Item - 2011.CC13.1

Tracking Status

  • City Council adopted this item on October 24, 2011 with amendments.

CC13.1 - "Potholes, Floods and Broken Branches: How the City Handles your Claims" - An Investigation into the Processing of Third Party Liability Claims under $10,000

Decision Type:
ACTION
Status:
Amended
Wards:
All

City Council Decision

City Council on October 24 and 25, 2011, adopted the following:

 

1.         City Council endorse the findings of the Ombudsman in her Investigation Report (October 17, 2011).

 

2.         City Council refer the letter (October 25, 2011) from the City Manager [CC13.1a] together with the following motions by Councillor Paula Fletcher, to the Government Management Committee for consideration:

 

            Moved by Councillor Paula Fletcher:

 

                        That:

 

a.         City Council direct the City Manager to review the contract with the "contracted service provider" to determine if the adjuster's fee of $195 per desktop claim is an industry standard that ensures claimants are treated fairly.

 

b.         City Council direct the City Manager to establish one window for Councillor enquiries regarding constituents concerned over insurance claims.

 

3.         City Council request the City Manager to report to the Government Management Committee on progress implementing the work plan to address the Ombudsman's recommendations, as outlined in the letter (October 25, 2011) from the City Manager [CC13.1a].

 

4.         City Council request the City Manager to consider the Ombudsman's recommendations when scoping the terms of reference for the next Request for Proposals for Adjusting Services and to place appropriate weight to customer service in scoring and evaluating the responses to the Request for Proposals.

Background Information (City Council)

(October 17, 2011) Covering Report from the Ombudsman, submitting an Investigation Report, headed "Potholes, Floods and Broken Branches: How the City handles your Claims" (CC13.1)
https://www.toronto.ca/legdocs/mmis/2011/cc/bgrd/backgroundfile-41749.pdf
(October 17, 2011) Investigation Report from the Ombudsman, headed "Potholes, Floods and Broken Branches: How the City handles your Claims" - REVISED
https://www.toronto.ca/legdocs/mmis/2011/cc/bgrd/backgroundfile-41751.pdf
(October 25, 2011) Letter from the City Manager (CC13.1a)
https://www.toronto.ca/legdocs/mmis/2011/cc/bgrd/backgroundfile-41963.pdf

Motions (City Council)

1a - Motion to Amend Item (Additional) moved by Councillor Paula Fletcher (Carried)

That City Council endorse the findings of the Ombudsman in her Investigation Report.

Vote (Amend Item (Additional)) Oct-25-2011 5:28 PM

Result: Carried Majority Required - CC13.1 - Fletcher - motion 1a
Total members that voted Yes: 36 Members that voted Yes are Paul Ainslie, Maria Augimeri, Ana Bail„o, Michelle Berardinetti, Shelley Carroll, Raymond Cho, Josh Colle, Gary Crawford, Vincent Crisanti, Janet Davis, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, Paula Fletcher, Doug Ford, Mary Fragedakis, Doug Holyday, Norman Kelly, Mike Layton, Chin Lee, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Peter Milczyn, Ron Moeser, Frances Nunziata (Chair), Cesar Palacio, John Parker, Gord Perks, Anthony Perruzza, Jaye Robinson, David Shiner, Karen Stintz, Michael Thompson, Adam Vaughan, Kristyn Wong-Tam
Total members that voted No: 0 Members that voted No are
Total members that were Absent: 9 Members that were absent are Glenn De Baeremaeker, John Filion, Rob Ford, Mark Grimes, Gloria Lindsay Luby, Giorgio Mammoliti, Josh Matlow, Denzil Minnan-Wong, James Pasternak

1b - Motion to Amend Item (Additional) moved by Councillor Paula Fletcher (Referred)

That City Council direct the City Manager to review the contract with the "contracted service provider" to determine if the adjuster's fee of $195 per desktop claim is an industry standard that ensures claimants are treated fairly.

 

Referred by motion 1d by Councillor Fletcher.


1c - Motion to Amend Item (Additional) moved by Councillor Paula Fletcher (Referred)

That City Council direct the City Manager to establish one window for Councillor enquiries regarding constituents concerned over insurance claims.

 

Referred by motion 1d by Councillor Fletcher.


