General claim guide (Québec only)

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

The first steps

As each incident is unique, your claims adjuster 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 adjuster
• 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

1) Emergency measures

Your personal safety and that of the premises is our 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 with the contractor to enable the contractor to undertake this work. Only you can authorize the work to begin. The contractor will remove damaged materials and complete the necessary steps to prevent further damage from occurring.

2) Estimating repairs

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

Your property

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

Assessing damage

Your claims adjuster 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.

An estimator will be mandated to assess the damage and determine the necessary repairs. In collaboration with the contractor responsible for carrying out the work, the claims adjuster will also determine the expert appraisals required to obtain the permits and authorizations required to proceed with the repairs.

Preparing a quote on the nature and scope of the work

Our estimator will prepare an estimate detailing the repairs required. Preparing the estimate may require additional time if we need to consult with experts regarding the repairs to be done.

The building must be repaired or replaced at the same location with materials of similar quality to those in place prior to the loss, and the building must be used for the same purpose as before the loss.

Authorizing work

When the contract is awarded, the contractor and your claims adjuster 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 and/or municipal bylaws 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 adjuster can clarify the cash settlement or repair options if you need further assistance.

Your personal property

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 most of the time 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 adjuster or restoration contractor immediately, as partial restoration may be possible.

3) Repairing or rebuilding

Once the quote has been approved by both parties, 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.

Important

• 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 adjuster if there are deficiencies in the work so they can be addressed before final payments are made.
• In accordance with regulations, you may be required to sign a Proof of Loss form. Where applicable, your claims adjuster will advise you regarding the specific requirements for the Proof of Loss form.

Customer service standards

Your claims adjuster 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.