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We know property damage can be stressful,
but reporting your claims shouldn't be

Hydro One is committed to providing our customers with safe and reliable power. Like every other electric utility in Ontario, Hydro One cannot guarantee an uninterrupted supply of electricity, and there are times when power outages or surges may occur, causing loss or damage to property.


Many of these cases are due to severe weather, wildlife, accidents or other causes beyond our control. Hydro One is not liable for damages from these causes. If the damage resulted from Hydro One's negligence, you may be eligible for compensation.


Reporting damage to your insurance company

If you have auto or property insurance, you may wish to consider contacting your broker or agent to find out if your policy covers the damage.

Common causes that aren't eligible

Damage claims resulting from these events are typically not eligible for compensation from Hydro One:

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Severe weather, such as ice, lightning, winds, floods, storms

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Fallen trees/branches

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Animal contact with equipment (squirrels, birds, etc.)


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Motor vehicle accidents involving utility poles

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Unexpected equipment failure

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Voltage changes


Please refer to the Ontario Energy Board's Distribution System Code and Hydro One's Conditions of Service (including Section 1.9) for more details.


Frequently Asked Questions

Here you'll find answers to some of the most frequently asked questions about the claims process.

If you have any further questions, please don't hesitate to contact us at 1-888-664-9376.

How will my claim be assessed?

Who is Quelmec Loss Adjusters?

Hydro One has contracted with Quelmec Loss Adjusters to independently assess claims against Hydro One in a fair and efficient manner. Quelmec is a loss adjuster, not an insurance company, who will independently review your claim to determine if damages have resulted from Hydro One’s negligence or willful misconduct.

How long will my claim take?

How are claims paid?

Should I contact my personal insurance company?

Do I need to keep my damaged items?

What if my items need to be repaired or replaced immediately?

I can’t afford to repair or replace my items. What do I do now?

How can I check my claim status?


 

6 tips to protect your home or business

Protect your property from power surges with these simple tips:

  • 1

  • Unplug valuable electronics
    If severe weather is in the forecast, unplug what you can.

  • 2

  • Limit the number of devices
    connected to a single outlet

    Avoid overloading electrical outlets, especially in older homes. Only one major appliance should be plugged into an outlet.

  • 3

  • Always use a surge protector
    Plug sensitive, or valuable electronics such as HDTVs and computers into a surge protector. Not all surge protectors are created equal – be sure to choose the right level of protection for your needs.

    You may wish to consider ‘whole home’ surge protectors that can be installed on your panel.

  • 4

  • Unplug any additional equipment
    not in use

    Even turned off, electronics are still vulnerable to power surges if they're plugged in. Unplugging offers the best protection.

  • 5

  • Going out of town?
    If you're away for an extended period, you may want to shut off your electricity completely. This is done by throwing the main switch at the fuse box (be sure to turn off all major appliances before you turn off the main switch).

  • 6

  • Use a backup generator
    Some customers may benefit from using a generator during a power outage to maintain comfort and safety.


Complete this form and send as soon as possible to:

Email

adjusters@quelmec.ca
Subject: Hydro One Claims Division

Mail

Quelmec Loss Adjusters
Attention: Hydro One Claims Division
304-185 Somerset Street
Ottawa, ON K2P 0J2

Fax

Quelmec Loss Adjusters
Attention: Hydro One Claims Division
613-226-4709

Quelmec Loss Adjusters, an independent firm that investigates damage claims against Hydro One, will assess your claim in in a fair and efficient manner. In the meantime, please do not throw away any damaged items and keep all receipts, estimates, warranties, photos, technicians’ assessments/bills, etc., related to the damage or repairs.

A representative from Quelmec Loss Adjusters will contact you with the results of their investigation within 60 days.



 More helpful resources

Visit these sites to learn more.