Providing contact information and process guidance

What happened

Amar submitted a claim against the City after his basement flooded. When he tried to get information about the claim from Toronto Water and didn’t get a response, he contacted our office.

What we did

We explained Toronto Water’s role in the claims process and clarified how claims against the City are handled. We informed Amar that the City uses a third-party adjuster who assesses claims made against the City, and provided him with the appropriate contact information.

We also advised Amar that the City’s Insurance and Risk Management unit in the Finance and Treasury Services division responds to escalated complaints about services provided by the adjuster.

The result

Our office directed Amar to the appropriate contact in the right division to address his concerns. He told us he better understood the process and was grateful for our assistance.

Why this matters

When people don’t get responses from the City, clear and timely guidance helps point them in the right direction and prevents confusion and unnecessary delay. Our office helps people navigate complex City processes and makes sure legitimate concerns reach the right staff.