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Help Topics

FAQ About Nuera

How do I know you’re a legit company?

See our “Why Nuera” page for further details about us. We have been in the insurance business for 25 years, and work with the biggest insurance companies in Canada. We are also licensed through the Alberta, Ontario, Manitoba, Saskatchewan and British Columbia Insurance Councils. On the Offer & Acceptance, you will find our license numbers. You can view our Google and Facebook customer reviews or see our “About Nuera” page for further details about us.

Where are you based out of?

We’re proudly a Canadian company, and our head office is located at 25, 6120 2nd Street in Calgary, AB.

What are your hours of operation?

We’re open 8am-6pm MST 7 days a week by phone or chat.

Are you a member of the BBB?

No, because we are governed and audited by the superintendent of insurance. We are also licensed through the Alberta, Ontario, Manitoba, Saskatchewan and British Columbia Insurance Councils. You can view our online customer reviews here.

Can I get a quote on my auto insurance as well?

Yes! If you live in Alberta, you can get an auto insurance quote from us. Contact us to request an auto insurance quote.

Is Nuera an insurance broker or an insurance company?

We are an insurance broker. Nuera works with the largest insurers in the industry to get you the best insurance price, coverage and options out there. The insurance quote you receive is the most price-competitive option for your address, insurance history, and coverage you select.

Can I actually buy a policy online?

Yes, you can buy your policy online! The documents will be sent to your email (not mailed) and coverage will be in force on the date you specified. You don't need to sign any documents, or send anything in to us. We're a true buy-online brokerage.

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FAQ Payments

Can I pay for my insurance monthly, by credit card?

Yes, you can choose to pay for your insurance monthly, and we offer payment by credit card or debit. You can manage your payment method through the online Nuera client portal.

Can I change my monthly payment date?

Yes, you can change the date by emailing, chatting or calling us. If you cannot make a payment, please email payments@nuerainsurance.ca using the email on your customer account. They will do their best to accommodate your request.

Can I switch my payment option?

Yes. If you are setup with monthly payments, you can switch to annual payments by contacting us. You can also change your payment method to a credit card, Visa Debit, or bank account by logging into your account and clicking 'Payments'.

Am I able to make a payment in an office by cash, cheque or debit?

No. All payments are taken directly from your credit card or bank account. We do not accept payments at our office.

I can’t make my payment, what can I do?

If you cannot make a payment, please email payments@nuerainsurance.ca using the email on your account. They will do their best to accommodate your request.

I cancelled my policy and it said a refund was due to me. When will I get this?

Refunds are processed 5 business days after the cancellation date. If you have forward-dated a cancellation, you won’t see any refunds until after that date.

I cancelled my policy and a payment still came out. What happened?

If you forward dated a cancellation, or cancelled your policy on the same day as your payment, your regularly scheduled payment will still come out. After the cancellation date has passed, we will calculate all money collected from you and refund any amounts owing within 5 business days.

Are there any additional fees for monthly payments?

We charge 5% finance charge for accounts on monthly pay. We always recommend choosing Annual Pay when able to avoid paying the 5% finance charge.

Do you charge any cancellation fees?

No, we don’t charge any cancellation fees for early cancellation. Our policies are pro-rated, which means you only pay for what you use. If you cancel early and you haven’t used up all the time you paid for, we will send you a refund.

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FAQ Policy

When Does My Policy Go Into Effect?

The policy is effective immediately when you purchase online. Alternatively, you can use the Effective Date calendar on the Quote screen to choose a different date if you do not need your policy right away. Your payment date is also the same day as your effective date (ex. March 1st would mean the 1st of the month is your payment date).

Can I Get a Cheaper Quote?

We can decrease premium by using the following methods:

  • Increase deductible from $500 to $1,000 (we don’t recommend making claims under $1,000 anyways)
  • Bundle your policy with auto insurance to receive a discount
  • If you have previous insurance history on any habitational policy (tenant, condo, home) we can give you an experience discount if you are claims free

Is there anyone I can contact to discuss what coverages I need?

Yes, we are licensed insurance brokers. LiveChat us at any time to discuss your coverage options. You can also call our Live Insurance Advisors at 1-866-683-6444 if you are more comfortable talking to a broker over the phone.

Are there any special limits of insurance?

Yes, items such as jewellery and bicycles will have limitations on what is covered. Check your policy to see specific details on what limits you have or speak with a Nuera Live Advisor. Limit on your policy not high enough? No problem! You can schedule (fancy word for add) items to your policy for an additional cost if you need more coverage.

What’s a deductible?

This is the amount of the claim that you pay out of pocket – non-refundable. We recommend higher deductibles so that you can save on your monthly premium. It’s not worth putting in small claims around the same amount as your deductible, since your insurance will increase for the next 5 years by doing so.

What does Liability insurance cover?

Liability insurance includes coverage for injury and property damage caused by you (or your family members) to another person that you are legally liable for.

What are additional living expenses?

Additional living expenses covers the extra costs you incur from living in an alternate location while your home is being repaired or if you are evacuated due to a covered loss. This could include hotel costs, additional travel costs, etc.

Does coverage extend to my spouses/common-laws or family's furniture?

Yes. Ensure your limit is high enough to cover their belongings as well.

Does my policy automatically renew every year?

Your policy will automatically renew each term. If you want to cancel the renewal, log in to the customer portal before the renewal date. If you are on monthly payments, we recommend going in at least 5 business days before your next payment so there is enough time to stop it.

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FAQ Claims

I submitted a claim and my adjuster hasn’t contacted me. Now what?

If it’s been more than 12 hours and an adjuster hasn’t contacted you, a member of our team will contact them on your behalf and find out why you haven’t been contacted yet.

Will my premium increase if I make a claim?

Your premium will increase on renewal if you make a claim. You will lose your claims-free discount. Before you submit a claim, you can always talk to a Live Advisor to get advice to see if it’s worth submitting a claim and losing your discount.

How do I submit a claim?

You can submit a claim multiple ways. You can call us at 1-866-683-6444 from 8am-6pm MST. You can login to your account and submit one that way. You can also contact your insurance company’s 24/7 emergency claims line. Their number will be found on your policy or in your account.

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