I didn’t smell anything, but he had to turn around Personal health and safety was a serious concern for ev- leave, he was almost vomiting.” eryone working in the evacuation area. The ash has a high pH value, making it caustic, potentially causing skin and Where did everybody go? Typically coming in a little later than the adjusters, those responsible for the restoration of Fort McMurray properties found a different environment and new challenges. Finding the insured whose properties his company was tasked with working on was a huge challenge for Andrew Ross, Chief Operating Officer at Specialized Property Evaluation Control Services Limited (SPECS), based in Langley, British Columbia. “Fort McMurray, by virtue of its industry, has attracted people from all over North America,” he says. “And following the disaster, a lot of people who had nowhere else to live would return to their hometown. We have people anywhere from Vancouver Island to the Florida Keys and everywhere in between.” And although the insurers were helping by providing contact information, unfortunately most of the numbers were home numbers, “and of course, those were no longer functioning because of the fire.” Ultimately, however, a phone and email blitz—powered NOT A CLIENT - NO PROBLEM! by extra staff—allowed SPECS to reach 1,250 of the 1,350 policy-holders on its list.
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Care and feeding Katie Mouritzen, Winmar’s Regional Vice President for Western Canada, was in Fort Mac overseeing the cleaning contracts her company was fulfilling. Like Ross and SPECS, her team also had some difficulty in getting permissions from absent homeowners. But the real hurdle was just keeping up with the volume of work. “A challenge is making sure that we take care of our own guys too. These guys are working long hours and six, www.claimscanada.ca
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seven days a week, so we really need to be mindful of making sure we take care of them,” she says. “It could be very quickly forgotten that you’re not Superman and you can’t be working all hours of the night and day, and every day of the week, because then, then you may not be getting the production that you need.” Mouritzen had more than 200 staff in the fi ld, and their hard work was appreciated by residents. She noted that homeowners were almost universally grateful and went out of their way to ensure the cleaning teams felt it. One family treated its work crew to a pizza party in thanks.
Dust to ashes? The nature of the fire and the Fort McMurray environment posed a conundrum for adjusters and restorers alike. Rob LeBlanc, Senior Project Manager with the Newtron Group in Brampton, Ontario was at the scene to restore equipment. He and his crew work on office, hospital and other electrical equipment and were called on to clean—among other things—the projectors for a movie theatre in town. But the difficulty with the Fort Mac fire residue is that it was visually indistinguishable from the local dust. “In most cases the contaminant’s visible and there’s visible signs of a fire within the property,” LeBlanc says. “But out here, other than what’s obviously burnt to the ground, if the building was still standing, then there was no visual clear evidence that the building had been aff cted by the fire itself.” Shawn Burnett ran into the same problem in assessing properties for damages: “There’s a lot of dust blowing around and people that live there are used to it.” But after a building has been vacant for a month, with no one going in or out, there would be lots of dust and no way to tell by looking at it if it’s ash or just normal dust. “So it was difficult to separate what is just normal Fort McMurray dust and general environmental conditions from, from soot and wildfire smoke. Short of having every propA National Network of Independent Law Firms erty swiped, sampled and sent out to environmental engineers, you had to
look and, luckily for me every insured that I dealt with was very reasonable. They were quite up front and honest, saying ‘this does not appear to be anything beyond slightly contaminated... might be a little smoke in there, but we don’t need to have to have our place gutted.’”
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When is a medical examination considered a second examination under Rule 36 of the New Brunswick Rules of The Court? Court:
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kindness, caring and strong community. From the jubilant marking of the re-entry with “Fort Mac Strong” signs along the road, to individual acts of selflessness, the fire definitely brought the community together. “It’s amazing to see how the communities really come together to help each other out,” Kenna Williamson says. “I’ve got claims for commercial businesses and the help that some of these
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When both the plaintiff’s physical and mental condition are in issue in an action, and the plaintiff undergoes a physical examination, will a subsequent application for a psychiatric examination be considered an application for a second medical examination?
Should medical examinations that are ordered as part of the discovery process be characterized as ‘independent’ medical examinations? Court of Appeal of New Brunswick August/September 2016 Claims Canada 21 October 13, 2009 (Reasons delivered November 2015-02-14 26, 2009) Judgment Rendered: 1:05 PM The plaintiff suffered injuries in a motor vehicle accident and commenced an action Factual Summary: seeking damages. Both the plaintiff’s physical state and mental state were in issue in the action. The plaintiff submitted to a physical examination by the defendant’s expert, but subsequently refused to submit to a psychiatric examination.
Blyth v. Crowther and Kelly 2009 NBCA 80 When both the plaintiff’s physical and mental condition are in issue in an action, and The adefendant made a motion requesting an order that the plaintiff submit to the the plaintiff undergoes a physical examination, will a subsequent application for 2016-08-25 PM appealed, psychiatric examination. The motions judge granted the order. The9:45 plaintiff psychiatric examination be considered an application for a second medical
businesses got from other members of the community that were maybe in a worse-off osition, is just amazing.” She said people brought food and water, or would help clean if there were coverage issues or a shortage of crews available. “They had customers or members of the business all coming together, just doing whatever they can to help out.”
Achievements That sprit of goodwill carries over to the organizational side as well. The level of collaboration among various stakeholders in the claims and restoration processes for the Fort Mac cat has been outstanding. Not only has the insurance industry stepped up through the auspices of the IBC and Alberta Council, insurers are cooperating closely on projects. For example, SPECS is coordinating a large demolition project for a number of the insurers who have agreed to work together. At the mo-
p12-23 COVER STORY.indd 22
ment Ross says it’s 19 insurers collaborating, with SPECS managing the project, to take advantage of economies of scale, and gain efficiencies in getting some work completed. While this is another innovative method for handling a large
“I’ve got claims for commercial businesses and the help that some of these businesses got from other members of the community that were maybe in a worse-off position, is just amazing.” volume of claims in the same geographical area, it’s not new in Fort Mac. Ross believes the Slave Lake fire was the first time it was tried,
although on a much smaller scale; this is the largest project SPECS has ever tackled. “In Slave Lake we were involved with just under 400 single-family residential, total losses that we coordinated the demolition for. With, I think it was 11 insurers in that case,” Ross says. “In this case it’s 19 insurers and we’re currently sitting at around 800 participants in the program, with the potential for more.” Competing contractors had to be able to have 30 excavators on site at any one time, with the corresponding number of dump trucks to serve them. It was a challenge, Ross says, but they hired Fort McMurray First Nation #468 as the lead, in partnership with Morgan Construction and Environmental. The demolition work will be done by September 30.
Communications By all accounts, communications throughout the post-fire period have
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been excellent. The ongoing town hall meetings held by the province and the Regional Municipality of Wood Buffalo have been a clearinghouse for important news and details for residents and service providers alike. The municipality also created an online damage assessment tool for homeowners and the insurance industry to help identify the condition of specific properties. Once an address is entered the tool delivers detailed images of the property taken before and after the fire, from all angles, along with a fire report. This allowed adjusters to get an initial sense of the condition of a property without necessarily needing to visit the location.
Lessons applied Just as a wildfire clears the land for new growth, The Beast has cleared the way for innovation and creativity in the way the claims process can be handled after a major catastrophe.
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“Never before has the insurance industry been provided such access to those that are directly managing the response and recovery so early in the process. So it’s likely that this is going to become a best practice for the collaboration between the emer-
It’s been a learning process and it really feels like we are writing the playbook right now.
gency management agencies and the private sector insurance industry in Canada,” de Prius says. “It’s been a learning process and it really feels
like we are writing the playbook right now.” From the perspective of an adjuster on the ground, “it all helped,” says Morris Blatz. “Unfortunately this isn’t the last catastrophe that’s going to happen in our country. We have to learn from it so that we can be prepared and deal with it, so I think it was good that there was somebody taking the lead on it.” And while the insurance industry is still deeply involved and “not leaving anytime soon”, de Pruis says, it’s still clear that important progress has been made in the way cats are handled. A lot of teamwork and long hours went into the establishment of new protocols and best practices for dealing with an event with the magnitude of the Fort McMurray wildfi e. While nobody wants to put them into practice again, it’s inevitable that another cat will occur, and this time the industry will be even better prepared to swiftly get people’s needs assessed, claims adjusted and lives back to normal. •
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CIAA Members Respond in Fort McMurray The devastating wildfire in and around Fort McMurray, a catastrophic event that has produced insured losses of as much as $4.67 billion, has become one of Canada’s largest insured loss events. Over the next few pages you will see various Canadian Independent Adjusters’ Association (CIAA) members with boots on the ground, on-site, lending their expertise to get Fort McMurray back to its previous glory. l
Fire and Explosion Damage - Kernaghan Adjusters
Albert Poon - Cunningham Lindsey
Fire and Explosion Damage - Kernaghan Adjusters
Michell The str
Michelle Short and Stephanie Wood Kernaghan Adjusters
Stephen Scullion - ClaimsPro With a Fort McMurray resident’s pet lion
Kernaghan Adjusters
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Kernag
Michelle Elliott - ClaimsPro - Assessing the damage in Abasand subdivision of Fort McMurray
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Duane Hoffman - Kernaghan Adjusters Kernaghan Adjusters
Michelle Elliott - ClaimsPro The strength of the Fort McMurray Community Michelle Short and Jonalee Hodges in Tyvek suits and masks Kernaghan Adjusters
Kernaghan Adjusters Kernaghan Adjusters
sing of
Kernaghan Adjusters Continued on page 26. www.claimscanada.ca
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CIAA Members Respond in Fort McMurray Michelle Short - Kernaghan Adjusters with Thomas Ng - Rogers Insurance
Kernaghan Adjusters
Fire and Explosion Damage Kernaghan Adjusters
Albert
Kernag
Appliance Removal - Kernaghan Adjusters Morris eps
Cory Gilliam T&L Adjusters Fort McMurray 26 Claims Canada
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Kernaghan Adjusters
Michelle Elliott - ClaimsPro Total loss on Draper Rd.
