Where am I ?

image of a man filling out insurance claim formsWe understand that discovering damage to your home or property can be a disappointing and frustrating experience.

Not knowing who to call can add to this frustration. That's why we've outlined the necessary steps to take when it is believed an insurance claim is required.

Customers filing claims with Hydro One are also advised to file claims
with their personal insurance companies. Hydro One is dedicated to providing customers with safe and reliable power, however, there are events beyond our control such as weather or acts of nature, motor vehicle accidents and instances of damage to our equipment by third parties. If these events caused an incident leading to your claim, it is important for you to know that you still have the option to make a claim with your insurance carrier.

​How to file a claim with Hydro One:

  • If you have sustained a loss that you feel is our responsibility, you may file
    a claim by calling Quelmec Loss Adjusters at 1-888-872-6220 and speak
    with one of the claims representatives between the hours of 8:30 a.m. and 4:30 p.m., Monday through Friday.

  • Hydro One retains Quelmec as adjusters to provide claims processing and investigatory services to ensure prompt, fair treatment and processing of
    your claim.

  • Upon receipt of your claim, it will be assigned to a claims representative at
    Quelmec who will investigate your claim and determine if there is liability
    on our part. When the investigation is completed, you will be contacted and advised of the decision.
Things to Keep in Mind
 Hydro One understands individuals    
 make claims because they believe we
 bear some responsibility for damage  
 incurred, however each claim must be
 investigated and evaluated based on 
 legal responsibility and liability set out
 in the Conditions of Service and the 
 Ontario Energy Board's Distribution 
 System Code. For example, if Hydro
 One is liable for damages to a 15-year
 old electrical appliance, compensation
 will be provided for the present 
 depreciated value of the property - not
 for the new or replacement cost of the
 item, which is the case for most 
 homeowners' insurance policies.

Please note that Hydro One, like all other Ontario electricity utilities, cannot guarantee continuous, uninterrupted service or unvarying voltage. This is outlined in our Conditions of Service, which is the contract between us and our customers.  The Conditions of Service, filed with the Ontario Energy Board and also available on our website, states when there has been negligence or willful misconduct on our part, we are liable for certain types of damages.

Some common causes of claims for which we are not liable and therefore do not pay, are:

  • Acts of God (e.g. ice, wind, lightning, rain) and animal contacts (e.g. squirrels, birds)
  • Unforeseen or unexpected equipment failure
  • Damage to Hydro One equipment by other individuals or groups
  • Motor vehicle or other accidents involving utility poles.

Please feel free to contact our adjusters, as noted above, to file a claim. To view a list of Frequently Asked Questions, click here.

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