Stakeholder FAQ

Coronavirus Disease (COVID-19)

As the COVID-19 pandemic continues to evolve throughout the world, Saskatchewan Mutual Insurance (SMI) remains committed to what our foundation is built on – Providing Peace of Mind. Our office is physically closed to the public and our office landscape has changed from a bustling building to a skeleton crew with most working from home. We have made this unprecedented step to help protect the well-being of our staff and to proactively ensure our business operations continue uninterrupted as much as possible.

The entire world is changing in front of our eyes and we know insurance is the last thing you want to think about which is why we’ve created this FAQ. This page will help answer some of the most frequently asked questions SMI has been receiving in regards to what we are doing in this uncertain time.

We continue to closely monitor the news and recommendations of The Government of Canada and our Provincial Governments.  We will continue to provide regular updates as the situation unfolds.

If you have more questions, we encourage you to contact your insurance broker to navigate through these challenging times.  We are committed to partner with and provide peace of mind for everyone that is part of the SMI family, whether it be our staff, brokers, policyholders or other stakeholders.  We thank you for your patience and support during this rapidly changing situation.  Together, we will get through this.

Your main point of contact is your insurance broker who is willing to help you in any way they can. Your broker’s contact information is available on our website  and on your insurance policy documents. If your broker’s office is currently closed to the public, they may be available by phone and email. If you are unable to reach your broker, please email us at headoffice@saskmutual.com or call 1-800-667-3067.

Our locations are closed and SMI staff are working from home but we are still available if you call our Head Office.  You will have to leave a voice message but the person you are trying to reach is able to receive your message remotely.  They will call you back as soon as they are able to; we are striving to return your call the same day.  If the call volume is higher than normal, your call will be returned within one business day.

Unless we hear from you or you advise your broker that you no longer require your SMI policy, we will assume that you wish to maintain your coverage with SMI and that renewal of the policy has been accepted.

If you require a new insurance policy, SMI remains committed to ensuring you obtain the coverage you need.  We understand it may be challenging for you to sign a new application for insurance right now.  SMI accepts all forms of electronic signatures, such as Adobe e-Sign or Live Docu-Sign; however, if you are unable to provide an electronic signature, an additional 30 days will be allowed so that your broker is able to mail the documents to you and you can subsequently mail them back to your broker.  You could also sign the printed copy and submit a photo of your signature along with a photo of the entire application to your broker.  Your broker will then submit your application to our office within the normal three day binding requirement in order to provide coverage and we will allow an additional 30 days for a signed copy to be sent to us. 

SMI is committed to serving claim needs and we will continue to work with our brokers and policyholders on settling claims in a timely fashion.  We do understand that some claims could be submitted for policies that have been cancelled due to delinquent payment activity during the emergency period, and we will continue to hold coverage between the cancellation date and the statutory notice requirement period:

*  We would ask our broker partners and policyholders to continue to use the same process for claim requests that you’ve become accustomed to in the past.

*  If a claim is submitted with past due premium payments, SMI will settle for the agreed upon claim amount less the past due premium amount.

*  We’re here to help our brokers and policyholders. If you are unsure of how to proceed, please reach out to our Claims Team with any questions that you may have.

We understand that the claims process can be challenging for your policyholders at the best of times, and we are here to let them know that we will continue to support them throughout the pandemic.

If you have damage to your property and need to report a claim, we are available to handle your claim with the same standards of customer service we have always maintained to ensure your peace of mind.

     *  Claims can be submitted in the following ways:

    ο  Preferred method – online

    ο  By phone during regular business hours at 1-800-667-3067. Wait times and call back times may be longer during this period and we ask for your patience.

    ο  Contacting your broker

    ο  For After Hours Emergency Claims, please contact an adjuster in your area.

     *  We may request you to take pictures of the damage and send them to us to assist with the settlement of your claim.

     *  Our adjusters, vendor partners and independent adjusters are also taking the necessary precautions to ensure the health and safety of you and your families. They continue to be ready to support you should you require in-person assistance.

Commercial Insurance Coverage:  Coverage for business interruption or loss of income would apply only if physical damage occurs to property insured under your policy.  This coverage does not extend to cover the COVID-19 pandemic or similar events. The extension of coverage due to civil authority prohibiting access to the property must include damage to a neighboring property and therefore is not applicable in these circumstances either.

SMI may allow premium adjustments due to the reduced revenue that your business may experience during COVID-19.  We realize this will not impact all businesses as your policy premium may not be dependent on your annual revenue but your broker will be able to help you determine if a revenue reduction should be reported to SMI for the purpose of adjusting your annual premium.