Tenant Updates
Update to APOLLO’s Claims Handling Partner – January 2026
Dear Valued Customer,
We wanted to remind you of an important update regarding your claims experience with APOLLO. As part of our commitment to providing faster response times, streamlined processes, and an improved digital experience, APOLLO has partnered with IPG Claims as our new third-party administrator for claims handling from 1st January 2026.
Insurance is about protecting what matters most, and we take seriously the responsibility to be there when the unexpected happens. Claims are the moment when the “rubber hits the road,” and this partnership is designed to make that experience even better for you and this change does not alter your policy, coverage, premiums or rights under your contract with us.
Thank you for your continued trust in APOLLO. We look forward to serving you with enhanced efficiency and care.
Why we chose IPG:
A strong national presence with centralized resources to support efficient claims handling
A customer-centric model focused on timely communication and clear guidance
Enhanced ability to streamline the claims process through desktop adjusting
A modern technology platform that aligns with APOLLO’s vision for simple, intuitive online claims reporting
Who is IPG?
IPG Claims is a leading Canadian claims management organization known for its responsiveness, clear communication, and ability to support digital-first insurers. Their team specializes in delivering consistent, fair, and efficient claims outcomes.
Existing claims
All open claims made before 1st January 2026 will continue to be handled by Maxwell, our existing claims provider, until resolution. All claims made after 31st December 2025 will be handled by IPG Claims.
How to report a claim
Should you experience a loss, go to our website and everything you need to know will be there for you https://apollocover.com/claims.
Details on how to submit a claim are also contained within your policy documents.
If you require further guidance, please contact your insurance broker who can guide you through initial steps, help answer questions, and ensure the claim is submitted correctly to get the process started as quickly as possible.
We look forward to continuing to improve your experience and deliver the level of service you deserve. Thank you again for choosing APOLLO. Sincerely, APOLLO Insurance Claims Team
Sincerely,
APOLLO Insurance Claims Team
Important Updates to Your Policy Wording – August 2025
We're excited to announce some important updates to our policy wording.
These changes are designed to balance comprehensive coverage with affordability, ensuring we can continue to offer competitive rates while effectively managing risks.
We always recommend that you review your working and consult with your insurance broker.
Here's a summary of the key changes:
Additional Living Expenses (ALE) Coverage Enhancement: "Loss of Use" Deemed "Unfit for Occupancy"
APOLLO leads the industry with this is an enhancement to your coverage, providing greater clarity and protection in situations where your dwelling becomes uninhabitable even without direct physical damage:
Enhanced Coverage: Our wording now clarifies that if your dwelling is "reasonably inaccessible" due to an insured peril, it is deemed "unfit for occupancy," triggering your ALE coverage.
This means that if, as a direct result of an insured peril, your home becomes functionally unusable – for example, if elevators are inoperable making your unit inaccessible (five or more flights of stairs required), or if essential services like water, electricity, heating, or cooling are lost – you will be covered for necessary increased living expenses, even if there's no direct physical damage to your unit. This ensures you're protected when real-life disruptions prevent you from safely using your home.
2. Bikes, E-Bikes, Scooters, & E-Scooters Coverage Adjustments
To ensure we can continue to include coverage for these items sustainably within your base policy, we've made some adjustments:
New base limit: The default coverage limit for bikes, e-bikes, scooters, and e-scooters will be adjusted to $1,000.
Enhanced Options: You can upgrade your coverage to higher limits for an additional premium, starting at just $36 per year.
This adjustment helps us maintain affordable base pricing for all policyholders, as high-frequency theft claims for these items have impacted overall costs.
3. Premises Definition and Off-Premises Property
We've refined our definition of "premises" to clarify coverage for certain areas:
Wording Change: "Assigned storage units" and "Assigned parking spots" will now fall under "Personal Property Away From Your Premises" coverage, rather than being considered part of your insured premises. This is because these areas often lack the same security as your main dwelling and are not primarily used for storing insured property.
New base limit: The default coverage limit for off-premises property will be adjusted to $1,000.
New minimum deductible $1,000: For any theft as a result of a vehicle break-in.
Enhanced Options: You have the option to upgrade this coverage to higher limits for an additional premium, starting at just $46 per year..
While competitors often charge extra for any off-premises coverage, we continue to include it in your basic package. These updates ensure we can offer this coverage sustainably without impacting base pricing due to claims in these higher-risk areas.
4. Business Equipment Coverage for Contractors
For clarity and to ensure specialized equipment is appropriately covered, we've made changes regarding business equipment:
Wording change: Coverage for tools and business equipment used by contractors and gig-economy workers will now be limited to on-premises only.
Important Note: Students will continue to have coverage for their books, tools, instruments, computers, and software both on and temporarily away from their premises.
This change is made because business equipment used in the field or stored in a vehicle is best covered under a commercial insurance policy, such as a Business Owner's Policy (BOP), which is specifically designed for those needs. We believe it makes sense to provide coverage for business equipment kept at home, supporting those who work from home or occasionally store business items on their premises, as this allows us to have more certainty about security levels.
We believe these updates will enhance our offering by providing flexible options and maintaining sustainable pricing.
If you have any questions about these changes or wish to discuss upgrading your coverage, please don't hesitate to contact us. CONTACT US