24/7/365 Claims Service

Our standard business hours are 9:00am to 5:00pm EST, however, we offer 24/7 in-house claims servicing. For immediate assistance on a claim, please call 1-877-682-5252 ext. 5. You can also email details to claims@fenainsurance.ca. We pride ourselves on prompt response times and educate you to help decide whether to submit the claim.

Standard Claim Process

This is why you purchased insurance. As your dedicated broker, we have access to superior insurance carriers and products that grow with you as your needs change. While we’ll answer your claim questions and help you navigate what’s to come, your insurance company makes the final decision.

1. Report the Loss

The claims process begins when you speak directly with a representative from our claims team to report an insurable loss.

As your broker, we start by confirming your policy details and asking for up-to-date contact information. You’ll be asked to provide a detailed description, in your own words, about what happened, so it’s important you try to obtain:

• Photos

• All details of the occurrence (date, time, etc.)

• All actions to prevent further loss

Anticipate being contacted by an adjuster, who might also assign an additional expert to assist, such as an appraiser or contractor, depending on the type of claim.

2. Investigation

Once submitted and processed by your carrier, you should receive a claim number from your carrier and be assigned an adjuster to investigate the details of the loss. The information you provided when reporting the initial loss now comes into play. As the client, you are in the best position to expedite the claim by working directly with your adjuster. The insurer will guide you through the claim while fulfilling their duties.

3. Quantify the Loss

As the client, you are in the best position to expedite the claim by working directly with your adjuster.

If the investigation finds the claim is covered under your policy, an adjuster will evaluate and determine the amount of loss.

4. Claim Settlement

Taking your deductible into consideration, your insurance carrier pays out the claim. Remember, we are available at any time to answer any questions or concerns you might in the claims process. FENA is committed to a fair and objective claims experience for everyone.