Filing an insurance claim Managing a claim after an occurrence

Water damage, theft or fire can occur without warning, causing anxiety and stress. Knowing what to do can really help. Here are the steps to take to expedite your claim and avoid unpleasant surprises.

Contact your insurer as soon as possible

[Translate to English:] Image décorative : appeler son assureur

In the event of an occurrence, contact your insurer or broker as soon as you can. They will guide you through the first steps to take and let you know whether any services are readily available, such as a visit from a claims adjusterClaims adjusters are authorized to investigate the circumstances surrounding a loss in personal-lines and commercial-lines damage insurance. They assess the damage and negotiate an indemnity amount that is satisfactory to the insurer and the insured. They act for individuals and businesses..

Protect what you can

You’re responsible for limiting the damage after an occurrence. Your insurer can advise you on what you should do to protect your property.

If emergency work is required, be careful before incurring any expenses:

  • The work will only be reimbursed if the claim is accepted.
  • Keep all your invoices and check the cost and type of work done.
  • Wait for the insurer’s authorization before going ahead with any permanent repairs.
  • Don’t throw away damaged property, as it may need to be examined by your insurer.

Cooperate with your insurer

In order to process your claim properly and help reduce processing times, your insurer will need detailed information:

  • Make a list of damaged or stolen property, as you will need one in order to be able to receive compensation.
  • Gather any relevant documents (invoices, photos, manuals, etc.) to prove your lossIn the field of insurance, a loss is damage sustained following an unfavourable event, such as accident, fire, illness, death, etc..
  • Explain the circumstances surrounding the occurrence.
  • If a crime (theft, vandalism) has been committed, a police report may be required.

Be honest. It may be tempting to “embellish” a claim but, remember, providing false or incomplete information may result in serious consequences:

  • Denial of compensation
  • Cancellation of your contract
  • Difficulty obtaining insurance in the future
  • A formal notice

The claims adjuster will assist you with your claim

The insurer usually assigns a claims adjusterClaims adjusters are authorized to investigate the circumstances surrounding a loss in personal-lines and commercial-lines damage insurance. They assess the damage and negotiate an indemnity amount that is satisfactory to the insurer and the insured. They act for individuals and businesses. to your claim. The claims adjuster works for the insurer. You can choose to hire an independent adjuster at your own expense to assist you. Before signing any agreement, make sure the adjuster is listed in the Register of firms and individuals authorized to practise and that you understand the terms of the contract.

Your insurer may also assign your claim to a person who doesn’t hold a certificate issued by the AMF. However, the person must be supervised by a claims adjuster registered with the AMF.

This may occur for:

However, if you prefer, you can request that your file be processed by the claims adjuster.

The settlement offer: review it carefully

Once your claim is processed, the insurer will make you a settlement offer, usually through its claims adjuster.

Take the time to consider the offer and determine whether it suits you. You may decide to negotiate at this stage. For example, you may propose using another merchant to replace a property item, going about the repairs in a different way or having the property’s value reassessed.

Important: Discuss any changes before repairing, cleaning or replacing your property or accepting financial compensation from your insurer. You can also negotiate the timeframe for responding to a request or settlement offer from the insurer.

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If you have to leave your home temporarily

If you can no longer live in your home as a result of a covered occurrence, your contract may reimburse additional living expenses.

  • Check with your insurer to see what is covered.
  • Keep all your receipts and invoices (lodging, meals, transportation).
  • An insurer usually reimburses the amount exceeding your usual expenses (e.g., if your food expenses are higher than your usual grocery bill because you have to eat out, the excess amount may be reimbursed).
Insight

Did you know?

If your claim is accepted, the insurer must compensate you no later than 60 days after receiving your notice of claim or the supporting documents (if requested).

End of the insight

If you disagree with your insurer

If you’re not satisfied with how your claim has been handled, you can:

Find out more