TORONTO – Toronto’s ombudsman says the city’s claims process is badly flawed with most complaints by homeowners automatically denied.
Fiona Crean says homeowners who make claims for everything from sewer backups to fallen tree limbs to potholes are misled.
While the city promises fairness in its claims process, Crean says her 14-month investigation shows that isn’t the case.
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Crean looked at 12,449 claims over five years and found 93 per cent of claims were denied outright.
She says there’s a practice of denying claims without looking at relevant evidence and homeowners are told there’s been an investigation when there hasn’t been.
Toronto Mayor Rob Ford thanked Crean for “shining a spotlight on this serious issue.”
Crean says some residents waited 14 months before being contacted by the city while others were never contacted about their complaints.
The city has accepted Crean’s 10 recommendations to reform its claims process, including setting a service standard by Jan. 31 for a proper review of claims.
“The city manager now has very clear recommendations, which he has already accepted,” said Ford. “Customer Service Excellence is a priority for my administration and this report helps put us on that path.”
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