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From the City of Ottawa
Image from CBC News
General Mailout Information
Ottawa – Ottawa residents can expect letters from Service Line Warranties of Canada (SLWC) to reach their mailboxes in the coming weeks. The letters will provide homeowners with detailed information related to the optional and voluntary Service Line Warranties program, including coverage options and the enrollment process for interested residents. Water and sewer/septic service lines, including the stormwater sewer line, connect a homeowner’s property to the City’s water and wastewater systems. Homeowners are responsible for repairs to the portion of the service lines located on their property. If a leak, break or clog occurs in the private portion of these lines, the homeowner is responsible for hiring a plumber and paying any of the associated repair costs. The City of Ottawa is endorsing the SLWC program to offer Ottawa homeowners voluntary and optional protection plans to assist in the costs of possible future repairs. This warranties program will help address issues such as unpredictable failure, aging infrastructure and the high cost of repair. The letters from SLWC are being mailed in phases and will reach the mailboxes of all eligible residents by mid-summer. Did you know?
Ottawa is one of 79 municipalities endorsing the SLWC program.
Repair or replacement can cost hundreds to thousands of dollars depending on the nature of the work required.
SLWC provides 24/7/365 customer service, including weekends and holidays, to support homeowners in the event of an emergency.
For more information about the Service Line Warranties program, visit ottawa.ca/slwp and check out the frequently asked questions to see if this program is right for you. For more information on City programs and services, visit ottawa.ca, call 3-1-1 (TTY: 613-580-2401) or 613-580-2400 to contact the City using Canada Video Relay Service. You can also connect with us through Facebook, Twitter and Instagram.
Does my home insurance already cover this?
Does my home insurance cover exterior water and sewer service lines?
Maybe. Homeowners are encouraged to contact their insurance provider to understand if their policy covers repairs to the exterior water and sewer service lines due to normal wear and tear, whether or not additional coverage can be added to their policy and at what cost, and their responsibilities in the event of a private water or sewer service line failure. If the policy does not cover the repair of water and sewer/septic service lines, homeowners may wish to consider alternatives.
Are SLWC’s protection plans considered insurance?
No. SLWC offers service plans as an independent private provider. Although the plans use terms like deductible, coverage and exclusions, the plans are not insurance, but a contractual pledge to arrange a contractor to repair your water and sewer/septic service lines.
How is insurance different from the plans offered by Service Line Warranties of Canada?
Insurance provides the ability to transfer the potential financial consequences of a loss to an insurance company, in exchange for a policy premium. When an accident occurs, insurance is intended to cover the costs to put the policy holder back in the same financial position they were in right before the event occurred. Insurance coverage is subject to the terms and conditions of the policy issued and may not respond to all events. For more information about insurance coverage for the private portion of water and sewer service lines, property owners are encouraged to contact their insurance provider to understand the extent of their policy coverage, and their responsibilities in the event of a private water or sewer service line failure.
Service Line Warranties of Canada provides services in the event of the failure of a private water or sewer service line due to wear and tear. Should a service line fail, Service Line Warranties of Canada will coordinate any covered repairs with their network of qualified and insured local contractors. Their contractor will obtain the necessary permits, locates and will perform the repair or replacement of the service line. Service Line Warranties of Canada will also pay the contractor directly, up to your plan’s benefit amount.
Communications and Outreach
Will I receive a phone call or door-to-door marketing from SLWC?
No. The agreement between the City and SLWC specifically prohibits telemarketing and door-to-door solicitation practices. If someone comes to your door or calls you directly to enroll, it is not SLWC.
To learn more on how to protect yourself from door-to-door scams, visit, Consumer Awareness or Consumer Protection Ontario(link is external).
Does SLWC provide services in both official languages?
Yes. Under its agreement with the City, SLWC has committed to providing its communications materials and Call Centre services in both official languages.
Did the City of Ottawa provide SLWC with customer mailing information?
No. The City did not sell or otherwise provide resident names or addresses as part of this program. SLWC purchased its records through a third-party which are accessible through public information.
Will all my information be shared with the City of Ottawa?
No. Once enrolled in any of the exterior coverage plans, SLWC will only be sharing your property address with the City of Ottawa to assist with providing timely response and coordinating work which may impact the City's infrastructure.
How can I stop getting mail from SLWC?
If you would prefer to not receive any marketing notifications (such as email, direct mail, or phone calls) from SLWC, please contact SLWC at 1-844-958-0069