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Michelle Short and Stephanie Wood - Kernaghan Adjusters with Duane Hoffman - Hub International
Albert Poon - Cunningham Lindsey
Scott Hamilton - ClaimsPro Fort McMurray blooms in the wake of disaster
Kernaghan Adjusters
Kernaghan Adjusters
Morris Blatz - T&L Adjusters - Dealing with a total loss in Waterways. eps
www.claimscanada.ca
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• spotlight S
Reaping the
Whirlwind
Tornado gives Doerr Claims Services a quick start BY EMILY ATKINS
I
t might be only in the insurance industry that a tornado could be considered good fortune, and that’s exactly how Greg Doerr views the one that gave a kick start to his business. In the summer of 2014, Doerr Claims Services had just opened its doors in Barrie Ontario—with Greg running the business on his own—when a tornado touched down in nearby Angus, Ontario. In the aftermath, thanks to his years of experience in the claims industry and great contacts with insurers, Doerr found his initial eight clients quickly growing to about 15. Almost overwhelmed with claims to handle, and only three months in, his well-laid plan to run the shop on his own for a year and get a handle on work-life balance went by the wayside. He hired an adjuster. And at the beginning of year two he hired another. The company now has three employees, two adjusters and an offi e manager. Adjuster Denisse Cumby was the first hire in September 2014, having worked with Doerr previously at a national firm. Doerr brought his wife, Holly Doerr, aboard in January 2015 to look after the office. Holly also has an insurance background, as an underwriter and working for a broker. Adjuster Sheri Turner arrived in June 2015, and specializes in property, automotive losses and contents. The whirlwind of growth posed a challenge, Doerr says. “We grew faster than we were ever anticipating. As a small firm you want to grow, but until you had that team in place it was kind of difficult to determine how much staff ou needed.” Now with his team in place, Doerr Claims Services handles all lines, but with 28 Claims Canada
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an emphasis on property. The work includes title insurance claims, some bodily injury, and farming losses, which is one of Doerr’s own niche markets. There is also a focus on high-value homes in the Muskoka area.
A change in direction With a deep background in many areas going back to 1994, Doerr is well prepared for both management and adjusting. He is educated in accounting with a focus on insurance, and started his career doing insurance accounting. But he quickly ended up in the claims department of the insurer he was working with, doing farm and property files. From there he moved to a national independent adjusting firm. He says the shift from accounting to claims was natural for him. “I liked the claims side of the business; I like interaction with people; I like negotiating,” Doerr says. “It was a small insurance company that I worked for, so you had a lot of exposure to the different departments, and the claims side of the business intrigued me more than the accounting side.” With his accounting background and farm experience, business interruption losses were of considerable interest, Doerr says. His expertise expanded from there and he started handling commercial losses and general liability claims. An important interlude came during a year he spent following catastrophes across the country. From a hurricane in Halifax, Nova Scotia to flooding in Peterborough and Leamington, Ontario, and then onto hail and wind in Edmonton, Doerr saw a lot of cat claims that year.
August/September 2016
And while it was interesting and satisfying work, he also left home for the cat tour of Canada when his son was just six months old. “It didn’t go over too well,” with his wife, he notes. “He’s 13 now and I still hear about it.” So when an opportunity arose for a branch manager’s job in Barrie, Ontario he took it. That was 2004. In 2010 he took a break and worked at Georgian College for a short time before returning to the national claims adjusting scene, and finally leaving that to start Doerr Claims Services.
Quality brings quantity Doerr’s business philosophy is simple: “We’re out to provide high-level claims service and communications to our clients.” He achieves this goal by ensuring constant communications with clients. “It’s understanding the clients’ expectations— getting to know what their expectations are right from the onset—and meeting or exceeding those expectations. That’s the key to success,” he asserts. “When I deal with claims I speak to my audience. I think the key to success as an adjuster is getting to know, and being able to speak to, your audience.” And when you complete a claim to the client’s satisfaction, you find there’s another file from them, he notes. He likes to take a team approach to larger losses so that everyone in the firm is up to speed on the claim. “It could be two of us working on it to make sure things get done in a timely manner, and constantly trying to move that claim forward to resolution.” www.claimscanada.ca
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From Left to right: Greg Doerr, Sheri Turner, Denisse Cumby, Holly Doerr
As a small independent adjusting company, Doerr says the CIAA is a useful voice for its member firms. “They keep us up to date on regulation changes, and the association acts as a voice for the independent adjusters,” he says. And while he feels he could probably get even more from his membership, he really values the networking and camaraderie being a member offers. “I use the networking base. I have colleagues that have their own small firms. I’m able to pick up the phone if I have a question or a challenge on a claim. I’ve got a couple other members that I discuss those with.” He also says the CIAA’s educational and social events, and Claims Canada are a real value of membership. “You gain a lot of knowledge from articles that are written by other people in the industry.” Another factor to success Doerr identifies is having the support you need, especially as a small business. www.claimscanada.ca
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“You’ve got to have the support system; your family has to be behind you. And you have to have support from clients, or at least have the confi ence that you’re going have that support.”
the key “ Itothink success as
an adjuster is getting to know and being able to speak to your audience.
“
Getting help when you need it
Down the road Looking ahead, Doerr says there are plans for expansion. The one- to five-year plan is to “hopefully increase staff” and perhaps open another branch office in Muskoka or the Kawartha Lakes area.
But there are challenges in that objective. You can grow by expanding your territory with existing clients, or by increasing market share in the territory you already cover, Doerr asserts And, he says, increasing market share in the same territory puts a small firm into competition with the nationals. “I’m not saying it’s not possible,” he muses. “It just takes more effort. I guess it comes down to having the courage and confi ence to build a team and compete against the nationals.” He firmly believes that the smaller firms have a couple advantages. When the volume of claims is down—as he says they are now—a smaller office doesn’t need the volume to stay afloat. And, most importantly, smaller firms add a personal touch. “We want to do a good job on the files that we have and we feel that if we do that, we’ll get the next file. So, delivering good product and meeting or exceeding expectations is probably the best marketing you could do,” he notes. •
August/September 2016
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Privacy in the Sky Potential Liability for Drone Operators BY LAURA EMMETT AND NICHOLAS CUMMINGS
Introduction On July 10, 2016, in Reno, Nevada, 7-Eleven made history. It became the first company to make a delivery by drone of a customer’s order. A sign of the times, it is anticipated that many companies, including Amazon and Walmart, are not far behind. The fastest growing sector within the aerospace industry is undoubtedly Unmanned Aerial Vehicles (UAVs), commonly known as drones. They are characterized as devices that can be used for multiple purposes, including commercial, combat, real estate, emergency, academic, surveillance, recreational and now delivery. Drones can take on a wide array of shapes and sizes. They can be very inconspicuous – like the beetle drone from Helen’s Mirren’s “Eye In The Sky”—or visible, like the drone observed in the flight path of two commercial jets in Ottawa in May. The growth of the industry is demonstrated in the statistics. Industry Canada estimates that drone use is expected to grow domestically as the industry becomes more commercially viable and the regulatory environment becomes more accommodating. Current global drone production is estimated to be worth $4 billion annually and is projected to grow to approximately $93 billion within the next decade. This represents a compound growth rate just shy of 40 percent. With these developments, it is no surprise that there is an increasing demand 30 Claims Canada
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for insurance. While Transport Canada requires commercial drone operators to carry a minimum of $100,000, there are no corresponding obligations on recreational users. Despite the limited requirements for insurance, many operators are seeking coverage for incidents involving their drones. Consider for a moment two incidents arising out of British Columbia in the span of just a few weeks. In the first, two women noticed a drone hovering outside the window of their second story apartment; in the second, a Vancouver resident living on the 36th floor of a condominium building noticed a drone that proceeded to fly window to window, condo to condo, for approximately half an hour. Drones pose a unique difficulty in managing privacy concerns and violations, given their ability to use a variety of different technologies as their payload. Further, they can hover and maintain a distinct vantage point, making them leading surveillance devices. One issue becomes fear of the unknown; even a drone’s presence, regardless of its capabilities, may be perceived as intruding upon privacy. Individuals often cannot detect from a distance whether a drone has been fitted with camera equipment, data transmission equipment and the like. As such, a drone’s presence can cause a person to feel observed, regardless of the information being captured, stored and/or transmitted. As drone usage expands, there are many questions that have arisen surrounding restrictions in surveillance and the protection of individual privacy rights. This article will address the potential exposure to claims against drone
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operators in the context of protecting privacy rights. There are two torts in particular—Intrusion Upon Seclusion and the Public Disclosure of Private Facts—where it is anticipated that drone operators will be exposed to civil liability for privacy violations.
Intrusion Upon Seclusion In Jones v Tsige, the Court of Appeal held that the tort of intrusion upon seclusion constitutes a legitimate cause of action in Ontario. In this case, the Plaintiff’s financial records were improperly accessed by the Defendant. The Court of Appeal held that the Defendant was liable for the intrusive conduct where the following conditions were met: the Defendant acted intentionally, the Plaintiff’s private affairs were invaded without lawful justifi ation, and a reasonable person would regard the conduct as highly offensive causing distress, humiliation or anguish. It was determined that this tort is only available in situations where the conduct is deliberate and there are signifi ant invasions of an individual’s privacy. It was suggested that intrusions upon a person’s financial or health records, sexual practices and orientation, employment, diary or private correspondence may give rise to the standard of highly offensive if intruded upon. It was further held that damages available for intrusion upon seclusion cases where the Plaintiff does not actually suffer a monetary loss should be sufficiently large enough to correct the wrong that was done, and a range of up to $20,000 was fixed. The Court of Appeal left open the possibility of higher awards in the event that the Plaintiff suffered a pecuniary loss. While this case had to deal with the improper access to banking information, it is fair to assume that this tort will likely be applied by Courts in www.claimscanada.ca
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finding that a drone operator was inappropriately capturing private information. For instance, consider an incident that occurred in Australia: a real estate agent used a drone to capture photographs of a property being listed for sale. A nearby neighbour happened to be sunbathing topless and was captured as part of the images that were used in a marketing campaign to sell the property. While the issue wasn’t litigated, as the real estate company had not intentionally used the offending image, it is reasonable to conclude that a similar situation involving intentional conduct might give rise to an action against the offe ding parties.
the popular television show, The Good Wife.
Conclusion Given the dramatic technological advances in the drone industry, growing concerns regarding privacy violations must be addressed. With the increasing usage of drones in Canada, it is only a matter of time until operators, and in turn, insurers, will be faced with claims for torts arising from privacy breaches.
It is anticipated that the Courts will try to balance the benefits of drone use against the privacy of others. With this balancing, it is likely that the existing torts of intrusion upon seclusion and the public disclosure of private facts will be extended to ensure that the expectation of privacy remains intact. • Laura Emmett is a Partner at Lerners LLP and Vice President of Canadian Defence Lawyers, and Nicholas Cummings is an Associate at Lerners LLP.
