Item - 2012.EX18.6

Tracking Status

  • City Council adopted this item on April 10, 2012 without amendments and without debate.
  • This item was considered by Executive Committee on March 19, 2012 and was adopted with amendments. It will be considered by City Council on April 10, 2012.

EX18.6 - Improvements to Insurance Claim Management for Potholes, Sewer and Water Backups, and Tree Limbs (Item BU22.2)

Decision Type:
ACTION
Status:
Adopted on Consent
Wards:
All

City Council Decision

City Council on April 10 and 11, 2012, adopted the following:

 

1.         City Council approve an adjustment to the City Clerk's Office 2012 Operating Budget to reflect the transfer of two staff and associated budgets from other divisions in order to set up an integrated claims registry, and report request unit in 2012 to receive all insurance claims to the City and direct report requests to Parks, Forestry and Recreation, Toronto Water and Transportation Services at the same time as the claim is forwarded to the City's insurance adjuster, with no net financial impact on the City's 2012 Operating Budget.

Background Information (Committee)

(February 23, 2012) Decision Letter from the Budget Committee on Improvements to Insurance Claim Management for Potholes, Sewer and Water Backups, and Tree Limbs
https://www.toronto.ca/legdocs/mmis/2012/ex/bgrd/backgroundfile-45695.pdf
(January 30, 2012) Decision Letter from the Government Management Committee on the City Manager's Work Plan to Address the Ombudsman's Recommendations on Processing Third Party Claims
https://www.toronto.ca/legdocs/mmis/2012/ex/bgrd/backgroundfile-45724.pdf
(January 11, 2012) Report from the City Manager, and the Deputy City Manager and Chief Financial Officer on Improvements to Insurance Claim Management for Potholes, Sewer and Water Backups, and Tree Limbs
https://www.toronto.ca/legdocs/mmis/2012/ex/bgrd/backgroundfile-45723.pdf

EX18.6 - Improvements to Insurance Claim Management for Potholes, Sewer and Water Backups, and Tree Limbs (Item BU22.2)

Decision Type:
ACTION
Status:
Amended
Wards:
All

Committee Recommendations

The Executive Committee recommends that:

 

1.         City Council approve an adjustment to the City Clerk's Office 2012 Operating Budget to reflect the transfer of two staff and associated budgets from other divisions in order to set up an integrated claims registry, and report request unit in 2012 to receive all insurance claims to the City and direct report requests to Parks, Forestry and Recreation, Toronto Water and Transportation Services at the same time as the claim is forwarded to the City's insurance adjuster, with no net financial impact on the City's 2012 Operating Budget.

Decision Advice and Other Information

The Executive Committee requested the City Manager to report to the Executive Committee before Summer, 2012 on ways to improve the supervision of contractors who are working on behalf of the City, so that first quality work is delivered and insurance claims can be avoided.

Origin

(February 23, 2012) Letter from the Budget Committee

Summary

 

This report is to accompany City Council's referral to Government Management Committee of the letter (October 25, 2011) from the City Manager together with Council's requests in response to the (October 17, 2011) Ombudsman Report on an investigation into the processing of third party liability claims under $10,000.

 

Included in this report is a progress report on implementing the work plan for addressing the Ombudsman's recommendations as outlined in the City Manager's letter.  Also addressed are two motions referred to Government Management Committee regarding establishing one window for Councillor enquiries regarding constituents concerned over insurance claims and the adjuster's fee for desktop claims.

 

There are five main claim process improvements being implemented as noted in Attachment 1 of the report (January 11, 2012) from the City Manager and the Deputy City Manager and Chief Financial Officer:  (i) adjuster service standards, (ii) clear language explanations, (iii) claim report management, (iv) claims involving contractors and (v) adjusting services RFP.

 

Background Information

(February 23, 2012) Decision Letter from the Budget Committee on Improvements to Insurance Claim Management for Potholes, Sewer and Water Backups, and Tree Limbs
https://www.toronto.ca/legdocs/mmis/2012/ex/bgrd/backgroundfile-45695.pdf
(January 30, 2012) Decision Letter from the Government Management Committee on the City Manager's Work Plan to Address the Ombudsman's Recommendations on Processing Third Party Claims
https://www.toronto.ca/legdocs/mmis/2012/ex/bgrd/backgroundfile-45724.pdf
(January 11, 2012) Report from the City Manager, and the Deputy City Manager and Chief Financial Officer on Improvements to Insurance Claim Management for Potholes, Sewer and Water Backups, and Tree Limbs
https://www.toronto.ca/legdocs/mmis/2012/ex/bgrd/backgroundfile-45723.pdf

Speakers

Councillor Shelley Carroll
Councillor Paula Fletcher

Motions

1 - Motion to Amend Item (Additional) moved by Councillor David Shiner (Carried)

That the City Manager report to the Executive Committee before Summer, 2012 on ways to improve the supervision of contractors who are working on behalf of the City, so that first quality work is delivered and insurance claims can be avoided.


2 - Motion to Adopt Item as Amended moved by Councillor David Shiner (Carried)
Source: Toronto City Clerk at www.toronto.ca/council