1d - Motion to Amend Item (Additional) moved by Councillor Paula Fletcher (Carried)

That City Council refer the letter (October 25, 2011) from the City Manager [CC13.1a] together with motions 1b and 1c by Councillor Paula Fletcher, to the Government Management Committee for consideration.

Vote (Amend Item (Additional)) Oct-25-2011 5:29 PM

Result: Carried Majority Required - CC13.1 - Fletcher - motion 1d
Total members that voted Yes: 37 Members that voted Yes are Paul Ainslie, Maria Augimeri, Ana Bail„o, Michelle Berardinetti, Shelley Carroll, Raymond Cho, Josh Colle, Gary Crawford, Vincent Crisanti, Janet Davis, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, Paula Fletcher, Doug Ford, Mary Fragedakis, Doug Holyday, Norman Kelly, Mike Layton, Chin Lee, Josh Matlow, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Peter Milczyn, Ron Moeser, Frances Nunziata (Chair), Cesar Palacio, John Parker, Gord Perks, Anthony Perruzza, Jaye Robinson, David Shiner, Karen Stintz, Michael Thompson, Adam Vaughan, Kristyn Wong-Tam
Total members that voted No: 0 Members that voted No are
Total members that were Absent: 8 Members that were absent are Glenn De Baeremaeker, John Filion, Rob Ford, Mark Grimes, Gloria Lindsay Luby, Giorgio Mammoliti, Denzil Minnan-Wong, James Pasternak

2 - Motion to Amend Item (Additional) moved by Councillor Joe Mihevc (Carried)

That City Council request the City Manager to report to the Government Management Committee on progress with implementing the work plan to address the Ombudsman's recommendations outlined in the letter (October 25, 2011) from the City Manager [CC13.1a].

Vote (Amend Item (Additional)) Oct-25-2011 5:30 PM

Result: Carried Majority Required - CC13.1 - Mihevc - motion 2
Total members that voted Yes: 37 Members that voted Yes are Paul Ainslie, Maria Augimeri, Ana Bail„o, Michelle Berardinetti, Shelley Carroll, Raymond Cho, Josh Colle, Gary Crawford, Vincent Crisanti, Janet Davis, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, Paula Fletcher, Doug Ford, Mary Fragedakis, Doug Holyday, Norman Kelly, Mike Layton, Chin Lee, Josh Matlow, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Peter Milczyn, Ron Moeser, Frances Nunziata (Chair), Cesar Palacio, John Parker, Gord Perks, Anthony Perruzza, Jaye Robinson, David Shiner, Karen Stintz, Michael Thompson, Adam Vaughan, Kristyn Wong-Tam
Total members that voted No: 0 Members that voted No are
Total members that were Absent: 8 Members that were absent are Glenn De Baeremaeker, John Filion, Rob Ford, Mark Grimes, Gloria Lindsay Luby, Giorgio Mammoliti, Denzil Minnan-Wong, James Pasternak

3 - Motion to Amend Item (Additional) moved by Councillor Janet Davis (Carried)

That City Council request the City Manager to consider the recommendations of the Ombudsman's report when scoping the terms of reference for the next Request for Proposals for Adjusting Services and to place appropriate weight to customer service in scoring and evaluating the responses to the RFP.

Vote (Amend Item (Additional)) Oct-25-2011 5:31 PM

Result: Carried Majority Required - CC13.1 - Davis - motion 3
Total members that voted Yes: 34 Members that voted Yes are Paul Ainslie, Maria Augimeri, Ana Bail„o, Michelle Berardinetti, Shelley Carroll, Raymond Cho, Josh Colle, Gary Crawford, Janet Davis, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, Paula Fletcher, Doug Ford, Mary Fragedakis, Doug Holyday, Norman Kelly, Mike Layton, Chin Lee, Josh Matlow, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Peter Milczyn, Frances Nunziata (Chair), John Parker, Gord Perks, Anthony Perruzza, Jaye Robinson, David Shiner, Karen Stintz, Michael Thompson, Adam Vaughan, Kristyn Wong-Tam
Total members that voted No: 3 Members that voted No are Vincent Crisanti, Ron Moeser, Cesar Palacio
Total members that were Absent: 8 Members that were absent are Glenn De Baeremaeker, John Filion, Rob Ford, Mark Grimes, Gloria Lindsay Luby, Giorgio Mammoliti, Denzil Minnan-Wong, James Pasternak