Public Disclosure of Private Facts The Court’s recent decision in Doe 464533 v. N.D. gave rise to the new tort of public disclosure of private facts. This cause of action occurs when one gives publicity to a matter that concerns the private life of another individual. In order for the cause of action to be made out, the Plaintiff must demonstrate that the Defendant gave publicity to a matter concerning the private life of the Plaintiff; that the matter publicized, or the act of publication itself, would be highly offensive to a reasonable person; and that the matter publicized, or the act of publication, is not of legitimate concern to the public. Similar to the tort of intrusion upon seclusion, a drone operator may be found liable if the test above can be factually supported from improper surveillance captured from the use of a drone. In light of the concern over drones capturing pictures of public persons conducting private activities, California has amended legislation to prevent drone operators, such as paparazzi, from flying drones over private property in order to capture photographs or videos of individuals. This legislation, supported by actors Halle Berry and Jennifer Garner, came after pop star Miley Cyrus posted a video of a camera-equipped drone hovering outside her residence (which, rumour has it, came in like a wrecking ball). While these are extreme examples of privacy violations, it is not difficult to imagine instances where drones fly over neighbouring properties capturing the private lives of individuals. Such a situation involving drone use and privacy was even litigated in a recent episode of www.claimscanada.ca
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Stopping Claims Churn with Customer-Centric Strategies BY DARA BANGA, FCIP, CFEI
Customer loyalty. It’s the Holy Grail for any business, isn’t it? Yes, every business owner wants as many sales as possible. But most business owners want something more than one-time customers. They want raving, lifetime fans who will identify with their brand, stick with them, and spread the word to spark referral business. But these days, that kind of brand loyalty is harder than ever to come by. That’s because consumers have changed, and the bar is continuously being raised on what it takes to achieve that kind of loyalty. Marketing strategies that once lured customers in and kept them loyal are no longer eff ctive. Today’s consumers are smarter and more demanding. They’re digitally connected. They want more choices. They want the experience and the relationship as much as they want the product they’re buying. And their expectations of that relationship are evolving. Insurance buyers are no different. Today’s insurance buyers want more from an insurance company than just a
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policy. They want the relationship. They want life advice that’s relevant to their situation from a professional who will meet them on their terms. And they want a partner who will go beyond selling to genuinely make their lives better. The claims process is a microcosm of the overall experience for insurance buyers. A claim represents one of the most critical times in the insurance relationship, and is a key measuring stick of satisfaction for policyholders. It’s a time when the policyholder is vulnerable and relying on the insurance company to be a trusted advisor. Depending on how it goes, the claims process can make or break the relationship. Of course, when a policyholder files a claim, he wants the best settlement he can get. But even a satisfactory claims experience is no longer enough to keep a customer coming back. Consumers have high expectations of the experience. They want it to be quick, convenient, painless, and transparent. And if the claims process doesn’t meet their expectations, there’s a good chance they won’t be policyholders for very long. A new insurer is just click away, in many cases. As you know, during the
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claim process, potential stumbling points abound. Policyholders often don’t understand the policy terms and conditions or nuances of coverage. They may not document the circumstances surrounding the claim or have any way of showing the value of the items damaged or destroyed. In some cases, they may not submit the claim on a timely basis. No matter what the circumstance, if your payment is not congruent with the policyholder’s expectation, satisfaction will suffe . These days, policyholders aren’t quietly dissatisfi d. They often take to social media to explain their sides of the story, casting you in a very unfavorable light. In fact, 14 percent of policyholders who have submitted a claim in the past two years are dissatisfied with the way it was handled, and 83 percent of those unhappy customers plan to change, or have already changed, insurance companies. That’s one of the findings of Accenture’s latest Global Insurance Customer Survey of nearly 8,000 auto and home insurance customers in 14 countries. But here’s the real kicker: even if policyholders are generally satisfi d with the claims experience, that’s still not enough to guarantee their loyalty. Average claims satisfaction doesn’t cut it anymore. Even among the vast majority of policyholders surveyed who filed a claim and were satisfi d, 41 percent say they are likely to switch insurers in the next 12 months. In other words, insurers lose a high percentage of policyholders who file a claim, no matter what. There are two crucial pieces of the customer loyalty puzzle. To get a handle on this claims churn and achieve that elusive policyholder loyalty, you have to meet www.claimscanada.ca
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and exceed customer expectations on many fronts. That includes giving policyholders the kind of claims experience they expect. Two of the most crucial pieces of that puzzle are speed and transparency. Ninety four percent of the Accenture survey participants noted speed of settlement and transparency of the process as two of the biggest expectations of policyholders during the claims process, and two of the most important contributors to customer loyalty. Policyholders want a speedy, efficient settlement process, and they want to be kept in the loop throughout the process. Technology can bring that speed and transparency to the claims process. Today’s insurance buyers want conveniences such as digital options to interact with their insurance agent and instant access to the status of their claims. They want engagement. According to the Accenture survey, consumers are even willing to share data about their vehicles and homes with their insurance companies to speed up the claims settlement process and get personalized recommendations that can help them better manage risk and reduce their losses. Technology exists that can greatly streamline the claims process. For example, with an auto accident, sensors could wirelessly call for help automatically, notify a repair shop, and get a tow truck on the scene, all without www.claimscanada.ca
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the policyholder even making a phone call. The car could be fixed and delivered to the policyholder’s door. Consumers understand that the technology is available, so when they file a claim and bump up against a slow, antiquated system, they’re naturally going to be on the lookout for something better.
It’s crucial to pick the right team. They need to have integrity, be expert listeners, provide a professional and attentive service, be champions of your company’s claimshandling philosophy, and be savvy with evolving legislation and reporting requirements. Unfortunately, the financial services industry – and insurance companies in particular – have been among the slowest to adopt the mobile and other new technologies that many consumers crave. Sticking to old-fashioned ways has proven to be the perfect recipe for claims churn. Forty-four percent of policyholders in the Accenture survey said they would switch insurance providers just to be able to take advantage of digital channels to monitor the claims process.
It takes more than technology to create a positive claims experience for policyholders. Of course, a policyholder’s overall satisfaction with the claims process depends on multiple factors, including how they’re treated, what channels are used to communicate with them, and other variables that all work together to create the experience. According to the 2015 TeleTech P&C Customer Satisfaction Survey, the most inf luential attribute of the claims process is whether the policyholder feels the insurance company acted in his or her best interests. With so much riding on the claims experience for insurers, your choice of an independent adjusting firm or third party claims administrator is one of the most important business decisions you’ll ever make. It’s crucial to pick the right team. They need to have integrity, be expert listeners, provide a professional and attentive service, be champions of your company’s claims-handling philosophy, and be savvy with evolving legislation and reporting requirements. And they need to provide the kind of claims-handling experience policyholders expect. That means not only embracing technology, but helping to create the positive experience and foster the productive relationship with the policyholder. • Dara Banga is President & Chief Adjusting Officer of DSB Claims.
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Adjusting
Fort McMurray’s Firestorm, PART II: Calculating the Period of Restoration & Other Issues BY HEATHER SANDERSON
As described in the fi st part of this article published in the June/July issue, the Fort Mac wildfi e claims will test the key concepts underlying the business interruption, civil authority coverage and contingent business interruption coverages used by the Canadian P&C industry.
The Insuring Intent of a BI Policy There are only a dozen or so Canadian cases looking at business interruption (BI) issues. None of them looks at the unique Fort Mac issue: How to calculate the business income loss of an insured restoring its business in the midst of a regional disaster that further depresses a regional economy, which was already in an unprecedented economic downturn before the disaster struck? Th s will be a novel issue when the coverage under the business interruption (BI) policies stemming from the fi e is eventually litigated. At that time, Canadian courts will be compelled to follow the dictates of the Supreme Court of Canada, which requires them to interpret the specific wording at hand in the commercial context in which the policy was issued, consistent with the intention of the parties at the time the policy was issued. In short, the wording of each and every policy matters. Despite the lack of uniformity among the policies issued by the Canadian P&C industry, a clear insuring intent is found when one reads the BI rider with the accompanying property coverage. The purpose and intent of the BI rider is to cover the loss of income sustained by a unique insured as it recovers from the physical damage sustained by that insured. It is unreasonable for an insured to expect the insurer to cover the economic viability of its business within the Regional Municipality of Wood Buff lo. Therefore, as the business emerges 34 Claims Canada
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from the impact of its own damage and once again supplies goods or services to the damaged community, the new economic order could produce an uninsurable gain or loss that is outside the scope of most BI riders. Although Canadian courts can look to American decisions stemming from regional natural disasters such as Hurricanes Katrina and Sandy, as well as man-made disasters such as the World Trade Centre (WTC) litigation and the Boston Marathon bombing, the particular wording in issue will be determinative. The results in factually similar cases will function solely as guides to an eventual result.
When Does the Period of Reconstruction Terminate? Most BI wordings use “due diligence and dispatch” wording for the termination of BI coverage: The period of reconstruction (POR) terminates when “…through the exercise of due diligence and dispatch, the insured property should have been restored, repaired or rebuilt.” Two American WTC cases are likely to be central to any analysis of such wording. The fi st is SR Int’l Bus. Ins. Co. v. World Trade Ctr. Props., (S.D.N.Y. Aug. 19, 2002). That case determined the POR in a “due diligence and dispatch” policy held by the Silverstein Group, which had become the principal lease-holder in four of the buildings comprising the WTC complex just seven weeks before they were destroyed. Silverstein argued that the POR was based upon the actual period of time to rebuild as long as the rebuild was conducted with reasonable speed. Th s was rejected by the court, which held that the POR in that policy was limited to the theoretical time in which the actual building that was destroyed should have been rebuilt, even though present-day ordinances, building codes and public sentiment dictated that a different building would be built. www.claimscanada.ca
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The second case of note is Duane Reade, Inc. v. St. Paul Fire and Marine Ins. Co., (2d Cir. 2005). Duane Reade owned 200 drugstores in and around New York City, with its single most profitable store located in the main concourse of the WTC. After the destruction of the WTC, Duane Reade sought to recover business interruption losses under its “due diligence and dispatch” policy. Duane Reade claimed that the period of restoration was the actual time that would be “required to restore Duane Reade’s operations to the kind, quality, and level which existed at the WTC store prior to the terrorist attack,” which, in effect, was “the time necessary to rebuild the complex which will replace the [WTC].” St. Paul, on the other hand, argued that the period of restoration ended when Duane Reade could have restored operations at a location other than the WTC. The Court held that the termination of the POR in that policy was not dependent upon the time to rebuild the destroyed store at its former location. The coverage was not location specific. The period of restoration ended when Duane Reade could resume “functionally equivalent operations,” at another location. The potential inability of an insured business to resume business within Fort Mac’s city limits will cause insur36 Claims Canada
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Recognizing that an insured’s business income often does not return to pre-loss levels once the physical damage is remediated, many policies extend the indemnity period for a limited period of time. ers to argue that “due diligence and dispatch” wording carries a theoretical time frame as in Silverstein and to take a long look at the applicability of the Duane Reade analysis to their particular wording. Whether Duane Reade will apply is dependent upon whether the policy in issue provides coverage to the specific business unit in issue at the specific ort Mac location.
