B.C. insurance coverage trade ought to enhance transparency, Victoria enterprise proprietor says

B.C. insurance coverage trade ought to enhance transparency, Victoria enterprise proprietor says

A Victoria-based enterprise proprietor is proposing modifications to enhance transparency inside the insurance coverage trade as she navigates an eight-month declare course of following a flood that almost compelled her to shut her doorways.

Sapphire Day Spa is awaiting a remaining insurance coverage settlement resulting from a ruptured pipe on the roof of the View Avenue enterprise on Could 28, 2022.

The proprietor says water got here via the primary and second flooring of the spa – finally prompting two enterprise closures over the height summer time interval to remediate.

“We need to solely inform tales about how we are able to profit purchasers, however the reality is and the story right here is that we nearly needed to shut our doorways by the point Labour Day got here,” stated proprietor Heidi Sherwood.

Sherwood made the choice following the flood to pay her employees all through the closures. She says she had requested an advance from her insurance coverage firm nevertheless it didn’t come till the tip of August.

“We didn’t have sufficient money reserve and within the time that I’ve had this enterprise I’ve by no means needed to [even through the pandemic] be in our overdraft,” stated Sherwood.

B.C. insurance coverage trade ought to enhance transparency, Victoria enterprise proprietor saysWater injury on the spa is pictured. (Submitted)


Eight months for the reason that flood, Sherwood is awaiting her remaining settlement. She’s additionally skilled one other main declare below a second, former spa she ran on Authorities Avenue that was destroyed in Victoria’s 2019 Plaza Lodge hearth.

She desires to see higher transparency inside the insurance coverage trade for improved buyer relations. She’s pitching a web-based portal system the place clients may log in to see the most recent updates on their declare.

“Proper now once I submitted all my financials to the forensic accountant and I requested for, ‘What did he say our loss and our declare is value? What did he assess it at?’ He stated, ‘I can not present you that,'” stated Sherwood.

“The insurance coverage trade appears like now, to me, is that they’ve created this island the place they’re untouchable and they also don’t have to elucidate themselves and so they don’t must be actually clear,” she stated.


CTV Information has reached out to a number of assets and regulators inside the insurance coverage trade for remark.

The BC Monetary Companies Authority regulates insurance coverage corporations, however recommended a streamlined on-line portal system for the trade doesn’t fall below its purview.

“It’s not applicable for regulators to impose processes or procedures for settlement of claims, as that’s the accountability of presidency,” stated communications specialist, Audrey McKinnon.

The Insurance coverage Bureau of Canada stated reimbursement intervals fluctuate from insurer to insurer – and that they perceive folks want to have the ability to pay for his or her bills.

“We encourage everybody to maintain all their receipts and communicate with their insurance coverage consultant about expectations relating to the timing and frequency of reimbursement,” stated the IBC via a press release.

“The size of time to finish repairs additionally is determined by quite a lot of elements together with the severity of injury, availability of contractors and provides, in addition to securing any crucial constructing or demolition permits out of your municipality,” the assertion continued.

The B.C. Ministry of Finance says that insurance coverage corporations are non-public companies and that it’s as much as every particular person insurance coverage supplier to speak their practices with their purchasers.

Nevertheless, the province notes that it does have a regulatory framework for insurance coverage contracts, which incorporates timelines for when a declare should be made, and for when a declare should be paid out.

“At the moment, there may be nothing in provincial laws that will cease an insurer from establishing a web-based portal for sharing data so long as it complies with privateness necessities below the Private Info Safety Act,” stated the ministry in a press release.


Sapphire Day Spa’s proprietor feels there’s been a breakdown in communication along with her insurance coverage firm to settle the declare, and has chosen to not publicly identify the corporate.

Her requires improved transparency at a systemic-level come amid some difficult years.

“Enterprise has not been enterprise as regular,” stated Sherwood. “The obstacles proceed whether or not they be staffing, inflationary, provide altering points and positively the well being restrictions had a significant influence on our enterprise and our capability limitations.”

Regardless of a troublesome time for operation, Sherwood is grateful and assured her 17-year-old spa is resilient sufficient to experience out the most recent hits. 


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