Insurance and Risk Management

Liability and Compensation

Submitting a claim to the City of Vaughan does not imply acceptance of liability or guarantee compensation.
Each claim is assessed individually to determine whether the City has a legal obligation under applicable legislation and municipal standards.

Start with Your Insurance Provider

Before submitting a claim to the City, contact your insurance provider.
They may offer coverage for your loss or, if appropriate, pursue recovery from the City on your behalf.
This approach is often more efficient and may result in a quicker resolution.

Accuracy Matters

Providing false or misleading information may have legal consequences.
Claims found to be inaccurate or fraudulent may result in legal action.

Before submitting a claim, please review the scenarios below to determine the appropriate steps based on the type of incident and its location. This helps ensure your claim is directed to the correct authority and processed efficiently.

If you observe a hazard within the City that may have contributed to the damage, report it immediately to Service Vaughan at service@vaughan.ca or call 905-832-2281. Prompt reporting allows the City to investigate and take appropriate action to ensure public safety.

Step 1: Contact Your Insurance Provider

For most types of damage, including vehicle, property, tree-related, and water incidents, your first step should be to contact your auto, home, or property insurance provider. They can advise whether your policy covers the damage and guide you through the claims process.

Step 2: Determine Jurisdiction and Responsibility

Road-Related Vehicle Damage (e.g., potholes, hazards)

Regional Roads → Contact York Region
📞 1-877-464-9675
🌐 Report a Claim - Region of York

Provincial Highways (e.g., 400-series, 407) → Contact Ministry of Transportation Ontario (MTO)
📞 416-314-3445
🌐MTO Claims Information

The City of Vaughan is not liable for incidents on roads maintained by other jurisdictions.

Tree or Branch Damage

Request a tree inspection to determine if the tree is located on City property or private land:
📞 Phone: 905-832-2281

📧 Email: service@vaughan.ca 

🌐 Website: Tree Pruning and Inspections

The City is not responsible for damage caused by trees or branches that are healthy and properly maintained.
If a tree is found to be in good health and has been regularly inspected, damage resulting from natural events, such as storms or high winds, is generally not considered the City's liability. In these cases, property owners are encouraged to contact their home insurance provider to determine coverage and next steps.

Water Damage

If the damage appears to be caused by a City-owned watermain or sewer, you may submit a claim to the City for review.

If you see water ponding or flooding on roads or sidewalks that is unlikely to be caused by wet weather, seasonal thawing, or blocked catch basins, it may be due to a watermain break.
Please report it to the City immediately by phone at 905-832-2281 and provide the exact location and any other details you know.

Private Property Damage on City Boulevards

Under the Encroachment By-law, private items (e.g., sprinkler heads, driveway curbs, plants) placed on boulevards are not covered by the City if damaged.

Contractor-Related Incidents

If damage occurs during work performed by a third-party contractor under a City agreement, the contractor may be liable.

The City will redirect your claim to the contractor and notify you. The contractor is expected to follow up directly.

The City of Vaughan maintains public infrastructure and spaces in accordance with provincial legislation and municipal standards. All claims are reviewed on a case-by-case basis to determine whether the City has a legal obligation to provide compensation.

Assessment Criteria

Each claim is evaluated using the following criteria:

• Maintenance Standards
  Whether the City met its legislated and operational maintenance obligations at the time of the incident.
• Negligence
  Whether there is demonstrable evidence that the City failed to exercise reasonable care.
• Causation
  Whether the alleged damage or injury is directly attributable to the City’s actions or omissions.

Important Deadlines

To ensure your claim is eligible for review, please note the following time limits:

• Road-Related Claims
  Must be submitted within 10 days of the incident, as required under Section 44(10) of the Municipal Act, 2001.

Before You Begin

To help ensure your claim is processed efficiently, please have the following information ready:

• Date, time, and location of the incident
• A detailed description of what occurred
• Photos or documentation of the damage or injury (if available)
• Receipts or estimates for repairs or replacement costs
• Police report or incident report, if applicable
• Contact information for any witnesses
• Your insurance details, if relevant

Submit a Claim

👉 Click here to submit a claim
If you require an alternative method to submit your claim, please email claimservices@vaughan.ca 

Confirmation of Submission

Once your claim is submitted, you will receive an email confirmation that includes your claim number.
This confirmation is typically sent immediately.
If you do not receive it, please contact claimservices@vaughan.ca.

Initial Review (5–7 Business Days)

City staff will conduct a preliminary review of your submission and provide a status update within 5 to 7 business days.
This update will outline the next steps and may request additional information needed to proceed.

Investigation Process

Once all required information is received, the City will begin a detailed investigation to determine whether it is legally liable.
You may be contacted for further details at any point during this process.

Timeline for Final Decision

The time required to reach a final decision depends on several factors, including:

• Complexity of the incident
• Availability of documentation
• Volume of claims being processed

While timelines may vary, it can take up to six months or longer to finalize a claim.

Litigation documents for The Corporation of the City of Vaughan must be served by email to the City Clerk at clerks@vaughan.ca 

How soon must I file a claim?

• Road-Related Incidents
  You must notify the City within 10 days of the incident, as required under Section 44(10) of the Municipal Act, 2001.

Should I contact my insurer first?

Yes. Your insurance provider should be your first point of contact. They may offer broader coverage and can guide you through the next steps, including whether to pursue a claim with the City.

Does submitting a claim guarantee compensation?

No. The City will only provide compensation if it is found to be legally liable following a thorough investigation of the incident.

Can I appeal the City’s decision?

The City’s decision is based on a thorough investigation and is considered final.
If you disagree with the outcome, you may seek independent legal advice to explore your options.

What if I can’t submit my claim through the City’s online form?

If you require an alternative method to submit your claim, please email:
📧 claimservices@vaughan.ca 

What evidence should I include in my claim submission?

To support your claim, please include:

• Date, time, and location of the incident
• Detailed description of what occurred
• Photos or documentation of damage or injury (if available)
• Receipts or estimates for repairs or replacement costs
• Police or incident report (if applicable)
• Contact information for any witnesses
• Insurance details (if relevant)

How long will it take to process my claim?

• Initial Acknowledgment
  You will receive confirmation of your submission immediately, along with a claim number.
• Preliminary Review
  A status update is typically provided within 5 to 7 business days, which may include a request for additional information.
• Investigation
  The City will conduct a detailed investigation to determine liability. You may be contacted for further details during this process.
• Final Decision
  The timeline for a final decision varies based on the complexity of the incident, availability of documentation, and claim volume. It may take up to six months or longer to finalize a claim.

What Is a Hazard?

A hazard refers to any condition or situation that poses a potential risk to public safety, property, or the environment. Common examples include:

• Fallen trees or broken branches in parks or along streets
• Icy sidewalks or snow-covered roadways that create slip or driving hazards
• Damaged or missing road signs, guardrails, or traffic signals
• Flooding or pooling water from blocked drains or broken watermains
• Uneven sidewalks, potholes, or sinkholes
• Exposed wires or broken streetlights
• Obstructions or debris on public pathways or roads

Prompt hazard reporting helps the City respond quickly and reduces the risk of injury or damage.

How to Report a Hazard

Ice and Snow Hazards on Roadways

📞 Phone: 905-832-2281
📧 Email: snow@vaughan.ca 

All Other Hazards

Contact Service Vaughan:
📞 Phone: 905-832-2281
📧 Email: service@vaughan.ca