Extended Period of Indemnity Recognizing that an insured’s business income often does not return to pre-loss levels once the physical damage is remediated, many policies extend the indemnity period for a limited period of time. The interpretation of these provisions must be consistent with the intent of the policy which is to cover the continuing loss caused by the physical
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damage to the insured property—not the trials of the new marketplace.
Recovery in a Changed Economy Many businesses in the Fort Mac region may fi d that once their business is remediated to permit the restoration of their operations, the market for their goods or services has changed, as the customer base is diminished due to the wildfi e, or because of the ongoing decline in the oil and gas industry. In short, the business is not as profitable as it once was as the economic conditions external to the insured’s business have changed. Others may fi d that the wildfi e has created a market that didn’t exist prior to the fi e. Many BI policies contain “had no loss occurred” language: “…due consideration shall be given to the experience of the business before the period of restoration and the probable experience thereafter had no loss occurred.” Many variations on this language exist in the market. Examples are found in the American cases that fl wed from its experience with hurricanes. In Prudential LMI Commercial Insurance Co. v. Colleton Enterprises, Inc. 976 F.2d 727 (4th Cir. 1992), the insured’s motel was operating at a loss before it was damaged by Hurricane www.claimscanada.ca
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Hugo. The insured sought to recover almost $200,000 in lost profits, arguing that it would have earned these profits had it been open for business after the storm, as residents displaced by the storm required accommodation. The insurer denied the claim, arguing that the insured’s BI claim must be based on its historical profit projections, and that because the motel was operating at a loss pre-storm, it was not entitled to recover any business interruption losses. The court noted that the insured’s pre-storm losses did not conclusively establish that it would not have been profitable post-storm, but it concluded that the “had no loss occurred” policy language refl cted an intent to exclude from consideration post-loss economic conditions caused by the same event that caused the insured’s property damage. The court reasoned that consideration of post-loss economic conditions caused by Hurricane Hugo would defeat the purpose of business interruption coverage, which it characterized as putting the insured “in the earnings position it would have been in had the insured peril not occurred,” and would provide the insured with an unintended windfall. Th s decision has withstood the test of time and is a leading case on the interpretation of “had no loss occurred” language. Its application to various wordings is dependent upon the particular wording at hand and the use of words such as “loss” (usually the insured’s unique loss) and “occurrence” (which usually refers to the event causing loss). Differences in wording have permitted insureds to recover the profits that they would have earned had they been open and ready for business in the aftermath of a regional disaster. In reaction to these cases some insurers utilize wording along these lines …[the calculation of a BI claim…] shall not take into account “any Net Income that would likely have been earned as a result of an increase in the volume of business due to favorable business conditions caused by the impact of the Covered Cause of Loss on customers or on other businesses.” Such clauses have a fl pside: They prevent the insurer from arguing that the changed economy would be an ecowww.claimscanada.ca
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nomic boon for the insured, eradicating the loss. Consistent with this intent, most policies contain an exclusion for “delay, loss of use and loss of market”. The loss of market exclusion applies should there be evidence that the insured’s loss of business income is due to the fact that the pre-loss demand for the insured’s products or services no longer exists in the aftermath of the occurrence causing loss. •
Heather Sanderson, a member of the Alberta Bar, is a nationally recognized coverage lawyer and author who provides coverage litigation services, opinions and support to Canadian and American insurers for incidents occurring throughout Canada. She is a member and director of Canadian Defence Lawyers, active with the Defense Research Institute and a member of the invitation only Federation of Defense and Corporate Counsel.
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August/September 2016
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• on the scene OTS Cunningham Lindsey appointed Albert Poon as President of Cunningham Lindsey Canada. In this role, Albert will focus on improving client service delivery, strengthening the core loss adjusting services, and identifying opportunities for expansion of the related diversified services associated with FAS Global and inTrust. Harry Patel, Global Chief OpAlbert Poon erating Officer for Cunningham Lindsey, said “Albert is a strong, results-driven leader, and I am thrilled to welcome him into this position. I am confiden that under Albert’s leadership, we will continue to strengthen our Canadian operations by leveraging our global brand and developing new services for our local clients.” Albert is a 25-year veteran of the industry, having worked for two national loss adjusting fi ms, an insurer and as a corporate risk manager for a Canadian car rental company. He has been with Cunningham Lindsey for nine years leading their TPA Division, Business Development Team and most recently in the position of Chief Operating Office . ● ServiceMaster Restore was the major sponsor of the 2016 Baseball Canada Cup being held in Fort McMurray, Alberta from August 3rd through August 8th. This was the fi st major sporting event held in the city since the devastating wildfir and evacuation that took place in early May. Stephan Roy, National Director of ServiceMaster Restore commented, “We are excited to be a part of Baseball Canada Cup and to show our support to the residents and ongoing commitment to Fort McMurray. After contributing to help restore the city, it’s our hope that this event will play a role in the recovery process by bringing a sense of normalcy back to the community.” Over the six days, ten teams representing their home province from across the country visited Fort McMurray to participate in the event. The tournament helps Baseball Canada select players for their National Junior Team and allows scouts from colleges and Major League Baseball an opportunity to watch the top-tier Canadian talent. Also participating in the sponsorship are all the ServiceMaster Restore franchises that mobilized to help with the emergency response and restoration of Fort McMurray. ● ClaimsPro, an SCM Insurance Services company has appointed Jeff Sutton as its new Senior Vice President, Business Development. Jeff holds the position of Senior Vice President, Sales, with Opta Information Intelligence, a fellow SCM company. His extensive knowledge of SCM’s group of companies and breadth of services will smooth the transition as he moves into his new role and focuses on growing ClaimsPro’s business. He will be tasked with furthering business development, and introducing enhanced tools and processes to execute client satisfaction. “We are pleased to welcome Jeff to ClaimsPro,” said President Lorri Frederick. “He’s been an exemplary member of Opta, and we’re thrilled to bring his varied expertise and knowledge to our team.” He holds a BA from the University of Western Ontario and an MBA from Ryerson University. ● 38 Claims Canada
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Sedgwick and its subsidiary Vericlaim, a global provider of loss adjusting and claims management solutions, are pleased to announce a strategic addition to their growing team in the Canadian market: Rob Ginn has been appointed executive general adjuster and operations manager. As a licensed adjuster, his areas of special expertise include all lines of liability, as well as commercial and residential property. Rob now manages the day-to-day operations, overseeing and supporting existing adjusters and onboarding new adjusters as Vericlaim expands in the Canadian marketplace. Rob’s 20 years of professional experience include progressive responsibility at Granite Claims Solutions, from 1996 to 2014. Prior to joining Vericlaim, Rob served for two years as executive general adjuster for another major Canadian claims administrator. His commercial property expertise comprises church, amusement, pharmacy, municipal and general programs. Rob holds a Bachelor of Commerce degree from the University of Windsor, as well as the Chartered Insurance Professional Designation from the Insurance Institute of Canada. ● SCM Insurance Ser vices announced that Ross Betteridge has been promoted to the newly created position of Chief Operating Office . Ross, previously serving as the President of SCM subsidiary ClaimsPro, will assume his new role immediately. Reporting directly to SCM’s CEO Bob Fitzgerald, Ross will have accountability for overseeing Ross Betteridge the strategic direction of six of SCM’s seven subsidiary operations, including ClaimsPro, Pario, Xpera, RMS, SCM Health Solutions, and IPG. Ross brings tremendous industry experience and a proven track record to SCM. Before joining ClaimsPro in early 2015, he spent four years with Travelers Canada in a variety of senior roles including Chief Operating Officer and Executive Vice President, Corporate Strategy & Shared Services. Before that, he spent 10 years with Aviva Canada as a member of the Executive Committee. “Since joining ClaimsPro, Ross has proven to be an innovator and has played an integral role in shaping the company,” said Fitzgerald. “As our Chief Operating Office , he will focus on enhancing the coordination, continuous improvement, and execution of SCM’s services to our clients as we continue to adapt to meet their changing needs.” ●
Claims Canada Wants You! Claims Canada magazine wants you to send us your company news, appointments and event photos for possible inclusion within our ‘On the Scene’ department. Please help us share your items with the claims industry across the country. For more information, please email: emily@claimscanada.ca
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APPOINTMENT
Laurie Walker has been named senior vice president and director of operations at Sedgwick. Laurie now leads Sedgwick’s third-party administration (TPA) team in Canada for property, casualty and automobile claims for foreign and domestic programs. Her knowledge and prior experience, along with her reputation in customer service and expertise in quality delivery, will ensure seamless customer and program implementations. Laurie has worked in the insurance industry for nearly 30 years and since 2000 has been in the independent adjusting market managing large accident benefit losses. She has earned recognition as a TPA thought leader and established herself as an expert on benefit schemes as determined by the Ontario legislature, regularly presenting to Canadian defense counsel, the Insurance Institute of Canada, various provincial adjuster associations and insurers. She is a past president of the Ontario Insurance Adjusters Association and former editor-inchief of the association’s magazine, WP – Without Prejudice. Laurie holds a degree in Marketing & Business Administration from Fanshawe College, a certificate in rehabilitation benefits administration from Seneca College, a teaching certificate from the Insurance Institute of Ontario and the Chartered Insurance Professional (CIP) and Canadian Risk Management (CRM) professional designations. ● Angela Veri has been appointed senior vice president of business development for Sedgwick and its subsidiary Vericlaim. Her focus is on the implementation of new sales initiatives and growing new markets for Sedgwick and Vericlaim across all provinces of Canada. Angela’s responsibilities include optimizing operating performance, supporting high levels of customer satisfaction, and aligning sales strategies and solutions with customers’ key performance areas. She has more than 20 years of experience in the insurance industry, working in the casualty, disability, employer, Workplace Safety & Insurance Board (WSIB) and legal markets. She began her career as a vocational case manager and subsequently held learning development, senior sales and executive roles with major Canadian disability and claims organizations. Angela earned a bachelor’s degree from York University and a certificate in vocational rehabilitation counselling from Seneca College. She also participated in an executive sales leadership course at The Wharton School of the University of Pennsylvania and is fluent in Italian. ● After launching a global Employee Giving Program two months ago, Crawford & Company will present the Canadian Red Cross with more than $100,000 to help the citizens of Northern Alberta with essential needs. The program was initiated in May after the Fort McMurray wildfires forced the evacuation of nearly 90,000 residents of Wood Buffalo, Alberta, and destroyed about 2,400 homes and other buildings.“I am proud that Crawford employees globally, as well as our Board of Directors, showed such an outpouring of support by contributing to this community in its time of need,” said Harsha V. Agadi, president and CEO. “This is a testament that we truly live up to the name of our employee assistance program, Crawford Cares.” The Company matched 100 percent of employee donations through July 1. “Our Canadian operation has received tremendous support from our Crawford colleagues around the globe,” said Pat Van Bakel, CEO of Crawford & Company (Canada) Inc. “We are thankful and fortunate to be able to help this community, which is in the process of rebuilding after such devastation.” ● Origin and Cause celebrated its 25th anniversary on July 2. 25 years ago four founders—Mazen Habash, Richard Kooren, Dicky Walters and Ken Byers—got together to form a company that united the most experienced and sought after forensic experts in the country. They wanted to create an organization that excelled in technical expertise, but also one that was known for its long lasting and fruitful client relationships. The company thanked all its clients who helped it grow from four engineers in Ancaster Ontario to over 35 forensic experts, operating out of 11 offices across the country, making it the largest consulting forensic engineering and fire investigation fi m in Canada. “It has been a privilege to work with you over the last 25 years,” they said. “We are looking forward to another incredible 25 years of serving you and growing our businesses together.” ● www.claimscanada.ca
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Michael Furyk Claude Blouin and Jamie Dunn, Partners at Blouin, Dunn LLP, are extremely pleased to announce that former articling student Michael Furyk has been hired back as an associate at the fi m. Michael obtained his Honours Bachelor of Arts degree in Law & Society from York University in 2010, after which he received his Bachelor of Laws degree from the University of Sussex in Brighton, England in 2013. Before joining Blouin Dunn, Michael worked as a Case Manager & Litigation Support Specialist at a well-known personal injury fi m as well as an Accident Benefits Law Clerk at a mid-sized insurance defence fi m in downtown Toronto. Michael completed his articles with Blouin Dunn and was called to the Ontario Bar in 2016. He is an active member of the Law Society of Upper Canada, Canadian Bar Association, Ontario Bar Association and Toronto Lawyers Association. Michael has experience in various areas of civil litigation including, but not limited to, bodily injury, statutory accident benefits, motor vehicle accidents, property damage, occupier’s liability and priority and loss transfer claims. Outside of work, Michael enjoys sports, travel, mixed martial arts, fashion, music and exotic cuisine. Michael’s contact information is: mfuryk@blouindunn.com (416) 365-7888 ext. 142 Blouin Dunn is one of Ontario’s leading insurance defence firms whose members have been providing quality legal support to the insurance community for over 30 years. We offer services in Ontario to property and casualty insurers throughout North America, at all levels of experience, at appropriate and competitive rates.
