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Claims - Home : Frequently asked questions

Accident or loss?

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If you make a claim, your claims advisor will need various documents, including:

  • Receipts
  • Proof of ownership (such as photographs, user manuals, and warranties)
  • A list of stolen or damaged property

If one of your appliances causes water damage or a fire, it’s important for you to keep this appliance for assessment.

An inventory of your belongings could help prevent headaches in the event of a claim. This form may be used: (PDF) List of property

If you need to file a claim following a loss, your insurer will require proof of the loss.
This term refers to proof of possession, ideally, the original bill of sale. Other documents, however, may be accepted, such as:

  • User manual/operating instructions
  • Appraisals
  • Warranty cards
  • Credit card or bank account statements, etc.

A Proof of Loss form must be certified by a notary public or commissioner of oaths. Once an insurer receives proof of loss, the claim must be processed quickly. Insurers have:

  • Seven days to declare their intention to repair or replace the article, or to repair the damage
  • Sixty days to either pay compensation or reject the claim

You need to file a police report in the following situations:

  • Theft or attempted theft
  • Fire
  • If a vehicle hits your house

A deductible is the amount you must pay when you make an insurance claim.

For example, if you have a $500 deductible, you pay the first $500 of the repair costs, and we pay the rest.

Your home insurance includes basic coverage against certain types of water damage, such as damage caused by sudden breaks or leaks  from plumbing systems or household appliances, like dishwashers. We also offer a range of water damage coverage options called H2O+ Protection to help make sure you’re well protected, including:

Water Damage – Ground water and sewer back-up (Endorsement 16c)

Flood caused by the overflow of a body of water (Endorsement 16d)

Water damage - Above ground water and weight of ice, snow or sleet (Endorsement 42)

How much insurance do I need?

To calculate how much insurance you really need for water damage, you should estimate the value of all your property and investments that could be damaged if you experience a loss.

Bear in mind that your insurance amount includes not only damage to your home and belongings, but also additional living expenses arising from the loss.

If you're already a customer, contact an licensed insurance advisor for helpful advice on water damage coverage. If not, request a home insurance quote for homeowners, condo owners or tenants now. It's quick, easy and commitment free.

You can also get a quote over the phone simply by contacting us.

If you experience a loss, take immediate steps to minimize the damage.

In the event of water damage, cut off the water supply and move all furniture and damaged items to a dry place.

In the event of theft, call your local police immediately.

In the event of a fire, call the fire department right away. Even a small fire can spread quickly if it’s not brought under control.

If there’s damage, one of our claims advisors can help you deal with the emergency and start the claims process.

You can minimize the risk of experiencing such a loss. To find out more, read our Prevention tips.

Frost and the weight of ice or snow are just some of the factors that can damage your pool or hot tub.

Getting the right protection

By taking out a home insurance policy with us, additional insurance coverage can be added to your basic insurance to cover:

Your above-ground or semi-inground swimming pool, including equipment and accessories, as well as attached patios that are not connected to the house


Your in-ground swimming pool or hot tub, including equipment and accessories, as well as attached patios that are not connected to the house

Get a home insurance quote

Complete an online home insurance quote for homeowners, condo owners or tenants. It’s quick, easy and commitment free.

You can also request a quote over the phone simply by contacting us.

Accident or loss?

Count on us 24/7—by phone or online

Find a recommended provider

Is immediate action required? Choose from our network of recommended providers. We take care of everything, and you get top quality service.


  • Emergency cleanup
  • Renovation


Reasons to choose a recommended provider

  • Work gets started sooner
  • Detailed work plan, so you can track progress
  • Five-year warranty on work
  • Efficient, professional service
  • The information provided on this page is meant for informational purposes only. Full details regarding coverage and exclusions can be found in the home insurance policy, which always prevails. Certain conditions, limitations and exclusions may apply.