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General claim guide (excluding Quebec)

We are here to help you recover and avoid disruption to your everyday life by supporting you every step of the way.

As each incident is unique, your claims representative will guide and support you through the process of resolving your claim. After you report an incident (also referred to as a loss), we may assist in the following ways:

  • Set up a new claim and assign a claims representative
  • Explain policy coverage and the claim process
  • Arrange for a restoration company or vendor to help secure your property to prevent further damage if needed
  • Work with you to find alternate accommodation for your family and pets if your home is unfit for occupancy during restoration

Situations vary with each claim, depending on the extent of damage and/or the item(s) involved. Generally, there are three phases: 1) emergency measures to protect people and property, 2) estimating repairs, and 3) repairing damage.

Site safety is our first priority. We will arrange to secure your home if it is damaged.

After any safety concerns have been addressed, we will protect the undamaged portions of your property and belongings, which may involve bringing in someone with the expertise to prevent further loss. As a property owner, you will be required to sign a Work Authorization form. The contractor will remove damaged materials and complete the necessary steps to prevent further damage from occurring.

Next, we will evaluate the damage to your building(s), and loss of or damage to personal property.

In general, estimating the repairs to your property involves these steps:

Your claims representative and/or restoration contractor evaluates the damage and determines what repairs are needed. Building inspectors may be involved if there are building codes and municipal bylaws to consider.

Your claims representative or estimator prepares a Scope of Work document detailing the required repairs. Preparing the document may take longer if we need to consult experts about the repairs.

Once the scope of work is agreed upon, depending on the extent of damage, competitive quotes may be required from at least two contractors. You may have a contractor of your choice submit a quote or we are happy to recommend a qualified contractor from our Preferred Provider Network. Your claims representative will compare the quotes and will usually approve the lowest quote.

When the contract is awarded, the contractor and your claims representative will advise you of any amounts that you are responsible for paying. Your policy carries some limitations in coverage with respect to total amounts payable. For example, your policy may only cover a certain amount of expense to bring your property up to code.

Before the contractor can start work, you will be asked to sign a Work Authorization form. Be sure to review this document before signing. If you have selected one of our Preferred Providers for your repairs, our Claim Service Guarantee will apply.

If you would rather cash settle, see Cash Settlement for details. Your claims representative can clarify the cash settlement or repair options if you need further assistance.

The condition of your personal property is also assessed during the estimate phase. Items are categorized as follows:

  • Undamaged items may be removed and securely stored in the restoration company’s facility until repairs are complete. You will have access to them with notice to the restoration company’s project manager. There are special items you may need to handle yourself.
  • Restorable items are removed for cleaning or repair. Electronics can often be restored, and the restoration company will conduct a detailed analysis.
  • Non-restorable items are listed and disposed of with your authorization. You will receive a copy of this list, which you can use to complete a Schedule of Loss form. A contents valuation company may be retained to assist in the process of itemizing non-restorable items. Some items of sentimental value may be non-restorable. Discuss these with your claims representative or restoration contractor immediately, as partial restoration may be possible.

Once the quote has been approved, repairs can begin. The contractor should give you a timeline of repairs with an approximate completion date. Delays are sometimes unavoidable depending on availability of materials or trades, changes to scope requirements, or building permit issues. The contractor should let you know if the schedule changes. When repairs and a final cleaning are completed, the contractor will arrange for your contents to be moved back into your home.

  • When your contractor asks for input, please respond promptly. Timely decisions on matters such as paint colours and flooring will keep repairs on schedule.
  • You will be asked to sign a Completion Certificate when the work is finished; to be signed only once you are satisfied with the repairs. Notify your claims representative if there are deficiencies in the work so they can be addressed before final payments are made.
  • By regulation, we are required to provide you with a blank Proof of Loss form. Your claims representative will advise you regarding the specific requirements for the Proof of Loss form.

Your claims representative is available to assist you and provide guidance regarding your claim and policy coverage, so please reach out should you have any questions.

We aim to provide excellent customer service and support to all of our policyholders. Our goal is to be as responsive to you as soon as possible throughout your claim experience. Claim volumes do vary significantly with severe weather, affecting our response times. In these cases, your patience is appreciated.