www.blouindunn.com August/September 2016
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• on the scene OTS The 2016 Crawford Contractor Connection Conference & Expo took centre stage in Las Vegas this July. The 18th annual event attracted more than 3,500 contractors, insurance carrier representatives and service provider partners, resulting in record-setting attendance. Participating network contractors gained valuable insight into industry trends and a future outlook for contractor managed repair services. The theme of this year’s conference, “Find A Way,” drew the focus toward consistently delivering exceptional restoration quality and superb customer service. Merril Hoge, former Pittsburgh Steelers star and current ESPN NFL analyst, was the keynote speaker and discussed the challenges of making it to the NFL, achieving his goal of becoming the best, and using the motto “Find A Way” to help achieve success. Harsha V. Agadi, president and CEO of Crawford & Company, delivered the opening remarks to General Session attendees, and mentioned how Contractor Connection takes pride in its 20-year history and plans for continued growth in Canada, the United Kingdom, Australia and other countries across the globe. Additionally, client speakers, an industry panel of experts, and a technology panel highlighted the General Session presentations, looking back at recent successes and previewing what’s to come in the insurance restoration industry. Conference attendees took part in various educational breakout sessions and workshops offering insights on products, services, customer expectations, and the future of the industry. Meanwhile, the conference hosted one of the largest expos in the North American restoration industry, with approximately 200 exhibitors offering the latest products and services. The conference also featured the sixth annual General Session for Canadian participants. The next Crawford Contractor Connection Conference & Expo will be held June 6-8, 2017, at the St. Louis Convention Center in St. Louis, Missouri. ● ClaimsPro has appointed Sean Forgie as Senior VicePresident, Specialty Risk Division (SRD), the company’s specialized division that exclusively handles complex/commercial losses. Reporting to Lorri Frederick, Chief Operating Officer, Sean will oversee the country’s largest team of Executive General Adjusters and Senior General Adjusters, implementing ClaimsPro’s strategic growth plan, building a strong SRD training & mentorship program across the country. Sean joins ClaimsPro as a highly regarded professional with nearly 25 years of experience in the insurance industry having held positions including Executive General Adjuster, Vice President, Branch Manager, Senior Loss Adjuster, and Senior Claims Examiner. He has extensive expertise in the field of Commercial Lines Casualty Claims. Sean is a Certified Fire and Explosion Investigator (CFEI), a Chartered Insurance Professional (CIP), past chair of the CIP Sub-Committee and member of the Academic Council for the Insurance Institute of Canada. “We are delighted to add someone of Sean’s caliber to an already strong SRD leadership team,” said Lorri Frederick. “This further strengthens our position as the national leader in commercial loss adjusting services.” He will be based in the ClaimsPro Mississauga branch. ● 40 Claims Canada
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CIAA New Members — April 2016 CORPORATE MEMBERSHIP New Age Adjusters Ltd. Pearce Insurance Adjusters Inc. Prairie Adjusters Ltd. Resolution Claims Services Inc.
Yorkton, SK Millbrook, ON Warman, SK Hamilton, ON
INDIVIDUAL MEMBERSHIP Cunningham Lindsey Canada Patricia Keith Regina Beach, SK Level 1 Kernaghan Adjusters Limited Cindy Fowler Cranbrook, BC Level 3 Martin Moran Surrey, BC Level 1 Dennis Schembri, CIP, CFEI Toronto, ON Level 3 New Age Adjusters Ltd. Kyle T. Fisher Dennis Bymak, CIP
Yorkton, SK Level 1 Yorkton, SK Level 3
Pearce Insurance Adjusters Inc. Millbrook, ON Level 3 Tony Pearce, BA, CIP Prairie Adjusters Ltd. Keith Edwards Warman, SK Level 3 Resolution Claims Services Inc. Hamilton, ON Level 3 Brian Greaves
CIAA New Members — May 2016 CORPORATE MEMBERSHIP Leslie McDougall Adjusting Services INDIVIDUAL MEMBERSHIP AMG Claims Inc. Michael Bennett, FCIP
Edmonton, AB
Halifax, NS
Level 2
Crawford & Company (Canada) Inc. Guy Frenette, CIP Maurice J. LeBlanc Wanda Boutilier, CAIB, CIP Deana Power, CAIB
Bathurst, NB Moncton, NB Dartmouth, NS Dartmouth, NS
Level 3 Level 2 Level 1 Level 2
Cunningham Lindsey Canada Devon Hunchak, B. Comm. Saskatoon, SK
Level 1
Integrated Insurance Resources Jacqueline Caceres, BA, CIP Mississauga, ON
Level 2
Kernaghan Adjusters Limited Cranbrook, BC Mark Graw, AIIC
Level 3
Leslie McDougall Adjusting Services Edmonton, AB Leslie McDougall, CIP
Level 3
www.claimscanada.ca
2016-08-25 10:21 PM
APPOINTMENT
ClaimsPro appointed Lorri Frederick as its new President, succeeding Ross Betteridge. Lorri joined the company in 2013 and previously held the title of Executive Vice President and Chief Operating Officer. Before joining ClaimsPro, she spent 19 years with an international independent adjusting firm as Senior Vice President and Executive Director in Canada. Lorri started her insurance career as a loss adjuster and worked for two large national insurers. As President, she will be responsible for the strategic direction of all aspects of ClaimsPro. “ClaimsPro is an innovator in claims services in Canada, and I’m thrilled to have this opportunity,” she said. “ClaimsPro has proven to be a thought leader in the insurance marketplace, and I look forward to playing my part as the company continues to adapt and evolve to the needs of the Canadian insurance sector.” “Lorri has been an exemplary member of the ClaimsPro team,” stated Ross Betteridge. “ClaimsPro places an emphasis on its people, and we believe Lorri will provide excellent leadership as we continue to meet the ever-changing needs of Canadian insurers.” ● In a move that reflects the growth in demand for global forensic analysis, Cunningham Lindsey has expanded FAS Global, an independent division providing financial forensics and investigation services for a diverse range of industries, across a global footprint of offices located in the United States, Canada, United Kingdom, Singapore, Australia and New Zealand. Specializing in the quantification of business interruption and financial losses incident to insurance claims, FAS Global will work closely with Cunningham Lindsey’s Major and Complex Loss (MCL) team in order to offer a worldwide, seamless service that delivers better outcomes for insurers and policy holders, particularly in the areas of catastrophe and major loss quantification. FAS Global experts also work with the legal profession to assist in a wide range of contentious matters and disputes, and provide expert witness testimony. Michael Alwyn, Vice President of Canada’s Major and Complex Loss division, said, “With the introduction of FAS in the Canadian marketplace, we have greater ability to service the needs of our client by offering all-inclusive services. Our staff of CAs and CPAs have both the knowledge and experience to cater to the insurance industry’s needs for adjusting/accounting services or stand-alone accounting services. With our growing global network of well-established accountants within the insurance industry, we can assist our clients anywhere in Canada and around the world.” Canada’s FAS Global team is led by Melissa Joynt, CPA, CA, CFF. FAS Global’s clients include insurers, lawyers and public entities; the range of services offered includes analysis of financial aspects of insurance claims (business interruption, stock losses, product recall, and accident benefits), personal injury litigation matters, expert witness work; business valuations; dispute resolution and fraud investigation. ● MGB Claims Consultants Inc. has acquired ProFormance Group Insurance Solutions Inc. as part of an overall strategy for expansion to better service our clients and strengthen its presence in both the Lloyd’s of London and Canadian Marketplace. Founded in 2008 ProFormance Group provides third party administration and adjusting services to the Insurance Industry. Known for their strong brand reputation, quality policies, and presence in the London Market, ProFormance’s values and mission align with MGB’s existing culture and growth plan. MGB is excited to bring ProFormance into the fold to strengthen and expand their existing TPA Division. Founded in 2010, MGB was formed on the belief that a specialized adjusting firm is a unique and desirable option for the Commercial, Industrial and Specialty Risk Insurance Market. As a boutique Firm, MGB is committed to being responsive, effective and providing a quality product. MGB has built a strong team of specialized adjusters of which International Insurer’s have come to rely upon. By strengthening its footprint and expanding our TPA capabilities, MGB will continue to be a provider of choice for the Property and Casualty Market. ● www.claimscanada.ca
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Rory J. R. Love Claude Blouin and Jamie Dunn, Partners at Blouin, Dunn LLP, are extremely pleased to announce that former articling student Rory J. R. Love has been hired back as an associate at the fi m. Rory received his Bachelor of Law degree from Glasgow Caledonian University in 2010, after which he attended the University of Strathclyde, where he obtained his Diploma in Professional Legal Practice in 2011. He obtained his Certifi ation of Qualifi ation from the National Committee on Accreditation in 2014. Rory articled with Blouin, Dunn LLP and was hired back as an associate after being called to the Ontario Bar in 2016. Prior to articling, Rory worked as a Liability Claims Adjuster with a major Canadian insurance company. Rory’s practice focuses on insurance defence litigation and he has had extensive exposure to various aspects of defence work, including personal injury, motor vehicle liability, statutory accident benefits and property damage disputes. Rory is a member in good standing of the Law Society of Upper Canada and the Toronto Lawyer’s Association. Outside of work, Rory enjoys spending time with his family and friends, travelling, trying new food and cheering on Glasgow Rangers FC. Rory’s contact information is: rlove@blouindunn.com
(416) 365-7888 ext. 170
Blouin Dunn is one of Ontario’s leading insurance defence firms whose members have been providing quality legal support to the insurance community for over 30 years. We offer services in Ontario to property and casualty insurers throughout North America, at all levels of experience, at appropriate and competitive rates.
