There is no greater diversity than in how we choose to live. An investigator will find the most unexpected things in residential claims. Naturally, we have experience in every extreme case: hoarders, undeclared basement businesses, under-the-radar rooming houses, people of every age, hobby and temperament and pets unusual in their type or quantity. Once there was a home taxidermy with a freezer failure -- there is something to learn on every file. We have experience with the most expensive homes and condos with high-tech home automation lighting systems. We have seen an indoor ice skating rink in a home, and apparently the one next door had a shooting range. We have seen 800 Amp electrical services installed in a century home to run the air conditioning. It is into this environment that loss intrudes. Above all, the top priority is to remember that someone lives here.
We have seen every loss type and cause in residential: fire, lighting, power surge, freeze-up, misuse, failure, accident, flood, sewage backup, hurricane, tornado, hail, contractor liability, fraud, and arson.
We have experience with small or older homes where its services have been stretched with an abundance of extension cords and power bars, or mattresses everywhere (even in the closets). It is in the most cluttered environments that we find more discount-store appliances, extension cords and power bars with counterfeit approvals or no makers marks of any sort. Garage sales only compound and recycle the risks.
Simply put, these losses have more potential to cascade onto other potential claimants. Whether the insured is in the unit with the loss, or a neighbour, careful documentation is required to settle the related claims. High-rise residential is also where more inexperienced, and uninsured tenants have been found. They can pose challenges for recovery as well as provide more opportunities for loss.
One of the most common building uses is a family home that has been partitioned into apartments without regard for the fire code. Fortunately, there has been only one human fatality in all the cases in our experience, but there have been dozens of pet fatalities and a very large number of close calls.
We understand residential structures from years of experience, having built, maintained and repaired residential structures. We understand how the structures are supposed to work, including foundations, weeping tiles, drains, sump holes, sump pumps, load-bearing columns, beams and walls, roofs, eaves troughs, grading, drainage, furnaces, and plumbing. We understand the Canadian climate and why mould will grow in certain areas in the winter with inadequate vapour barrier or insulation or in summer without dehumidification. Sometimes the same house has both summer and winter mould patterns. We understand residential systems -- water meters, washers, dryers, dishwashers, electric and gas ranges, water heaters, water softeners, telephone and lighting systems, computers, gaming systems, networking, entertainment systems, and satellite equipment.
We find the cause. More frequently our experience has been with unusual claims, and "impossible" claims sincerely held by the insured. Often we serve the function of home-owner education. Our reports are written so that they will be understood by the home owner because that is often the fastest route to resolving the matter. Most often the client's primary goal is to resolve the claim prompty and with proper documentation.