Insurance Claims

If you have suffered a loss for which you believe the City of Kawartha Lakes may be responsible, you must follow the process below to send your claim to the City for consideration. 

The Municipal Act 2001 requires that we receive claim notification in writing. In some situations, you are required to place the City on notice within 10 days of the incident. To make sure your claim will meet the notice requirement always forward it to the City as soon as possible.

To report an issue is not the same as filing a claim.  A service request may be created by Customer service which will generate a case number.  The case number allows you to follow up on the case, for example, to see if a pothole has been repaired.  This is not filing a claim; it is only reporting an issue.  To make a claim against the City for injury or damages you must complete and submit the Claim Report.

You must report municipal emergencies by making live contact with Customer Experience staff or our after hours service provider. Please call 705-324-9411 to report municipal emergencies Monday through Friday 8:30am to 4:30pm. To report after-hours municipal emergencies, including weekends and statutory holidays please call 1-877-885-7337.

Prior to submitting a claim please consult your insurance company or broker to determine:

·         If you are covered for your specific type of damage, injury or loss

·         If you are seeking  advice

·         Have questions regarding policy coverage or deductibles.

Notifying your insurance provider of the loss is the best way to protect your interests.  All City claims are handled by an independent adjuster, not City staff.  Depending on the situation, you may be eligible for greater compensation than you can legally recover from the City. If your insurer believes the City is liable your insurer will seek compensation from the City on your behalf.

The City will not be held responsible for costs unless you can provide evidence that the City committed a negligent act or omission which resulted in injury or damage.  The City of Kawartha Lakes only compensates when it is legally liable for the damage or injury sustained.

To submit a claim please complete and submit the Claim Report.

Alternatively a written notice can be submitted by mail, fax or e-mail and should include the following information:

  • name, address, phone number and/or email address of the person making the claim;
  • date, time and exact location (address or closest intersection) of the incident causing damage, injury or loss;
  • complete description of what happened including photographs, police report (if available), diagrams, estimates and/or repair invoices to substantiate your loss;
  • details of the type of damage or injury;
  • the name of any other party involved including City staff or contractor;
  • list name(s) and contact information of any witnesses;
  • if you have reported the incident to your insurance company, provide the name and contact information of the insurance adjuster assigned to your insurance claim.

To submit your written notice of claim you can use one of the following methods:

Regular Mail:          

Attention: Insurance Risk Management

City of Kawartha Lakes
26 Francis Street, PO Box 9000
Lindsay, ON
K9V 4R5
Fax: 705-324-7058

E-mail Risk Management

The use of profanity, abuse, threats or bullying may result in the independent adjuster assigned to the claim or City staff being unable to provide further contact, support or consideration of your claim.

If your vehicle was damaged in an auto collision with a City vehicle (regardless of fault) you must report the damage to your own insurance company as required by the no-fault, auto insurance legislation in Ontario. 

Your own insurance policy may cover the costs of your damages. Please contact your insurance representative regarding damages.

Upon receipt of your claim, the City will initiate an investigation based on the information you provided.  All claims are referred to an independent insurance adjuster for review, response and handling and the entire claims process will be investigated and managed by an independent adjusting firm.  The adjuster will provide notice in writing advising of their involvement and will conduct an investigation into the facts and circumstances of your incident to determine whether the City is legally liable for your claim. All inquiries, calls, emails and other contact regarding the claim are to be delivered solely to the independent adjuster assigned to the claim.

If it happens that a contractor had control of the area where your damage or injury took place at the time of your claim, the independent adjuster will forward your claim to the contractor for their investigation and liability determination.  You will be advised in writing by the independent adjuster if your claim has been forwarded to the contractor.

Due to the uniqueness of each claim, the timeline concerning the final decision of a claim will vary. Most investigations will be complete within 90 days.  

If you have any questions about the claims process please E-mail Risk Management 

The assessment of a claim is final.  A claim will only be reconsidered if additional relevant information is provided to support the claim, which was not originally considered. If you are dissatisfied and wish to further dispute the claim denial, you can submit to your insurer or pursue an action through the legal process. 

The personal information collected to investigate your claim is collected under the authority of the Municipal Act 2001, S.O. 2001, c. 29 and will be disclosed to staff and service providers who require the information to investigate your claim against the City of Kawartha Lakes. Questions about collection of this personal information should be directed to the City Clerk or Deputy Clerk at 705-324-9411 extension 1295 or 1322.

The City of Kawartha Lakes seeks recovery of costs from the individuals responsible for damage to City property such as street lights, hydrants, guardrails, signage etc.

E-mail Risk Management to report damage. Please include the date, location and description of damage along with your contact information as well as the contact information of your insurer.

If you observe a hazard in the community please contact Customer Experience during regular municipal hours of operation at 705-324-9411 or toll-free at 1-888-822-225 or E-Mail Customer Experience.

Contact Us

Kawartha Lakes 
P.O. Box 9000, 26 Francis Street
Lindsay, ON, K9V 5R8
Telephone: 705-324-9411
Toll free at 1-888-822-2225
After-hours emergencies: 1-877-885-7337