Proper appraisal to be done

A consumer contacted our Office following a disagreement with his insurer regarding the extent of the damage to his motor vehicle after an accident.

Without conducting a proper appraisal, the insurer asserted that some of the damages were unrelated to the collision. It advised the client that, if he was dissatisfied with this determination, he could resort to the appraisal process available under the Insurance Act (which we have previously noted in our annual report is often used as a lever to pressure clients into abandoning legitimate claims).

We reviewed photographs of the damage, and, at first glance, it appeared likely that the damages were indeed caused by the collision.

We therefore contacted the insurer and advocated on behalf of the insured to ensure that a proper appraisal of the damages would be conducted before requiring the client to resort to the legislated appraisal process.

The insurer agreed to proceed as we had suggested.