Other damage - Home

To file a claim

1 800 461-0770

24 hours a day, 7 days a week

Has your property been damaged or did you cause damage to someone else’s property?

Whatever the nature of the property damage you experienced or caused, feel free to contact us even if you're not sure whether you need to file a claim. We’ll help you take stock of the situation, tell you what you need to know and support you through every step of the claim process.

Steps in settling a home insurance claim



Contact us as soon as possible with your insurance policy number on hand. We’ll open a file and walk you through how things work and the documents you need to submit.

Provide us with a list of your damaged property using a damage statement.


Fill out your damage statement in the Client Centre


Damage appraisal and claim assessment

We will recommend an authorized contractor to assess the damage and provide a detailed cost estimate. Your claims adjuster will then review your claim.


Consult the damage estimate in Client Centre



We determine the terms of the settlement according to the coverage and limitations in your contract.

Your claims adjuster will explain the settlement details and notify you of the applicable deductible.


See the settlement amount in Client Centre


Repair or replacement

If required, you can then have your damaged property repaired or replaced according to the terms and conditions of the settlement.

Additional information

  • Deductible

  • Premium

  • Pool or spa damage

  • Civil liability

The deductible is the amount the insured must pay in the event of a claim. The higher the deductible, the lower the cost of insurance. The higher the deductible, the more the insured will have to pay for damages in the event of a loss.

Who do I pay my deductible to?

  • If the reimbursement is paid to you, the deductible will first be taken from this payment.
  • Otherwise, you will have to pay the deductible to the contractor you hire for the repairs.

Insurance companies consider a number of factors to determine home insurance rates and the amount of your premium at renewal. Your claims history in the past few years, the specifics of your residence, how you use it, the cost of materials and labour, or an increase in damage from severe weather conditions are just a few examples.

Will my premium increase?

Experience has shown that in the years following a loss, the likelihood of incurring another loss is greater. Therefore, the more home insurance claims you have on file, the more likely you are to make another claim and the more likely your premium will increase.

Learn more

Discover damage to your pool or spa when the snow melted? Here's what you need to do:

  • Call us promptly to report the loss and check if you have the optional coverage required to cover this damage. A basic home insurance policy does not cover damage to swimming pools or spas.
    Make sure you have the following information on hand when calling:
    • The make, model and dimensions of the pool or spa
    • The purchase price, date and location
    • The bill of sale, if available
  • Take photos of the damage for the claims adjuster.
  • If possible, get an estimate for repairing or replacing your pool or spa.

Here’s what you need to do if you cause damage to someone else's property (home, fence, garage, tree, etc.):

  • Call us promptly to report the event. Don't wait for a claim to be filed against you. The investigation must begin immediately.
  • Write down the names and contact information of any witnesses.
  • Keep all available evidence.
  • Never admit responsibility and don't agree to reimburse any of the parties involved. Your claims adjuster will handle all the necessary details.

What is civil liability?

If you unintentionally cause bodily injury or physical damage to another person’s property, you have a legal obligation to remedy the damage. This often represents substantial compensation amounts, which civil liability insurance protects you from having to assume.

This protection would also cover you if you had to defend yourself in court after being served a formal notice, alleging your civil liability. Your insurer would bear the expenses of your defence, including your lawyer’s fees and court costs.

This protection, which is included in basic home and auto insurance plans, can be increased for a few dollars more, to ensure that you have adequate protection in any situation that may arise.




Get answers to your questions about home insurance claims in our FAQ!

Go to our FAQ


Online services

Access Client Centre through our website or with our mobile app to track your claims and easily send in your documents (receipts, photos, etc.).

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To file a claim or check the status
of your file

1 800 461-0770