Tarion is responsible for ensuring homeowners receive the coverage they are entitled to under the Act.
A claim is initiated when a homeowner submits a warranty form to their builder and Tarion. Builders then generally have 120 days to resolve any warranted deficiencies. If the homeowner is not satisfied with the resolution, they can call Tarion and request a conciliation inspection within the following 30 days. Our Contact Centre is open Monday to Friday from 9 a.m. to 5 p.m. and the staff is available to schedule conciliation inspections, provide information and respond to questions and concerns.
After a conciliation inspection is scheduled, a member of our Claims staff contacts the homeowner to help them determine whether the item(s) in question is covered under warranty. If it is, the builder will have 30 days to make the repair(s). When this period elapses, we will contact the homeowner to determine the status of the item(s). Should the matter not be resolved, we will re-inspect the home if necessary and work directly with the homeowner to settle the matter.
How We’ve Improved the Claims Process
It is our goal to be both helpful and efficient in our oversight of warranty coverage and to ensure that all parties receive fair treatment. In 2009 we held a series of focus groups to help us understand what we could do to better serve homeowner needs. Many new home buyers expressed a desire for better communication and greater flexibility throughout the claims process.
We looked at how we could improve our services and put several new initiatives in place. These included relaxing our form submission timelines to allow for the acceptance of forms that are received one day late, revision of our homeowner correspondence and the introduction of online warranty management through MyHome.
We also expanded a pilot project that involved calling homeowners who had requested an inspection so we could better understand their concerns. These conversations enabled us to explain available warranty coverage more clearly. In addition, we have made an effort, wherever possible to try and expedite the resolution of claims. More than ever, staff in our Claims, Contact Centre, Builder Relations, and Licensing and Underwriting departments work together to ensure that matters are resolved as frequently as possible without requiring further intervention from Tarion.