Doug and Alicja Arnold say Wednesday’s storm didn’t just damage their home, it also sparked a battle with their insurance company. A tree on the Kitchener couple’s property split in half and fell onto the roof of their home. “Nobody ever expects that you’re going to be the next victim,” said Doug. “Unfortunately, this time we were. I don’t know why the rest of the neighbourhood doesn’t have what we have.” They immediately reached out to their insurance company. The response wasn’t what Arnold’s were expecting. “I’m learning a lot and also very disappointed,” Doug admitted. Their insurer told them they would only cover some of the cost to remove the tree and repair the roof. The Arnolds said they checked their policy but couldn’t find that part. “Generally, I’m very, very upset,” said Alicja. “I’m thinking, if I’m paying regular insurance for 25 years, how long I am living in this house, they’re supposed to be covering everything.” Tree complications The complicating factor is the tree itself. Their insurer is willing to pay for the half that fell onto the roof. But the Arnolds said they were told the tree was dangerous and both parts needed to be removed, which their policy doesn’t cover. That means the couple will have to pay out of pocket. “If half the tree is standing and half the tree is on the house, what good is the half tree standing?” Doug asked. “They’re parcel and package, still belong together. And one should be compensated for the other one.” Policy details According to the Insurance Bureau of Canada (IBC), most policies only cover damage to the home “A lot depends on the details,” explained Amanda Dean, the association’s vice-president for Ontario and Atlantic. While she didn’t know the details of the Arnolds situation, she shared her own insight into the decision-making process by insurers. “The first detail to take a look at, what type of home insurance policy are we talking about? Because some individuals within our communities have what we refer to as a ‘no-frills insurance policy.’ Those are typically in cases where upgrades are needed, but it’s a form of coverage that people can get,” she said. “Now, if we’re looking at typical home insurance policies, so the home is up-to-date, everything is to today’s standards to building codes, whether it’s the roof, heating system, you name it. In those situations, is it part of the tree that broke off to damage the roof? Certainly, that part of the tree that damaged the roof would be removed.” There are also other factors to consider. “When it comes to trees and shrubs, there’s also limits within policies,” Dean explained. “Primarily, home insurance policies cover the structure, the building, and buildings are what is insured. And certainly, the contents.” The Arnolds said the tree only appears to have punctured the roof over the garage and not the main part of the home. Two days after the storm, the tree was still where it fell. But they worry that the damage will only get worse as time goes on. “It’s a daunting process” The couple said their insurance company advised them to pay for its removal and any needed repairs now, then invoice them after. Doug, however, wants his insurance company to arrange the work. Dean said, for large-scale and severe weather events, insurance companies will sometimes work with contractors retained by the homeowners. But, given the specificity of the situation, she encouraged the Arnolds and anyone else in a similar situation to contact IBC’s Consumer Information Centre. She said they will help them through the process. “The challenge is, in an event like this, adjusters are looking at so many claimants and trying to get to each one quickly to at least get that process started. At the end of the day, an insurance policy is a legal contract between the policyholder and the insurer. The insurer can’t go outside of that policy,” Dean explained. “It’s a daunting process. And adjusters have an awful lot of individuals that they’re looking after at this point in time. You may not remember all of those questions when you get your adjuster on the phone or in person.” The Arnolds called it a stressful situation that, they feel, is unfair. “I think the insurance [company] is completely wrong,” Alicja said. “They’re taking money regularly from us for that many years. And when something happens, they do not want to cover.” Dean shared one last piece of advice. “Look in the details of your policy,” she said. “But also ask questions of your adjuster as to why that might be.”
