Claims Guide

We understand having a claim can be stressful. As a policyholder of this company, you can be assured that when a mishap occurs, we will be there, every step of the way.

Here are the different people you may deal with during your claim and how they will help you throughout the process.


You are the most important member of the team. You may be required to make some decisions during the claim so your active participation is important.

For example, you are responsible for retaining contractors or other professionals when required. However, rest assured our professional team of experts will guide and assist you through the process to achieve the best possible outcome.

Your Middlesex Mutual agent or broker

Your Agent is usually your first point of contact. Their aim is to assist you with any questions you may have regarding your policy.

They will also collect initial details about your loss and notify the claims department with the information you provide.

The Middlesex Mutual claims team

Our claims team is located in our office here in Ilderton, Ontario. Their role is to ensure that you receive the excellent customer service you would expect from Middlesex Mutual. They will work with you to settle your claim with fairness, integrity and understanding.

Independant claims adjuster

From time to time, the claims team will retain an outside claims adjuster. They are technical experts who have a thorough understanding of how we settle claims.

A claims adjuster will advise you at initial contact that we have instructed them to handle your claim. Once your claim is settled, the claims adjuster will send a report to our claims team for payment. Any fees paid to the claims adjuster are separate from your claims settlement.

Property restoration specialists

Their role is to examine, assess, dry and where possible clean and restore your damaged property to its pre-incident condition.