How a House Fire Changed the Way Stanley Mutual Handles Insurance Claims

What Is the Stanley Mutual Member Care Program?

The Stanley Mutual Member Care Program provides additional support to homeowners after a major insured loss, such as a house fire.

The program was designed to reduce the emotional stress families experience during the insurance claims process by offering extra financial support, clearer communication, and compassionate service.

If a Stanley Mutual home insurance member experiences a qualifying loss, the program may include:

• Trauma counselling support for each household member

• Gift cards for family activities during displacement

• A written claims roadmap explaining what to expect

• Deductible forgiveness for total loss situations

• Restoration funds for damaged family photos or videos

• Guarantees on contractor repairs

These benefits are designed to help families focus on recovery while we focus on rebuilding.

The Moment That Changed Our Approach to Insurance Claims

In 2018, a few years after joining Stanley Mutual Insurance, CEO Greg Dunlap had an experience that would permanently shape how our company supports members after a loss.

One day, a colleague mentioned that a total loss house fire claim had occurred. Later that afternoon, Greg decided to drive past the property to see the situation firsthand.

When he arrived, he saw the homeowner standing in the remains of his home.

The man was holding a stuffed bunny.

Greg introduced himself and learned the homeowner’s family was staying in a hotel nearby. His youngest daughter couldn’t sleep without her stuffed bunny, so he had returned to search through the rubble hoping to find it.

The moment was deeply human.

As insurers, we often think in terms of property loss, rebuilding costs, and claim settlements. But for families living through it, the experience is traumatic.

That day changed how we viewed our role.

Why Home Insurance Should Support Families After a Loss

Traditional home insurance claims processes focus on repairing or replacing damaged property. While this is essential, it does not always address the emotional stress that families face after a disaster.

When a house fire happens, families may experience:

• sudden displacement

• emotional shock

• uncertainty about the future

• disruption to children’s routines

• loss of irreplaceable personal items

At Stanley Mutual, we believe insurance should help people recover, not just rebuild structures.

That belief led directly to the creation of the Member Care Program.

How Stanley Mutual Supports Homeowners After a Fire or Major Loss

After returning to the office the next day, Greg drafted what would become the Stanley Mutual Member Care Program, which added several unique supports for members experiencing a loss.

Key features include:

Trauma Support Coverage

• If an insured loss requires a family to leave their home for seven nights or more, Stanley Mutual provides up to $250 per household member for trauma counselling.

Family Activity Gift Cards

• When Additional Living Expense coverage is triggered, members receive $250 in gift cards of their choice to help families reconnect through activities such as dinners, movies, or outings.

A Clear Claims Roadmap

• Our claims team provides a written plan explaining the claims process, so members understand the steps involved in rebuilding their home.

Natural Disaster Deductible Protection

• If a single natural event results in more than 20 claims from Stanley Mutual members, we will:

  • waive the deductible

  • maintain the member’s claims-free discount at renewal

Photo and Video Restoration

• Members can receive up to $500 to restore personal photos or videos damaged in an insured loss.

Deductible Forgiveness for Total Loss

• If a member experiences a total loss house fire, Stanley Mutual forgives the deductible.

Guaranteed Contractor Work

• Members who use one of our trusted repair contractors receive a one-year workmanship guarantee.

Claim Satisfaction Guarantee

• If Stanley Mutual does not honour our promise in the settlement of a claim, we will refund the policyholder’s premium.

Why Mutual Insurance Companies Can Do Things Differently

Stanley Mutual Insurance is a mutual insurance company, meaning we are owned by our members rather than shareholders.

This structure allows us to prioritize long-term relationships and member wellbeing, rather than short-term profits.

Because of this flexibility, we can introduce programs like the Member Care Program, which focuses on helping people through some of the most difficult moments in their lives.

Home Insurance That Supports New Brunswickers 

Stanley Mutual Insurance has been protecting New Brunswick for generations. From rural communities to growing towns and cities, we understand the unique risks homeowners face in our province, including winter storms, fire loss, and severe weather.

Our New Brunswick home insurance policies are designed to provide strong coverage along with compassionate claims support through programs like the Stanley Mutual Member Care Program.

Whether you live in Fredericton, Saint John, Miramichi, Doaktown, Tabusintac, or a community in between, Stanley Mutual is committed to helping protect what matters most.

Why Compassion Matters in the Insurance Industry

Insurance is often thought of as paperwork, policies, and premiums.

But behind every claim is a family, a home, and a story.

The Stanley Mutual Member Care Program exists because one moment reminded us that people need more than a settlement after a loss.

They need support.

They need clarity.

And sometimes, they just need someone who understands what they are going through.

Stanley Mutual Insurance

Together, We Are Stronger

If you want to learn more about home insurance coverage in New Brunswick or how Stanley Mutual supports members after a loss, contact our team or speak with your local insurance broker.