Claims to the City

Risk Management will respond to claim inquiries filed with the City Clerk's office.

COVID-19 Response Time

In responding to COVID-19, Risk Management is available to answer any claim inquiries via telephone at 905-356-7521 Ext. 6700 during regular business hours Monday – Friday between 8:30 a.m. to 4:30 p.m.

Any new claims to be submitted to the City Clerk’s office can be delivered either:

  1. In person by using one of two Exterior Dropboxes located at City Hall, 4310 Queen Street. The drop box to be used says: “Payments Only No Cash”. Dropboxes are found on:
    • Erie Avenue at City Hall
    • Main entrance at City Hall
  2. Registered Mail via Canada Post

There may be a delay in processing & investigating your claim due to COVID-19.  At this time, we are not able to confirm the potential length of any possible delays.

We thank you for your continued patience and understanding during these unprecedented circumstances.

How to File a Claim

If you have incurred damage to your property or have an injury and you believe the City may be responsible, please refer to the "Type of Claims" section below about how to file your claim with the City.

If your claim involves the maintenance of a highway (including sidewalks or boulevards) pursuant to the Municipal Act, 2001 section 44 (10), you have ten (10) calendar days from the date of the occurrence to file your claim in writing with the City.

If you are unsure if the 10 calendar days applies to your incident, please call Risk Management at 905-356-7521 Ext. 6700.

There is no claim form available on the City's website or at City Hall.

Type of Claims

  • Damage to my Home

    Contact your Insurance Representative

    If you have suffered a sewer backup, a watermain break or City tree damaged your home, you should contact your insurance company or broker right away, and refer to your homeowner's insurance policy. Should your insurance company believe the City is responsible for the loss, the insurer may seek compensation against the City on your behalf.

    All claims made against the City must be filed in accordance with the following:

    Notice of Claim in Writing

    When filing your notice of claim letter with the City, it must be submitted in writing and contain the following information:

    • name
    • your mailing address
    • your telephone number
    • date of occurrence (must include: day, month and year)
    • provide the nearest municipal street address (i.e. 1111 Main Street, Niagara Falls, Ontario) of where this incident happened
    • time of day (include a.m. or p.m.) when this incident happened
    • a brief description of what happened
    • explain why you are making the claim
    • identify the value of loss you are claiming
    • if available, provide copies of any estimates, or paid invoices. If not available at the time of filing your claim, please indicate they will be provided at a later date. Please retain your originals.
    • Include printed PHOTO evidence:
      • of the damaged area
      • a few photos of damaged contents in the home
      • the City is unable to accept photos on a USB key or disc
    • Address your letter to the CITY CLERK
    • sign your letter
    • date your letter

    Please note:

    1. Claims must be submitted in writing and cannot be accepted through email or fax.
    2. Registered mail is deemed received by the City Clerk’s office when they affix their date stamp to your letter NOT when it is received by the Post Office.
    3. If any of the requested information is missing in your notice letter, this will delay processing your claim.
    4. There is NO claim form on the City’s website or at City Hall.

    Serving your Claim on the City

    Claims must be delivered either in person or by Registered Mail to:

    Attention: City Clerk
    The Corporation of the City of Niagara Falls
    Clerk’s Department
    4310 Queen Street
    P.O. Box 1023
    Niagara Falls, Ontario
    L2E 6X5

    SPECIAL NOTE DURING COVID-19

    When delivering your notice of claim letter in person please use one of two secure Exterior Dropboxes located at City Hall, 4310 Queen Street.

    The drop box to be used says "Payments Only No Cash". Drop Boxes are found:

    • Erie Avenue at City Hall
    • Main Entrance at City Hall

    The secure exterior drop box is available 24-7 and is emptied between 8:30 am to 4:30 pm Monday to Friday, and therefore, it not necessary to come inside City Hall.

    City Hall is open Monday to Friday from 8:30 a.m. to 4:30 p.m.

    Should you have any questions please contact the Risk Management Administrator at 905-356-7521, extension 6700.

  • Damage to my Vehicle

    Contact your Insurance Representative

    If you have hit a pothole, utility trench/road cut or a City tree has fallen on your vehicle, you should contact your insurance company or broker right away, and refer to your auto insurance policy. Should your insurance company believe the City is responsible for the loss, the insurer may seek compensation against the City on your behalf.

