CNS - Canadian Northern Shield (RSA) Home Insurance Reviews

We were lead to believe through our broker that CNS would be a good company-good bang for the buck. Unfortunately and thru no fault of our own, we had a slow water leak from our dishwasher which sat under our floor until we noticed swelling and buckling to the hardwood. We called and filed a claim. Restoration company did some drying out with fans etc which didn’t work. The adjuster we were assigned worked with us. Very slow process. Poor communication. They did pay the claim but they were only responsible for the first $10,000.00. Our strata insurance picked up the rest and we paid the $1000 deductible. The claim and work ran from Feb-August! We returned home from vacation yesterday and Surprise... the broker contacted us to say we will not be renewed Jan 30th as we have been “dumped” due to a claim in our first year of being their clients. We have carried house insurance for 43 years. Different companies mind you but with the same broker. So, this is very upsetting as we are searching for someone to cover us due to this claim in the last year AND being denied renewal by this CNS company. Very upsetting-very scandalous. When we signed up for coverage by this company last Jan 2019 we were offered a disclaimer if we wished to pay $25 which would prevent us from being hit with an increase in coverage fees should we have a claim in that year. So, again, it sounds like a good deal. Paid the extra $25 but instead of raising our coverage cost they just keep our $25 and DECLINED to reinsure us. Why would a company offer a disclaimer in the first year of being their customer if they won’t cover you if you have a claim! Guess they are pissed due to not being able to increase our coverage costs so they dump us. We have become very conscious of supporting Canadian Companies over the last decade. So when CNS was offered to us we thought, sure, why not. Well, I have given you many reasons “why not”. Beware...

It's the most backward insurance company in Canada. Avoid at all cost. They have hidden costs, avoid providing a binder for mortgage companies, request fees for every move they make. The trick is to insure at first with lower payments and then start charging.

We are currently having our floors redone as we had a water leak. Our floors were levelled before and now they apparently won't be and requires levelling. The flooring company wants $1500 or they will void the warranty. The insurance company won't cover the costs. Complete waste. We will definitely be looking at another Insurance company when this one expires.

CNS suddenly cancelled our insurance with 2 weeks notice, citing "Underwriting" as the reason. I have no idea what that means. Although they happily took our annual premium for 12 months (approximately $800), they felt that a premium refund of $103.00 for the remaining 4 months was sufficient. However, this appears to be a moot point anyway as they give no indication, when or how this refund will occur.

The deductible on the policy is $1000, but a new addendum has been created that states that in the case of water damage, it is $2000. This was never communicated to us, just sneakily imposed. Stay away from this insurance company. There are several that are much better.

We've been paying premiums for decades but had never made an insurance claim until last year when we had a fire that seriously damaged our home. At that point CNS sent their team of preferred suppliers in to assist us. We found ourselves facing off against brokers, adjusters, contractors and suppliers who directly represent CNS interests. We have no one to represent our interests other than ourselves - but we've got no expertise in dealing with insurance or construction issues. How would we know whether the two reconstruction quotes their adjuster had two of their reconstruction contractors come up with is adequate or appropriate? One of their contractors came in and removed our belongings when we weren't there and didn't provide a receipt for the things taken. Our claims for additional living costs were arbitrarily rejected and we have a lawyer who will be pursuing them on that. More than anything we've found them to be bullies who use delays as a means of pressuring and punishing policy holders who don't agree with them. They've consistently shied away from any kind of dialogue that would explain their position. It's not just CNS - their broker, Sea-first, has been no use to us whatsoever and their adjuster, Lindsey, is one of the most obnoxious and offensive people we've ever met. They've gone out of their way to cause us anguish and uncertainty - you have to wonder how they can stay in business.

Six months into my policy, CNS has decided that my house is 'worth more' and want to change my premiums. They have super inflated the value of my house by over $200,000 and I could never sell it for what they 'say' is the replacement value, let alone afford the exorbitant premiums. They also make me pay for 'furs and jewellry' in their household contents section and have given me no choice to delete that since I have none of the above. So they are charging me insurance for contents I don't own and say that is the way the package is. Very poor service and unprofessional---that was my experience.

We had a fire in our home. Not a complete write off mind you but significant smoke and water damage. The company who came to take everything away and make it better, wrote everything off except the kitchen pots and pans, plates and cups. In their haste they left out pieces of furniture on their lists of write offs and failed to include specific details about what they were writing off. ie. " ziploc bag of maps", or X number of books, X number of DVDs. So there was no record of what we actually lost. Then the insurance company takes this incomeplete and vague list of write offs and sends the list to another company who uses a random write down / depreciation formula to further reduce the insurance companies liability in the replacement costs. The formulas were very random and did not allow for the fact that in Canada a swim suit or pair of shorts might only get worn once or twice a year and sometimes not even. But the formula says the life of that garment is 3 years. Anything over 3 years old has no value, according to this company who specializes in assessing values for the insuarnce company.
So first the write down company has incomplete lists and descriptions from the clean up company and secondly their criteria for a write down is completely random and irrelevant to the average home owner. Yes companies do write down assets and depreciate items for valuation purposes but families wear and use things until they wear out, at which time they become painting or work clothes. They still have use and value. Not so with this insuarnce companies process. They write down the home owners write offs to reduce their liability, leaving the home owner to bear the loss. It has been over 60 days since our fire and all we have seen is write off lists and now this multipage " assessment list" where they want us to tell them how old the items on our write off list is. Do you remember when you bought that striped wool neck scarf that you still wear once in a while when it really blows? Of course not.... we can't remember when we bought all our clothes. The insurance company saves money by using bad information calculated with bad formulas and decision criteria. They call this customer service? I don't think so.