Claims

Needing to make a claim
Nobody wants to be faced with a claim situation, especially new home buyers. 

As your home warranty provider, Aviva Insurance Company of Canada is here to resolve the covered defects in your home when your builder doesn’t. It's important that you first communicate your concerns to your builder, and be sure to provide a reasonable amount of time to resolve what you believe is a defect. 

This site has the tools to help you protect your investment. Refer to your provincial Performance Guide for assistance in determining if a deficiency may be covered by your warranty. And refer to National Home Warranty's Maintenance Manual regularly to help prevent problems yourself. 

If you do need to file a claim…

Please read your warranty policy carefully to find out what is specifically covered; including any conditions, exclusions, expiry dates or claim reporting cut-offs that you need to know about. Since not all deficiencies and defects with your new home are covered – such as non-completed items and contractual issues – it’s always a good idea to read your warranty policy in full. It's also important to keep all relevant documents and correspondence between you and your builder, as these may be requested during the claims process. Finally, remember that your home warranty stays with the home, no matter who owns it.

How to file a claim

In order to submit a claim for a warranted defect, you must do so by providing written notice to both Aviva Insurance Company of Canada and your builder. You can submit your notice of claim via fax, mail or e-mail. Please be sure to include the current date as well as the following information:

  • Your policy number
  • Your full name
  • Your home address
  • Your phone number
  • Your e-mail address if applicable
  • A detailed description of each item being claimed, including the specific location in the home
  • Any other details you feel are relevant

 

As your home warranty administrator, National Home Warranty will connect you to the right people at Aviva. You can be sure you’ll receive fast and reliable claims handling service and support.   

Email: hwclaimscanada@aviva.com
Prairies Toll Free: 1-800-472-9784 
Edmonton: 780-425-2981 
Fax: 780-426-2723

British Columbia Toll Free: 1-888-243-8807
Vancouver: 604-608-6678
Fax: 604-408-1001

If you own a home in a multi-family strata building, and you believe there may be defect claims relating to the common property, please notify your strata council and/or your property manager so that they can submit a claim on your behalf.

When to File a Claim

Before contacting us, please ensure:

  • You have already made an attempt to resolve the issue with your builder
  • Your builder was unable to resolve the issue within a reasonable amount of time
  • Your home warranty coverage has not expired
  • Your reporting period to file a claim has not passed

 

Claims Resolution

If you’re unhappy with the level of service you’ve received on your claim, please contact us at 1 (888) 243-8807.
Our Claims Supervisor or Manager will be pleased to assist you.

Ombudsman

If you're unhappy with a product or the level of service you've received from Aviva, contact our Ombudsman at 1-877-689-3634. The ombudsperson will try to resolve the situation by acting as a liaison between you and the business unit where your complaint originated.

Complaint Officer: Lori DeAcetis 
10 Aviva Way, Suite 100
Markham, Ontario, L6G 0G1
Telephone: 1-877-689-3634
Fax: 416-615-3634
E-mail: ombuds.ca@aviva.com
Website: http://www.avivacanada.com

Our Programs

We offer new home warranty plans to cover single and multi-family homes. And we’re here to help you understand your warranty, whether you’re a homeowner or a builder.

Performance Guidelines

Protect your investment – refer to the tools available. 
To help you determine if a deficiency may be covered by your warranty, refer to the Performance Guide in your area. One of the most important things you can do to keep your new home in top shape is perform regular maintenance. Refer to the Maintenance Manual regularly to help prevent problems yourself. 

Talking to your Builder

 You play a role in making sure you can communicate freely and with ease with your builder throughout every step of the construction process.