    Time Limits for Filing a Claim

    If your claim involves the maintenance of a highway (including sidewalks or boulevards) pursuant to the Municipal Act, 2001 section 44 (10), you have ten (10) calendar days from the date of the occurrence to file your claim in writing with the City.

    All claims made against the City must be filed in accordance with the following:

    Notice of Claim in Writing

    When filing your notice of claim with the City, it must be submitted in writing and contain the following information:

    • name
    • your mailing address
    • your telephone number
    • provide the make, model and year of the vehicle
    • date of occurrence (must include: day, month and year)
    • location of the nearest municipal street address (i.e. 1111 Main Street, Niagara Falls, Ontario) of where this incident happened
    • time of day (include a.m. or p.m.) when this incident happened
    • a brief description of what happened to you, including:
      • which direction were you travelling
      • which side of the street were you on
    • explain why you are making the claim
    • identify the value of loss you are claiming
    • if available, provide copies of any estimates, or paid invoices. If not available at the time of filing your claim, please indicate they will be provided at a later date. Please retain your originals.
    • Include printed PHOTO evidence:
      • a picture of what caused the damage to your vehicle
      • a picture showing the surrounding streetscape of where the incident happened
      • the City is unable to accept photos on a USB key or disc
    • address your letter to the CITY CLERK
    • the owner of the vehicle must sign the letter
    • date your letter

    Please note:

    1. Claims must be submitted in writing and cannot be accepted through email or fax.
    2. Registered mail is deemed received by the City Clerk’s office when they affix their date stamp to your letter NOT when it is received by the Post Office.
    3. If any of the requested information is missing in your notice letter, this will delay processing your claim.
    4. There is NO claim form on the City’s website or at City Hall.

    Serving your Claim on the City

    Claims must be delivered either in person or by Registered Mail to:

    Attention: City Clerk
    The Corporation of the City of Niagara Falls
    Clerk’s Department
    4310 Queen Street
    P.O. Box 1023
    Niagara Falls, Ontario
    L2E 6X5

    SPECIAL NOTE DURING COVID-19

    When delivering your notice of claim letter in person please use one of two secure Exterior Dropboxes located at City Hall, 4310 Queen Street.

    The drop box to be used says "Payments Only No Cash". Drop Boxes are found:

    • Erie Avenue at City Hall
    • Main Entrance at City Hall

    The secure exterior drop box is available 24-7 and is emptied between 8:30 am to 4:30 pm Monday to Friday, and therefore, it not necessary to come inside City Hall.

    City Hall is open Monday to Friday from 8:30 a.m. to 4:30 p.m.

    Should you have any questions please contact the Risk Management Administrator at 905-356-7521, extension 6700.

  • Accident with a City vehicle or Niagara Falls Transit bus

    Contact and Report the Incident to your Insurance Representative

    In the Province of Ontario individuals are to deal with their own insurance company for physical damage sustained to their vehicles. If your vehicle was damaged in an auto collision with a City vehicle including a Niagara Falls Transit bus you must contact and report the damage to your insurance company or broker right away, as required by the no-fault auto insurance legislation in Ontario. Your insurance company will contact the City to confirm details of the incident.

  • Storm Event

    Contact your Insurance Representative

    If you have suffered a sewer backup, flooding or a City tree damaged your home, you should contact your insurance company or broker right away.

    You should refer to your homeowner’s insurance policy as your insurance company may be able to help recover the costs of your damages.

    Begin to:

    • take photos and/or video of the damage.
    • Make an itemized list of what has been damaged.

    This will be helpful when making an insurance claim with your insurance company.

    Should your insurance company believe the City is responsible for the loss, the insurer may seek compensation against the City on your behalf.

    See the "Damage to my Home" section for the following claims:

    • Sewer backup claim
    • Flooding claim
    • Tree damaged home

    Should you have any questions please contact the Risk Management Administrator at 905-356-7521, extension 6700.

  • Claim for Injury

    All claims made against the City must be filed in accordance with the following:

    Time Limits for Filing a Claim

    If your claim involves the maintenance of a highway (including sidewalks or boulevards) pursuant to the Municipal Act, 2001 section 44 (10), you have ten (10) calendar days from the date of the occurrence to file your claim in writing with the City.

