We have had home insurance for almost 38 years, and we have never had to make a claim for any issue at all. We had our house for sale for six months, and had been trying to keep it perfect for showings. However, on June 12th I was returning from a nearby town, when my son called to tell me that he had gotten home and water was coming in through his bedroom ceiling. When I arrived at home, we quickly determined that an outside water hose pipe had burst inside the wall, and drenched two rooms and started on a third. I called Aviva late that night, and they started the claim for me, and the customer representative was fantastic to deal with. At 7:00 am the next morning I spoke with their claim representative again, and they said that a flood specialist company would call me right away. Ten minutes later, On Side Restoration called, and said that they would have their Edmonton manager call me as soon as possible. Ten minutes after that, Dave from On Side called me, and we agreed to meet at the house three hours later. Shortly before 10:30 Bradley, our Aviva claims adjuster called to explain the process and alleviate my worries. Bradley was extremely kind to talk with and very considerate of our situation. At 10:30, Dave and his fantastic crew showed up at the house, and started taking down the wet ceiling and walls. Six hours later, they had dehumidifiers and fans, up and working. They also hauled out all the wet drywall and cleaned up everything. The next morning, they removed all the bedroom carpets that they had already rolled up the previous night. Had Aviva and On Side Restoration not responded so quickly, I know our basement would have begun to smell musty, very quickly. As it is, everything was dried within a day, and they continued to dry it for another week. This issue became simply an inconvenience, not the monetary loss it could have been. I very much appreciate Aviva's response, and On Side Restorations response and the magnificent work by their crew to clean up the damage. Within another week they installed new insulation, drywall, had it taped and mudded and then textured the ceilings. By the following weekend, the baseboards, window trim and door trims were installed and everything was painted. On July 21st, Custom Floors Inc. arrived to replace all the basement carpets. They too did an excellent job, and were able to complete the job without making a single mark on our walls during the installation process. Rugo, the manager from Custom Floors and the On Side managers, demolition crew and installers, did better work than anything that I could ever have asked for. I am so thankful to Aviva and their adjuster, Bradley, for helping my family through these five weeks of worry. Because this issue was dealt with so quickly and professionally, we continued to show our house to potential buyers, which enabled us to sell the house to buyers the same day that the carpet was installed. I can honestly say that our experience with Aviva was nothing short of excellent. I believe that our expectations of what we were entitled to were reasonable, and that Aviva dealt with our damages expediently and that they treated us more than fairly. In the end, they did everything that I could have hoped for. Thank you for everything Aviva, On Side and Custom Floors! Paul in Beaumont, Alberta.
