If you do need to file a claim…
Please read your warranty policy carefully to find out what is specifically covered; including any conditions, exclusions, expiry dates or claim reporting cut-offs that you need to know about. Since not all deficiencies and defects with your new home are covered – such as non-completed items and contractual issues – it’s always a good idea to read your warranty policy in full. It's also important to keep all relevant documents and correspondence between you and your builder, as these may be requested during the claims process. Finally, remember that your home warranty stays with the home, no matter who owns it.
How to file a claim
In order to submit a claim for a warranted defect, you must do so by providing written notice to both Aviva Insurance Company of Canada and your builder. You can submit your notice of claim via fax, mail or e-mail. Please be sure to include the current date as well as the following information:
- Your policy number
- Your full name
- Your home address
- Your phone number
- Your e-mail address if applicable
- A detailed description of each item being claimed, including the specific location in the home
- Any other details you feel are relevant
As your home warranty administrator, National Home Warranty will connect you to the right people at Aviva. You can be sure you’ll receive fast and reliable claims handling service and support.
Prairies Toll Free: 1-800-472-9784
British Columbia Toll Free: 1-888-243-8807
If you own a home in a multi-family strata building, and you believe there may be defect claims relating to the common property, please notify your strata council and/or your property manager so that they can submit a claim on your behalf.
When to File a Claim
Before contacting us, please ensure:
- You have already made an attempt to resolve the issue with your builder
- Your builder was unable to resolve the issue within a reasonable amount of time
- Your home warranty coverage has not expired
- Your reporting period to file a claim has not passed
If you’re unhappy with the level of service you’ve received on your claim, please contact us at 1 (888) 243-8807.
Our Claims Supervisor or Manager will be pleased to assist you.
If you're unhappy with a product or the level of service you've received from Aviva, contact our Ombudsman at 1-877-689-3634. The ombudsperson will try to resolve the situation by acting as a liaison between you and the business unit where your complaint originated.