    Notice of Claim in Writing

    When filing your notice of claim with the City, it must be submitted in writing and contain the following information:

    • name
    • your mailing address
    • your telephone number
    • date of occurrence (must include: day, month and year)
    • location of the nearest municipal street address (i.e. 1111 Main Street, Niagara Falls, Ontario) of where this incident happened
    • time of day (include a.m. or p.m.) when this incident happened
    • a brief description of what happened to you, including:
      • which direction were you travelling
      • which side of the street were you on
    • explain why you are making the claim
    • identify the value of loss you are claiming
    • if available, provide copies of any estimates, or paid invoices. If not available at the time of filing your claim, please indicate they will be provided at a later date. Please retain your originals.
    • Include printed PHOTO evidence:
      • a picture of what caused your injury
      • a picture of the surrounding streetscape including what caused your injury
      • pictures of your injuries
      • the City is unable to accept photos on a USB key or disc
    • Address your letter to the CITY CLERK
    • sign your letter
    • date your letter

    Please note:

    1. Claims must be submitted in writing and cannot be accepted through email or fax.
    2. Registered mail is deemed received by the City Clerk’s office when they affix their date stamp to your letter NOT when it is received by the Post Office.
    3. If any of the requested information is missing in your notice letter, this will delay processing your claim.
    4. There is NO claim form on the City’s website or at City Hall.

    Serving your Claim on the City

    Claims must be delivered either in person or by Registered Mail to:

    Attention: City Clerk
    The Corporation of the City of Niagara Falls
    Clerk’s Department
    4310 Queen Street
    P.O. Box 1023
    Niagara Falls, Ontario
    L2E 6X5

    SPECIAL NOTE DURING COVID-19

    When delivering your notice of claim letter in person please use one of two secure Exterior Dropboxes located at City Hall, 4310 Queen Street.

    The drop box to be used says "Payments Only No Cash". Drop Boxes are found:

    • Erie Avenue at City Hall
    • Main Entrance at City Hall

    The secure exterior drop box is available 24-7 and is emptied between 8:30 am to 4:30 pm Monday to Friday, and therefore, it not necessary to come inside City Hall.

    City Hall is open Monday to Friday from 8:30 a.m. to 4:30 p.m.

    Should you have any questions please contact the Risk Management Administrator at 905-356-7521, extension 6700.

  • Injury on Niagara Falls Transit bus

    All claims made against the City must be filed in accordance with the following:

    Time Limits for Filing a Claim

    If your claim involves the maintenance of a highway (including sidewalks or boulevards) pursuant to the Municipal Act, 2001 section 44 (10), you have ten (10) calendar days from the date of the occurrence to file your claim in writing with the City.

    Notice of Claim in Writing

    When filing your notice of claim with the City, it must be submitted in writing and contain the following information:

    • name
    • your mailing address
    • your telephone number
    • date of occurrence (must include: day, month and year)
    • provide bus route number
    • provide bus number, if available
    • provide the nearest municipal street address (i.e. 1111 Main Street, Niagara Falls, Ontario) of where this incident happened
    • time of day (include a.m. or p.m.) when this incident happened
    • a brief description of what happened to you, including:
      • Did the incident happen before boarding the bus or after you exited the bus?
        • were you on the sidewalk
        • were you on the boulevard
        • were you on the roadway
      • Did the incident occur on the bus?
        • were you seated or standing on the bus
        • describe where you were on the bus
    • explain why you are making the claim
    • identify the value of loss you are claiming
    • if available, provide copies of any estimates, or paid invoices. If not available at the time of filing your claim, please indicate they will be provided at a later date. Please retain your originals.
    • Include printed PHOTO evidence:
      • a picture of your injuries
      • the City is unable to accept photos on a USB key or disc
    • Address your letter to the CITY CLERK
    • sign your letter
    • date your letter

    Please note:

    1. Claims must be submitted in writing and cannot be accepted through email or fax.
    2. Registered mail is deemed received by the City Clerk’s office when they affix their date stamp to your letter NOT when it is received by the Post Office.
    3. If any of the requested information is missing in your notice letter, this will delay processing your claim.
    4. There is NO claim form on the City’s website or at City Hall.

    Serving your Claim on the City

    Claims must be delivered either in person or by Registered Mail to:

    Attention: City Clerk
    The Corporation of the City of Niagara Falls
    Clerk’s Department
    4310 Queen Street
    P.O. Box 1023
    Niagara Falls, Ontario
    L2E 6X5

    SPECIAL NOTE DURING COVID-19

    When delivering your notice of claim letter in person please use one of two secure Exterior Dropboxes located at City Hall, 4310 Queen Street.

