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Insurance claim centre

Our claim process

In an emergency, our claims team is available 24 hours a day, 7 days a week. That's our commitment to you.

You can even file your claim online.

In case of a loss

Repair procedure

If your windshield is cracked and you have auto insurance with us, go directly to one of the following specialists:

Show your auto insurance certificate to the specialist and they will contact us to take care of the rest.

How to best handle an accident

If you're involved in a car accident, chances are you'll be a bit panicked and may not know what to do first.

Here are a few things to keep in mind if you have an accident and have to file a claim.

When to call the police

If no one is injured in the accident, you don't have to call the police. Simply complete a joint automobile accident report with the information required for the settlement of the accident claim.

However, you must call the police if:

  • Someone is injured
  • You are outside of Quebec
  • You are the victim of theft
  • The damages to your vehicle seem major

Always remain at the scene of an accident

Even if the accident seems minor:

  • Never leave the scene of an accident before contacting the police or filing a joint automobile accident report
  • Stay in a safe place, keep out of traffic
  • Move your vehicle out of the way

If your vehicle must be towed

If your vehicle has to be towed, you can choose any towing company. Simply make sure to check the cost of towing before allowing your vehicle to be moved.

You don't have to go to the garage recommended by the tow truck driver—you can decide where to have your vehicle towed and repaired. However, by opting for a garage that we recommend, you are protected and your repairs are guaranteed.

Also, don't sign anything (e.g. an authorization for repairs) until you've spoken with a claims advisor.

What to do if your vehicle is stolen

Call the police

Stolen vehicles are often used to commit other crimes. If you call the police immediately, you increase their chances of finding your vehicle and preventing it from being used for illegal purposes.

However, don't be surprised if the police first check to make sure that your vehicle wasn't towed before taking a description of it.

File a claim or call us

  • File a claim online or contact us and we will make arrangements to provide you with a rental car or other means of emergency transportation, if required.
  • We can start the claims process immediately so that you can be compensated as soon as possible if your vehicle is not found quickly or intact.

Did you know

Most vehicle thefts take place in large parking lots where cars are parked for long periods of time, such as shopping malls, sport centers, movie theatres, and apartment buildings.

In addition to the obvious costs to owners, vehicle theft costs Canadians over a billion dollars a year in taxes or insurance premium increases.

Water damage: Limit the damage

Imagine coming home to discover that your washing machine has leaked, causing water damage all the way from your bathroom to your bedroom.

First, try to limit the damage:

  • Close the water inlet valve
  • Shut off the electricity in every room affected
  • Drain and sponge as much water as possible
  • Wipe off wet surfaces
  • Dry everything made of fabric (curtains and rugs) as well as books
  • Move all valuables and dry objects to a safe place

Then, call us. We will arrange for any required emergency assistance and start the claim process.

Visit our Claim Centre for more information on water damage claims.

Burglary: What to do

If someone breaks into your home, first contact your local police department.

Then, call us. We'll go over certain measures to ensure your safety and start the claim process.

To help you file your claim, have on hand an inventory of the property that was stolen.

For an accurate evaluation, the following information is recommended:

  • Date of purchase
  • Brand and model no.
  • Purchase price

Use this form to help write up your inventory: List of property (PDF)

Visit our Claim Centre for more information on theft claims.

Fire: Limit the damage

If a fire breaks out in your home, call the fire department immediately, because even fires that seem minor can spread quickly when they are not brought under control.

Then, call us. We'll go over certain measures to ensure your safety and start the claim process.

To help file your insurance claim, have an inventory of your possessions in hand.

For an accurate evaluation, the following information is recommended:

  • Date of purchase
  • Brand and model no.
  • Price paid at time of purchase

Use this form to help write up your inventory: List of property (PDF)

Visit our Claim Centre for more information on fire claims.

Claim process

If you are the victim of a loss involving your car or home, or find yourself in an emergency situation, contact our Claims department as quickly as possible to initiate your claim. We'll go over certain measures to ensure your safety and start the claim process.

File a claim online
or
Report the accident at 1-888-776-8343

  • The claims advisor will first ask you to describe the event in detail. Be sure to have the information you gathered at the scene on hand. This call could last 30 minutes.
  • If you call directly from the scene of the incident, we will help you obtain the emergency roadside assistance you need (a tow truck or rental vehicle, for example).
  • After dealing with the immediate situation, we will prepare a damage assessment report and proceed with repairs according to your policy coverage.
  • When you pick up your vehicle, you simply pay the deductible indicated in your auto insurance policy and return your rented vehicle if you have one.

File a claim online
or
Report the incident at 1-888-776-8343

  • First, be sure to take the necessary steps to minimize the damage. If water is coming into your basement, for example, put furniture in a dry place. If the loss is covered by your insurance policy, you may be reimbursed for expenses you incur.
  • If your home becomes uninhabitable due to a loss covered by your home insurance policy, we will help you find a place to stay as quickly as possible.
  • After dealing with the immediate situation, we will make the necessary arrangements to assess the damage.

When you speak to the claims advisor, have all relevant information (receipts, proof of ownership and a list of damaged property) on hand.

In the event of theft or fire:

  • Make a list of lost or damaged property.
  • Gather together all the proofs of ownership you can find: receipts, bills, user manuals, photographs, warranties, or original packaging.
  • If you're entitled to compensation, we'll process it promptly and keep you informed every step of the way.

Our ultimate goal is to guide you through the claims process, so your life can get back to normal as quickly as possible.

You can also see how the claims process works–step by step–in our Claim Centre.

For Ontario residents, please refer to the following content.

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