www.blouindunn.com August/September 2016
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• on the scene OTS CIAA New Members ClaimsPro Brady Boros Carolyn Tweedie Drew Bailey Geoff Edgar-Stubgen Kathryn Boyle Lee-Ann Vansteenkiste Michael Wasiukow Michelle Elliott Nancy Koloff Paul Feron Rachel Baresich Robert Francis Sara Marziali Shannon Crichton Wendy Clarke Amy Hakl Cheryl Sobanski Deborah Casey Gary Purser Amanda Massie Amanda Stevenson Amesha Lawrence Balvinder Cheema Benedict Camenzuli Beth-Ann Spence Brian Foot Brian Trinh Carmen Rodrigues Cathy McDonough Clarita Guiyab Crystal Partington Deborah Bertoncini Denise O’Brien Diana Lopez Leon Diana-Carmen Maruzsan Didem Altinkaya Douglas Mockford Effie Sekyi-Otu George Szypka Greg Davis Greg Wial Ian Leoneanu Jill Anton Jinelle Besson John Venditti Jon Mali Julia Kremleva Karen Spencer Kenneth Veridiano Laurie Errasquin Linda J. Heggarty Linda Kroeker Lisa Hastings Lorraine Rochard Lorraine St-Onge Luis Costa
London, ON London, ON London. ON London, ON London, ON London, ON London, ON London, ON London, ON London, ON London, ON London, ON London, ON London, ON London, ON London, ON London, ON London, ON London - NAU, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON
Level 2 Level 1 Level 2 Level 2 Level 2 Level 2 Level 2 Level 2 Level 2 Level 2 Level 1 Level 2 Level 2 Level 2 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 1 Level 2 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 2 Level 2 Level 1 Level 1 Level 2 Level 1 Level 1 Level 2 Level 1 Level 1 Level 2 Level 1 Level 2 Level 2 Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 1 Level 1 Level 2 Level 1
Maria Oddi Mariciel Escuadro Matthew Thomson Maxine Payne-Johnson Melanie Zans Natasha Noseworthy Nick Grosdanis Nina Takeda Patience Ahyia Pauline Smith Peace Nakayima Peter Khan Philip Syron Randie Einarson Raquel Edwards Robert Ershler Rose Martyn Sadia Rehman Serena Landell Stephanie Gerschkow Stuart Johnston Susan Jewett Susan Schiafone Susan Vale Svetlana Stamatovska Tanya George Teri Diminutto Ulises Marin Victor Sengdy Waheedah Haniff Wendy Chiu Wendy Ferreira Wendy Lebskin Whitney Noble Yves Eleosida Cathie Darling Crystal-Anne Booth Dwayne Lawrence Maria Pukas Marina Gandoza Michael Ross Neel Patel Oleg Zanerips Rita Stanislaus Rula Alonzo Shawna Diedrick Tim Barradas Agata Sobieraj Angela Kralt George Malitsin Jason Persad Kristen Williams Lori Grech Meena Garrett Nahid Khan Ray Bird Sean Smaddar
Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON Markham, ON National Claims Unit,ON National Claims Unit,ON National Claims Unit,ON National Claims Unit,ON National Claims Unit,ON National Claims Unit,ON National Claims Unit,ON National Claims Unit,ON National Claims Unit,ON National Claims Unit,ON
Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 2 Level 1 Level 1 Level 2 Level 2 Level 1 Level 1 Level 1 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1
Continued on page 44. 42 Claims Canada
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2016-08-25 10:24 PM
The ARC Group Canada held its 2016 Annual Seminar and Cocktail Reception at the St. Andrews Club and Conference Centre in downtown Toronto on June 2. This year’s seminar saw experts offer their views and insight as part of the panel, Unintended Consequences – Who is at Risk in a World Where Technology is Ahead of Regulation? Keynote speaker was Kathleen Browne, senior vice president, Claims Counsel at Swiss Re where she also serves as Corporate Solutions informal futurist. Panelists included Michael Teitelbaum, Partner, Hughes Amys; David Nelis, National CoE Leader – Casualty, Aon Risk Services; and Cynthia Aoki, Associate Lawyer, McLennan Ross LLP. ●
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• on the scene OTS CIAA New Members ClaimsPro Shamna Syed Shanti Kumar Dusan Komljenovic Ryan Withyman Andrea Rowe Anne Benton Anne Kerr Annette Effs-Morris Arthur Gilbert Asad Ullah Bibi Rahaman Brian McCulloch Charles Wai Christine Duplessis Cuong Chau Daria Majewska David Raney Deborah Meyer Grant Seppanen Henry Scullion Hoa Vu Jan Rutherford Janak Dass Jeff Shurtleff Jeffery Linton John Berg Jonathan Woodrow Joshua Prince Julia Gallo Karen Davison Lilya Kogut Margarita Vorobeva Maria Grellette Marianna Scarpelli Mark Anderson Michael Chamanlall Rosa Assenza Ryan Bertrand Sergei Lutzak Steve Low Sunil Manocha Susan Lebskin Susannah Fraser Victor Lam Virginia Ho Ben Wong Jeremy Velasco Beverly Smith Dhaval Ghedia Fred Duz Gabriela Hrdlicka Garrett Spina Greg Roach Jaspal Marwaha Jimmy Ta Kyle Cordingley
National Claims Unit,ON National Claims Unit,ON National Claims Unit,ON National Claims Unit,ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Markham (Metro Toronto), ON Mississauga, ON Mississauga, ON Mississauga, ON Mississauga, ON Mississauga, ON Mississauga, ON Mississauga, ON Mississauga, ON Mississauga, ON
Level 2 Level 1 Level 1 Level 1 Level 1 Level 2 Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 2 Level 2 Level 2 Level 1 Level 2 Level 2 Level 1 Level 2 Level 1 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 1 Level 1 Level 1 Level 2 Level 1 Level 2 Level 1 Level 1 Level 2 Level 1 Level 1 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 1 Level 2 Level 2 Level 1 Level 2 Level 2 Level 1
Lydia Thomas Mississauga, ON Michael Korec Mississauga, ON Michael Ta Mississauga, ON Nicole Myronyk Mississauga, ON Peter Le Mississauga, ON Philip Russell Mississauga, ON Ravi Balkaran Mississauga, ON Sandra Cramb Mississauga, ON Shayne Collier Mississauga, ON Tara Drabik Mississauga, ON Alicia Salim Mississauga, ON Jeff Hughes Mississauga, ON John Saragosa Mississauga, ON Joshua Leung Mississauga, ON Lisa O’Neil Mississauga, ON Mark Hamilton Mississauga, ON Samantha Young Mississauga, ON Debra Brassington Mississauga - Call Centre, ON Mississauga - ECS, ON Babacar Diallo Christine Le Mississauga - ECS, ON Daniella Hamilton Mississauga - ECS, ON David Gallo Mississauga - ECS, ON David Horowitz Mississauga - ECS, ON Gaetanne Charette-Martin Mississauga - ECS, ON Jackie Underwood Mississauga - ECS, ON Jordan Williams Mississauga - ECS, ON Karol Safaryn Mississauga - ECS, ON Kenan Etale Mississauga - ECS, ON Marc Dupont Mississauga - ECS, ON Mark Felizarte Mississauga - ECS, ON Mathuran Sivanesan Mississauga - ECS, ON Quennie Vuong Mississauga - ECS, ON Richard Pullicino Mississauga - ECS, ON Sofia Mercado Mississauga - ECS, ON Sonu Chhibber Mississauga - ECS, ON Taylor St. John Mississauga - ECS, ON Thierry Kaseba Mississauga - ECS, ON Vignesh Tharumalingam Mississauga - ECS, ON Juliet Gagnon-Leaker Mississauga - QA, ON Arthur Goguen Mississauga BBCG, ON Edouard Chasse Mississauga BBCG, ON Jeffrey Traves Mississauga BBCG, ON Luc Bertrand Mississauga BBCG, ON Trevor Grzybowski Mississauga BBCG, ON William Baker Mississauga BBCG, ON Chris Cantrell Mississauga West, ON David Simpson Mississauga West, ON Gary Sherren Mississauga West, ON Gerry Downes Mississauga West, ON Glenn Cheeseman Mississauga West, ON Jonathan Brewer Mississauga West, ON Kelly Tuplin Mississauga West, ON TJ Stone Mississauga West, ON Catherine Blandford Newmarket, ON Janet Perkins Newmarket, ON Leslie Onucki Newmarket, ON Stephanie Tanguay Newmarket, ON
Level 2 Level 2 Level 1 Level 2 Level 1 Level 2 Level 1 Level 2 Level 1 Level 2 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 1 Level 1 Level 1 Level 2 Level 2 Level 1 Level 1 Level 2 Level 2 Level 2 Level 2 Level 2 Level 2 Level 2 Level 1
To be continued in the October November 2016 issue of Claims Canada. 44 Claims Canada
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www.claimscanada.ca
2016-08-25 10:24 PM
Canadian Insurance Claims Managers’ Association / Canadian Independent Adjusters’ Association United & Committed Leadership through - Education • Professionalism • Communication
CICMA/CIAA Ontario Chapters’ 50th Annual Joint Conference
Leadership: Past, Present and Future SAVE THE DATE:
New date and time! Monday, January 30, 2017 Metro Toronto Convention Centre, Toronto, Ontario Registration 9:30 a.m. Seminar 10:00 a.m. Reception and Lunch 1:00 p.m.
“Hear dynamic industry leaders discuss managing four generations in the current workforce and our keynote’s perspective on critical competencies for leadership in the future”
1967 – 2017
CICMA
www.cicma.ca www.ciaa-adjusters.ca CIAA ad 2016 final.indd 1
2016-07-15 11:39 AM
APPOINTMENT
Angela Veri Sedgwick and its subsidiary Vericlaim, a global provider of loss adjusting and claims management solutions, are pleased to announce a strategic addition to their growing team in the Canadian market: Angela Veri has been appointed senior vice president of business development.