Motion to Adopt Item as Amended (Carried)

Vote (Adopt Item as Amended) Oct-25-2011 5:32 PM

Result: Carried Majority Required - CC13.1 - Adopt the item as amended
Total members that voted Yes: 37 Members that voted Yes are Paul Ainslie, Maria Augimeri, Ana Bail„o, Michelle Berardinetti, Shelley Carroll, Raymond Cho, Josh Colle, Gary Crawford, Vincent Crisanti, Janet Davis, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, Paula Fletcher, Doug Ford, Mary Fragedakis, Doug Holyday, Norman Kelly, Mike Layton, Chin Lee, Josh Matlow, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Peter Milczyn, Ron Moeser, Frances Nunziata (Chair), Cesar Palacio, John Parker, Gord Perks, Anthony Perruzza, Jaye Robinson, David Shiner, Karen Stintz, Michael Thompson, Adam Vaughan, Kristyn Wong-Tam
Total members that voted No: 0 Members that voted No are
Total members that were Absent: 8 Members that were absent are Glenn De Baeremaeker, John Filion, Rob Ford, Mark Grimes, Gloria Lindsay Luby, Giorgio Mammoliti, Denzil Minnan-Wong, James Pasternak

Motion to End Debate moved by Councillor Ron Moeser (Carried)

That in accordance with the provisions of Chapter 27, Councl Procedures, City Council end the debate on Item CC13.1 and take the vote immediately.

Vote (End Debate) Oct-25-2011 5:25 PM

Result: Carried Two-Thirds Required - CC13.1 - Moeser - End debate
Total members that voted Yes: 24 Members that voted Yes are Paul Ainslie, Maria Augimeri, Michelle Berardinetti, Shelley Carroll, Raymond Cho, Gary Crawford, Vincent Crisanti, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, Doug Ford, Norman Kelly, Mike Layton, Chin Lee, Peter Milczyn, Ron Moeser, Frances Nunziata (Chair), Cesar Palacio, John Parker, Gord Perks, Jaye Robinson, David Shiner, Karen Stintz, Michael Thompson
Total members that voted No: 9 Members that voted No are Josh Colle, Paula Fletcher, Mary Fragedakis, Doug Holyday, Pam McConnell, Joe Mihevc, Anthony Perruzza, Adam Vaughan, Kristyn Wong-Tam
Total members that were Absent: 12 Members that were absent are Ana Bail„o, Janet Davis, Glenn De Baeremaeker, John Filion, Rob Ford, Mark Grimes, Gloria Lindsay Luby, Giorgio Mammoliti, Josh Matlow, Mary-Margaret McMahon, Denzil Minnan-Wong, James Pasternak

Motion to Extend Speaking Time (Carried)

Speaker Nunziata proposed that Councillor Fletcher's speaking time be extended so that she could complete her remarks.

Vote (Extend Speaking Time) Oct-25-2011 12:17 PM

Result: Carried Majority Required - CC13.1 - extend Councillor Fletcher's speaking time
Total members that voted Yes: 30 Members that voted Yes are Paul Ainslie, Maria Augimeri, Ana Bail„o, Shelley Carroll, Raymond Cho, Gary Crawford, Vincent Crisanti, Janet Davis, Frank Di Giorgio, Paula Fletcher, Doug Ford, Rob Ford, Mary Fragedakis, Norman Kelly, Chin Lee, Gloria Lindsay Luby, Giorgio Mammoliti, Josh Matlow, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Ron Moeser, Frances Nunziata (Chair), Cesar Palacio, James Pasternak, Gord Perks, Jaye Robinson, Karen Stintz, Adam Vaughan, Kristyn Wong-Tam
Total members that voted No: 0 Members that voted No are
Total members that were Absent: 15 Members that were absent are Michelle Berardinetti, Josh Colle, Glenn De Baeremaeker, Mike Del Grande, Sarah Doucette, John Filion, Mark Grimes, Doug Holyday, Mike Layton, Peter Milczyn, Denzil Minnan-Wong, John Parker, Anthony Perruzza, David Shiner, Michael Thompson
Source: Toronto City Clerk at www.toronto.ca/council