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Operator Claims & Reimbursement: Processes + Timelines (Guarantor + Deposit)

Operator claims runbook for Padder Guarantor and Padder Deposit including deadlines, documentation, relisting proof requirements, and payment timelines.

Where to submit

Claims & Reimbursement Centre: https://resources.padder.com/en-ca/requests

Which process to follow (if the tenant has more than one Padder policy)

  • If the tenant(s) in default have Padder Guarantor (with or without Padder Deposit), follow the Padder Guarantor process and timelines, including submitting a Notice of Tenant Default within 45 days of the first missed rent payment..
  • If the tenant(s) in default have only Padder Deposit, follow the Padder Deposit process and timelines. A Notice of Tenant Default is not required.

Padder Guarantor: process + timelines

  1. Enforce your lease (Operator action)
    Follow your standard enforcement process and keep a record of steps taken and tenant communications.
  2. Notify Padder (time-sensitive)
    Submit a Notice of Tenant Default within 45 days of the first missed rent payment.
  3. Padder resolution attempt (Padder action)
    Padder will contact the tenant to attempt resolution and provide updates as available.
  4. Final reimbursement request (once possession is regained)
    Once you’ve regained vacant possession:
    1. Re-list the unit within 7 days
    2. Submit your Reimbursement Request within 60 days
  5. Review + payment (Padder action)
    Padder reviews within 1–3 business days. If approved, payment is issued within 5–10 business days, up to the policy limit.

Requested documentation for Notice of Tenant Default

  • Tenant communication log (recommended): email thread, call notes, or consolidated log

Required documentation for reimbursement request

  • Up-to-date rent ledger (charges, payments, outstanding balance)
  • Legal notices/decisions (if applicable): e.g., N4, L1, LTB orders
  • Proof of re-listing (listing screenshot/posting, “available” photo, show sheet, or equivalent)
  • Other supporting documents

TIME-SENSITIVE

Deadlines apply. Submitting late may impact eligibility for coverage for that event.

Padder Deposit: process + timelines

IMPORTANT: For tenants with only a Padder Deposit policy, a Notice of Tenant Default is not required.

  1. Enforce your lease (Operator action)
    Follow your standard enforcement process and keep records of steps taken and tenant communications.
  2. Re-renting the unit (when applicable)
    If the tenant never took possession or abandoned the unit, make a good-faith effort to re-rent and make the unit available within 7 business days of the Coverage Event.
  3. Submit your reimbursement request (time-sensitive)
    Submit your Last Month’s Rent Claim Form within 60 days of the Coverage Event related to the tenant’s breach.
  4. Review + payment (Padder action)
    Padder reviews within 1–3 business days. If approved, payment is issued within 5–10 business days, up to the policy limit.

Required documentation

  • Up-to-date rent ledger
  • Proof of re-listing / availability evidence
  • Tenant communication log
  • Other supporting documents

TIME-SENSITIVE

Deadlines apply. Submitting late may impact eligibility for coverage for that event.