• on the scene OTS Music Heals 5, an evening in support of muscular dystrophy research, was held June 15 at the Hard Rock Café in Toronto. The 5th annual fundraiser in support of Kadey Schultz and her family (among others) saw hundreds of insurance industry supporters attend and enjoy the live music performed by The St. Royals. Kadey’s son, Emery, now nine, was diagnosed with Duchenne Muscular Dystrophy (DMD) in 2012. DMD is the most common fatal genetic disorder diagnosed in childhood. Funds raised from Music Heals benefit The Biggar Endowment for Muscular Dystrophy at the Holland Bloorview Kids Rehab Hospital in Toronto. This year’s event raised more than $62,000. Through the Music Heals events and everyone’s efforts, the Biggar Endowment has received over $300,000. l
Angela now leads Vericlaim and Sedgwick’s Canadian sales and marketing division, managing strategic sales and customer relationships for all lines of business. Her focus is on implementing new sales initiatives and growing new markets for the companies across all provinces of Canada. Angela’s responsibilities include aligning sales strategies and solutions with customers’ key performance areas to support strong results and customer satisfaction. Angela has more than 20 years of experience in the insurance industry, and has built a strong reputation for exemplary client service. She earned her bachelor’s degree from York University. Vericlaim Canada provides high-quality services designed to meet the specific needs of the Canadian marketplace offering property, liability, auto and specialty claims and adjusting services. Vericlaim is committed to helping customers – insurance companies, corporations, public entities and brokers – manage and control their risk needs around the world. Vericlaim has global reach and maintains a distinct local market presence in Canada and more than 400 other locations throughout the world. Learn more: www.sedgwickcms.ca | www.vericlaim.ca | 888.601.6228
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www.claimscanada.ca
2016-08-25 10:31 PM
APPOINTMENT
Hub International’s Eileen Greene challenged the insurance industry, companies, vendors, brokers and suppliers to step up to the plate to support the fundraising concert #BackFortMac, held June 27 at Toronto’s Roy Thomson Hall. A stellar lineup of Canadian performers included Jim Cuddy of Blue Rodeo, Measha Brueggergosman, Alan Frew of Glass Tiger, Liona Boyd, John McDermott, Jackie Richardson and daughter Kim Richardson, Matt Dusk, Sophie Millman, The Lovelocks, The Devin Cuddy Band, Slaight Music, Kayla Diamond and 7Sould. The concert was hosted by Dragons’ Den Star Arlene Dickinson, Colin Mochrie and Deb McGrath, and Steve Anthony, with special appearances by Ronnie Hawkins, Spider Jones, Darryl Sittler and others. Ninety per cent of the funds raised by #BackFortMac was donated to the Canadian Red Cross Alberta Fires Appeal. l
Laurie Walker Sedgwick, a leading global provider of technology-enabled risk and benefits solutions, is pleased to announce a strategic addition to its growing team in the Canadian market: Laurie Walker, CIP, CRM has been named senior vice president and director of operations. Laurie leads Sedgwick’s third-party administration team in Canada for property, casualty and automobile claims for foreign and domestic programs. Her primary focus is strengthening and expanding existing service lines for insurer-based businesses, brokerdriven client programs and a broad range of other programs across all Canadian provinces. She is also working to introduce a disability division to ensure customers’ insurance needs are managed with the highest level of care. Laurie has worked in the insurance industry for nearly 30 years and has earned recognition as a TPA thought leader and expert. She holds a degree in Marketing & Business Administration from Fanshawe College. At Sedgwick, caring countsSM; the company takes care of people and organizations by delivering cost-effective claims, productivity, managed care, risk consulting and other services through the dedication and expertise of 14,000 colleagues in some 275 offices located in the U.S., Canada, U.K. and Ireland. Learn more: www.sedgwickcms.ca | www.vericlaim.ca | 888.601.6228
www.claimscanada.ca
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• on the scene OTS Sedgwick Claims Management Services and its subsidiary Vericlaim held an open house reception in Mississauga on July 25 to celebrate the opening of its new corporate head office in Canada, the launch of Vericlaim Canada and expanded services of Sedgwick. Industry guests enjoyed fine food, beverages and were greeted by Sedgwick and Vericlaim executives from the U.S. and Canada including Canadian president Mike Holden and the Canadian leadership team of Terry Deamer, Laurie Walker and Angela Veri. �
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2016-08-25 10:35 PM
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CIAA REGIONAL PRESIDENTS 2015 – 2016 NEWFOUNDLAND & LABRADOR TBA
NOVA SCOTIA Michael Connolly, BA, CFEI, CIP ClaimsPro 238 Brownlow Avenue, Suite 300 Dartmouth, NS B3B 1Y2 Phone: (877) 514-6269 Fax: (902) 425-9918 E-mail: michael.connolly@scm.ca
NEW BRUNSWICK & PRINCE EDWARD ISLAND Greg Potten, BPE, CIP, CFEI AMG Claims Inc. 212 Queen Street, Unit 308 Fredericton, NB E3B 1A8 Phone: (506) 458-9000 Fax: (506) 458-9595 E-mail: greg.potten@amgclaims.ca
QUEBEC/AESIQ Denis Duchesne Cunningham Lindsey Canada Claims Services Ltd. 1250 rue Guy, bureau 1000 Montreal, QC H3H 2T4 Phone: (514) 938-5400 Fax: (514) 938-5445 E-mail: dduchesne@cl-na.com
ONTARIO Maria Joshua, FCIP Sedgwick CMS Canada Inc. 21 Four Seasons Place, Suite 100 Toronto, ON M9B 6J8 Phone: (416) 695-5100 Fax: (416) 695-5120 E-mail: maria.joshua@sedgwickcms.ca
MANITOBA Craig Shanks, BA, CIP Wheat City Claims Services Ltd. 64 Regent Cres. Brandon, MB R7B 2W9 Phone: (204) 725-7436 Fax: (204) 725-7437 E-mail: craig.shanks@mymts.net
SASKATCHEWAN Justin Braaten, FCIP, CRM, XAT Capital Claims Adjusters Limited 3500 – 13th Avenue Regina, SK S4T 1P9 Phone: 1 866 550-0516 Fax: 1 866 725-4794 E-mail: justin@capitalclaims.ca
WESTERN M. Doreen Lennon, CIP T&L Adjusters Ltd. #309, 5227 55 Avenue NW Edmonton, AB T6B 3V1 Phone: (780) 463-7776 Fax: (780) 462-1280 E-mail: dlennon@tladjusters.com
PACIFIC Stacy Phillips, B.Comm., CRM, FCIP ClaimsPro 600, 1111 Melville Street Vancouver, BC V6E 3V6 Phone: (888) 681-6331 Fax: (604) 681-6388 E-mail: stacy.phillips@scm.ca
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National Standing Committees 2015-2016 ADVISORY Heather Matthews, CIP, CRM Crawford & Company (Canada) Inc. 539 Riverbend Dr. Kitchener, ON N2K 3S3 Phone: (519) 578-5540 Fax: (519) 578-2868 E-mail: Heather.Matthews@crawco.ca Gary Ellis, BBA, FCIP, RF, FCLA, FCIAA, FIFAA AMG Claims Inc. P.O. Box 20102 Sherwood Charlottetown, PE C1A 9E3 Phone: (902) 628-9091 Fax: (902) 628-9093 E-mail: gary.ellis@amgclaims.ca Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Phone: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com Paul Féron, FCIP, CRM ClaimsPro 210 – 746 Baseline Rd. East London, ON N6C 5Z2 Phone: (519) 645-6500 Fax: (519) 645-2250 E-mail: paul.feron@scm.ca Lorri Frederick ClaimsPro 120 Adelaide St. W., Suite 2401 Toronto, ON M5H 1T1 Phone: (905) 308-6292 Fax: (416) 360-7335 E-mail: lorri.frederick@scm.ca James B. Eso, CIP, CIOP Crawford & Company (Canada) Inc. 539 Riverbend Drive Kitchener, ON N2K 3S3 Phone: (519) 578-5540 Fax: (519) 578-2868 E-mail: Jim.Eso@crawco.ca E. Grant King, BA, B.Ed., CIP Crawford & Company (Canada) Inc. 120 – 237 Brownlow Avenue Dartmouth, NS B3B 2C7 Phone: (902) 468-7787 Fax: (902) 468-5822 E-mail: Grant.King@crawco.ca John Jones, BA Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Phone: (905) 896-8181 Fax: (905) 896-3485 E-mail: jjones@cl-na.com Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Phone: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com Marie C. Gallagher, FCIP, CRM Kernaghan Adjusters Limited 602 – 1 St. Paul Street St. Catharines, ON L2R 7L3 Phone: (289) 786-1074 Fax: (289) 723-1979 E-mail: mgallagher@kernaghan.com Craig J. Walker, CIP, FCIAA, FIFAA Maltman Group International 3550 Victoria Park Ave., Suite 301 Toronto, ON M2H 2N5 Phone: (416) 492-4411 Fax: (416) 492-5657 E-mail: cwalker@maltmans.com CIAA NATIONAL INSURANCE INDUSTRY ADVISORY BOARD Patti M. Kernaghan, FCIP, CRM Kernaghan Adjusters Limited 300 - 1445 West Georgia Street Vancouver, BC V6G 2T3 Phone: 1-800-387-5677 Fax: 1-800-387-5644 E-mail: pkernaghan@kernaghan.com Fred R. Plant, AIIC ClaimsPro 85 Englehart Street Dieppe, NB E1A 8K2 Phone: (506) 853-8507 Fax: (506) 853-8501 E-mail: fred.plant@scm.ca
