Claims Against the City

What To Do When You Have a Claim

• How to Submit a Claim

  There are several ways to submit a claim: completing an online form, providing notice in writing by e-mail or mail, or by leaving a voice message describing your claim. Upon submission, a claims adjuster will be appointed on behalf of the City and will contact you directly regarding your claim.

  Submit your claim online

  For fastest service, please complete our online claims submission form.

  E-mail your claim

  Alternatively, you can provide written notice to the City by email or letter. The notice must include:

  • date
  • time
  • location
  • manner in which the loss or damage occurred.
  • your name
  • your address (if different from the loss location)
  • telephone number where you can be reached during the day
  • e-mail address (optional)

  For fastest service, attach any supporting documents and email them to the City.

  Mail your claim

  You may also send the notice by regular mail to:

  City of Abbotsford Attention: Risk Management & Legal Services 32315 South Fraser Way Abbotsford, BC V2T 1W7

  Leave a voice message describing your claim

  Finally, if you prefer, you may provide a detailed voice message with the information above at 604-864-5577.

   

• What the City is Not Liable For

  • Utilities:
    • The City is not responsible for damages caused by faulty utilities on private property.
    • If your property is damaged from a water source, contact your insurance provider.  Property owners are responsible for sewer and rain and drain pipes located on their side of the property line, as well as water pipes starting at the service valve near their property line.
  • Roads:
    • City is not legally responsible to ensure that its roads are always free of defects or hazards such as potholes. If your vehicle is damaged due to potholes or road hazards, contact your insurance provider.
    • The City does not maintain Highway #1, Sumas Way, Highway #11 or on and off ramps.  These are within the jurisdiction of the Province of BC, Ministry of Transportation and Infrastructure. To make a claim to the Ministry of Transportation and Infrastructure, call 250-387-7609 or email BChighwaysclaims@gov.bc.ca 
• What Happens After You Submit a Claim

  Once your claim is received, it will be investigated and you will be contacted. Please note that the initial investigation can take 4 to 6 weeks, perhaps longer depending on the complexity of the claim.

  To ensure prompt, detailed and impartial service, the City may engage the services of an external claims adjuster to assist with the investigation of a claim. The City’s current claims adjuster is Kernaghan Adjusters.

  The City’s Risk Management and Legal Services department will make a decision upon the completion of the investigation, and you will be notified in writing of the City’s decision.

  Claims made against the City are not paid unless, in the opinion of legal counsel, there is a liability exposure. All claims will be investigated without passion or prejudice, utilizing the facts as they reveal themselves and standard legal practices and principles.

  We are committed to the principle of settlements that are fair and reasonable within standard industry and legal practices. Claimants can expect to be treated courteously and respectfully and in a business-like manner.

  If a claimant wishes to appeal a claims decision, they may do so through the Civil Resolution Tribunal (for claims up to $5,000), the Provincial Court of British Columbia (for claims up to $35,000) or the Supreme Court of British Columbia (for claims over $35,000).