    The drop box to be used says "Payments Only No Cash". Drop Boxes are found:

    • Erie Avenue at City Hall
    • Main Entrance at City Hall

    The secure exterior drop box is available 24-7 and is emptied between 8:30 am to 4:30 pm Monday to Friday, and therefore, it not necessary to come inside City Hall.

    City Hall is open Monday to Friday from 8:30 a.m. to 4:30 p.m.

    Should you have any questions please contact the Risk Management Administrator at 905-356-7521, extension 6700.

  • Construction Projects

    If your home has suffered damage from a City construction project, please contact:

    • Municipal Works at 905-356-7521 x. 4211 or x. 4212
    • ask to speak to the assigned City Project Manager
    • Municipal Works has a “Construction Related Notice of Claim” form which may be applicable in your situation

    If the damage is extensive (i.e. sewer backup or flooding) you should contact your insurance company or broker right away, and refer to your homeowner's insurance policy. Should your insurance company believe the City is responsible for the loss, the insurer may seek compensation against the City on your behalf.

    If your vehicle has been damaged you must contact and report the damage to your insurance company or broker right away, as required by the no-fault auto insurance legislation in Ontario. In the Province of Ontario individuals are to deal with their own insurance company for physical damage sustained to their vehicles.

Submitting your Claim

Prepare your notice of claim letter in writing and deliver either in person or by Registered Mail to:

Attention: City Clerk
The Corporation of the City of Niagara Falls
City Clerk's Office
4310 Queen Street
P.O. Box 1023
Niagara Falls, Ontario
L2E 6X5

The City will not accept claims sent by FAX or EMAIL

Registered mail is deemed received by the City Clerk’s office when they affix their date stamp to your letter NOT when it is received by the Post Office.

City Hall is open Monday to Friday from 8:30 a.m. to 4:30 p.m.

Contacting Your Own Insurance Company

Risk Management recognizes that suffering a loss can be upsetting, it is important to know that the City is not your insurer. If you have an automobile or property insurance policy, we suggest that you report the incident to your insurance company or broker right away. Should your insurance company believe the City is responsible for the loss, the insurer may seek compensation against the City on your behalf.

What Happens Once I Submit my Claim?

When you deliver your notice of claim letter to the City Clerk’s office it will be sent to the Risk Manager for review.

The Risk Manager will let you know if your claim will be handled either by:

  • the Risk Manager, or
  • the City's independent claims adjuster.

If your claim is sent to the independent claims adjuster a representative from the adjusting firm will contact you and conduct an investigation into the facts and circumstances of your incident. All future dealings regarding the claim will be between you and the independent claims adjuster.

The use of profanity, abuse, threats, bullying or harassment to the independent claims adjuster or City Staff will not be tolerated in accordance with the City's Respect in the Workplace (Harassment Prevention) Policy 400.21, the City’s Workplace Violence Prevention Policy 400.26,  Ontario Human Rights Code and the Occupational Health & Safety Act.

Claim Review

The Risk Manager or the independent claims adjuster will conduct an investigation into the facts and circumstances of your incident to determine if the City is legally liable for damages.

A complete review of your claim usually takes approximately six to eight weeks.  Please note the response time may vary depending upon the complexity of your claim and the availability of information.

You will be advised in writing of the outcome of your claim.  Your claim will only be paid if the City is legally liable.

Decision

A submission of a claim does not constitute acceptance of liability on the part of the City.

You will be advised in writing about the outcome of your claim. 

Your claim will only be paid if the City is legally liable.

Can I Appeal the Decision?

Should you wish to appeal a decision concerning your claim:

  1. Put your concern(s) in writing along with any new evidence and send it either to the independent claims adjuster or the Risk Manager. The independent claims adjuster will reopen the claim file and investigate the concerns OR 
  2. Seek independent legal advice about how to bring a legal action against the City.

Claims involving Niagara Region, Niagara Parks Commission or the Ministry of Transportation (MTO)

  • For claims involving Regional roads or infrastructure, contact The Regional Municipality of Niagara (Niagara Region) at 905-980-6000
  • For claims involving roads (i.e. Niagara River Parkway) or infrastructure belonging to the Niagara Parks Commission, contact Niagara Parks Commission (NPC) at 905-356-2241 ask for Risk Management
  • For claims involving provincial highways (Hwy 420, QEW, etc) or infrastructure, contact the Ministry of Transportation (MTO)