August/September 2016
Heather Matthews, CIP, CRM Crawford & Company (Canada) Inc. 539 Riverbend Dr. Kitchener, ON N2K 3S3 Phone: (519) 578-5540 Fax: (519) 578-2868 E-mail: Heather.Matthews@crawco.ca Monica Kuzyk, FCIP, CRM Curo Claims Services 125 Northfield D . W., P.O. Box 218 Waterloo, ON N2J 3Z9 Phone: (866) 952-2876 Fax: (519) 888-9704 E-mail: mkuzyk@curocanada.com Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Ph: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com Patricia M. Battle Canadian Independent Adjusters’ Association/L’Association Canadienne des Experts Indépendants Centennial Centre, 5401 Eglinton Ave. West, Suite 100 Etobicoke, ON M9C 5K6 Phone: (416) 621-6222 Toll Free: 1-877-255-5589 Fax: (416) 621-7776 E-mail: pbattle@ciaa-adjusters.ca
Mark Weir CIAA NIIAB c/o CIAA 5401 Eglinton Ave. W., Suite 100 Etobicoke, ON M9C 5K6 Ph: (416) 621-6222 Fax: (416) 621-7776 E-mail: 4markweir@gmail.com CAREER RECRUITMENT PLANNING Richard Swierczynski, BA, CIP AZ Claims Services Inc. 1500 Upper Middle Rd., Unit #3, P.O. Box 76041 Oakville, ON L6M 3G3 Phone: (905) 825-0027 Fax: (905) 825-5543 E-mail: richard@azclaims.ca COMMUNICATIONS Richard Swierczynski, BA, CIP AZ Claims Services Inc. 1500 Upper Middle Rd., Unit #3, P.O. Box 76041 Oakville, ON L6M 3G3 Phone: (905) 825-0027 Fax: (905) 825-5543 E-mail: richard@azclaims.ca
FINANCE John D. Seyler, CIP Integrated Insurance Resources 5080 Timberlea Blvd., Suite 214 Mississauga, ON L4W 4M2 Ph: (905) 238-4985 Fax: (905) 238-2735 E-mail: jseyler@integrated-ins.ca Fred R. Plant, AIIC ClaimsPro 85 Englehart Street Dieppe, NB E1A 8K2 Ph: (506) 853-8507 Fax: (506) 853-8501 E-mail: fred.plant@scm.ca Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Phone: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com
IBC: LIAISON, LEGISLATIVE & FORMS Paul Hancock, B.Sc., CIP Crawford & Company (Canada) Inc. John D. Seyler, CIP 300 – 123 Front Street West Integrated Insurance Resources Toronto, ON M5J 2M2 5080 Timberlea Blvd., Suite 214 Phone: (416) 867-1188 Mississauga, ON L4W 4M2 Fax: (416) 867-1925 Ph: (905) 238-4985 Fax: (905) 238-2735 E-mail: Paul.Hancock@crawco.ca E-mail: jseyler@integrated-ins.ca LICENSING Fred R. Plant, AIIC J. Miles O. Barber, B.Comm. (Hons.), ClaimsPro FCIP, CRM 85 Englehart Street Marie C. Gallagher, FCIP, CRM Network Adjusters Ltd. Dieppe, NB E1A 8K2 Kernaghan Adjusters Limited 67 Folkestone Blvd. Phone: (506) 853-8507 602 – 1 St. Paul Street Winnipeg, MB R3P 0B4 Fax: (506) 853-8501 St. Catharines, ON L2R 7L3 Phone: (204) 897-5793 E-mail: fred.plant@scm.ca Phone: (289) 786-1074 Fax: (204) 897-5797 Fax: (289) 723-1979 E-mail: mbarber@mts.net CONSTITUTION & RULES E-mail: mgallagher@kernaghan.com Paul Féron, FCIP, CRM MEMBERSHIP & QUALIFICATIONS ClaimsPro Craig J. Walker, CIP, FCIAA, FIFAA Marie C. Gallagher, FCIP, CRM 210 – 746 Baseline Rd. East Maltman Group International Kernaghan Adjusters Limited London, ON N6C 5Z2 3550 Victoria Park Ave., Suite 301 602 – 1 St. Paul Street Phone: (519) 645-6500 Toronto, ON M2H 2N5 St. Catharines, ON L2R 7L3 Fax: (519) 645-2250 Phone: (416) 492-4411 Phone: (289) 786-1074 E-mail: paul.feron@scm.ca Fax: (416) 492-5657 Fax: (289) 723-1979 E-mail: cwalker@maltmans.com CONVENTION E-mail: mgallagher@kernaghan.com E. Grant King, BA, B.ED, CIP Sasha Alexander NOMINATING Crawford & Company (Canada) Inc. University of Guelph Albert Poon, CIP 120 – 237 Brownlow Ave. Alexander Hall Cunningham Lindsey Canada Dartmouth, NS B3B 2C7 50 Stone Road East Claims Services Ltd. Ph: (902) 468-7787 Fax: (902) 468-5822 Guelph, ON N1G 2W2 1102 – 50 Burnhamthorpe Rd. W. Ph: (519) 824-4120 Fax: (519) 824-0364 E-mail: Grant.King@crawco.ca Mississauga, ON L5B 3C2 E-mail: sasha@uoguelph.ca DESIGNATION Phone: (905) 896-8181 Ian Frost, FCIP Paul W. Greening, CLA, FCIAA Fax: (905) 896-3485 Wawanesa Mutual Insurance Greening Aviation Claims Inc. E-mail: apoon@cl-na.com Company 26C Palliser Park, Box 190 Riverhurst, Fred R. Plant, AIIC SK S0H 3P0 191 Broadway ClaimsPro Phone: (306) 353-2000 Winnipeg, MB R3C 3P1 85 Englehart Street Fax: (306) 353-2200 Phone: (204) 985-3886 Dieppe, NB E1A 8K2 E-mail: pgreening@sasktel.net Fax: (204) 942-7724 Ph: (506) 853-8507 Fax: (506) 853-8501 E-mail: ifrost@wawanesa.com Robert V. Pearson, CLA, FCIAA E-mail: fred.plant@scm.ca CIAA Honorary Life Member Tim Guernsey Lorri Frederick – ClaimsPro c/o CIAA National Offic RSA Canada 120 Adelaide St. W., Suite 2401 5401 Eglinton Ave. W., Suite 100 18 York Street, Suite 800 Toronto, ON M5H 1T1 Etobicoke, ON M9C 5K6 Toronto, ON M5J 2T8 Ph: (905) 308-6292 Fax: (416) 360-7335 Phone: (416) 621-6222 Phone: (416) 366-7511 E-mail: lorri.frederick@scm.ca Fax: (416) 621-7776 Fax: (416) 367-9869 James B. Eso, CIP, CIOP E-mail: info@ciaa-adjusters.ca E-mail: tim.guernsey@rsagroup.ca Crawford & Company (Canada) Inc. EDITORIAL Peter Hohman 539 Riverbend Drive Mary Charman, CIP Insurance Institute of Canada Kitchener, ON N2K 3S3 Crawford & Company (Canada) Inc. 18 King Street East, 6th Floor Phone: (519) 578-5540 1 – 120 Mulock Dr. Toronto, ON M5C 1C4 Fax: (519) 578-2868 Newmarket, ON L3Y 7C5 Phone: (416) 362-8586 E-mail: Jim.Eso@crawco.ca Phone: (905) 898-0008 Fax: (416) 362-1126 Craig J. Walker, CIP, FCIAA, FIFAA E-mail: phohman@insuranceinstitute.ca Fax: (905) 898-1705 E-mail: Mary.Charman@crawco.ca Maltman Group International Glen Hopkinson John M. Sharoun, FCIP, FCIAA, CRM 3550 Victoria Park Ave., Suite 301 XL Insurance Company SE Crawford & Company (Canada) Inc. Toronto, ON M2H 2N5 100 Yonge Street, Suite 1200 Ph: (416) 492-4411 Fax: (416) 492-5657 300 – 123 Front Street West Toronto, ON M5C 2W1 E-mail: cwalker@maltmans.com Toronto, ON M5J 2M2 Phone: (647) 277-8650 E-mail: glen.hopkinson@xlcatlin.com Dan Langer CICMA Ontario Chapter President c/o CIAA 5401 Eglinton Ave. W., Suite 100 Etobicoke, ON M9C 5K6 Phone : (416) 621-6222 Fax : (416) 621-7776 E-mail: danlanger@sympatico.ca Justin MacGregor Highgate Insurance Brokers Inc. 151 Rose Glen Rd. Port Hope, ON L1A 3V6 Phone: (905) 885-1551 E-mail: justinmacgregor@highgateinsurance.com Alex Walker, CIP Aviva Canada 2206 Eglinton Ave. E. Toronto, ON M1L 4S8 Phone: (866) 692-8482 E-mail: alex_walker@avivacanada.com
Phone: (416) 867-1188 Fax: (416) 867-1925 E-mail: John.Sharoun@crawco.ca EDUCATION Gary Ellis, BBA, FCIP, RF, FCLA, FCIAA, FIFAA AMG Claims Inc. P.O. Box 20102 Sherwood Charlottetown, PE C1A 9E3 Phone: (902) 628-9091 Fax: (902) 628-9093 E-mail: gary.ellis@amgclaims.ca
EMERGENCY MEASURES Richard Van Horne Action Investigations Inc. 2 Catelina Court Dartmouth, NS B2X 3G9 Phone: (902) 462-1222 Fax: (902) 462-3688 E-mail: richardvanhorne@actioninvestigations.ca
PRIVACY James B. Eso, CIP, CIOP Crawford & Company (Canada) Inc. 539 Riverbend Drive Kitchener, ON N2K 3S3 Ph: (519) 578-5540 Fax: (519) 578-2868 E-mail: Jim.Eso@crawco.ca
Keith P. Edwards, FCILA, CLA, FUEDI-ELAE ClaimsPro 120 Adelaide St. W., Suite 2401 Toronto, ON M5H 1T1 Ph: (416) 777-4479 Fax: (416) 360-7335 E-mail: keith.edwards@scm.ca PROFESSIONAL PRACTICES Albert Poon, CIP Cunningham Lindsey Canada Claims Services Ltd. 1102 – 50 Burnhamthorpe Rd. W. Mississauga, ON L5B 3C2 Ph: (905) 896-8181 Fax: (905) 896-3485 E-mail: apoon@cl-na.com
www.claimscanada.ca
2016-08-25 10:39 PM
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• on the scene OTS Giffin Koerth held its annual golf tournament, the “BIG DIVOT” on July 22 at Wyndance Golf Club in Uxbridge, Ontario. On the links, players were treated to a beautiful day and a fine course which holds the distinction of being the first course in Canada designed by the legendary Greg Norman. Golfers also enjoyed a fabulous lunch, a wonderful assortment of prizes and the ceremonial presentation of the “BIG DIVOT” trophy. ●
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• on the scene OTS A solid turnout of 200+ industry representatives attended the 57th Annual Reception of the Quarter Century Club (QCC) on May 13 at the Albany Club in Toronto. The event was a roast for Brad Ebel, partner and president of MDD Forensic Accountants. Proceeds from the event once again went towards funding a student scholarship through the Insurance Institute of Canada and the John Lowes Fund in memory of QCC’s claims friends who have passed away. This year, QCC added a Red Cross donation for the Fort McMurray disaster. ●
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2016 RIMS CANADA CONFERENCE
“RESILIENCE IS OUR STORY” CALGARY TELUS CONVENTION CENTER September 11–14, 2016 Canada’s most vibrant city Powered by resourcefulness Sustained by resilience www.rimscanadaconference.ca
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