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Home insurance claims

We know how stressful a loss can be. If something happens, you can file a home insurance claim online, in the Desjardins Insurance Home-Auto app or by phone. We're available 24/7, and we'll guide you through the process until your claim is settled.

Online

Log in to Online Services or the Desjardins Insurance Home-Auto app and fill out the claim form. 

By phone

Call us for help with your claim or for incidents involving your liability or requiring emergency repairs.

With your Desjardins Agent

If you bought your insurance through a Desjardins Agent, they can take care of your claim for you. Find their contact information in your online account or with our search tool.

Find your agent

Before you make a claim

Find out what you need to do and what information you need for each type of loss before you file or contact us.

Water damage
  • If the water is coming from a burst pipe, contact a plumber.
  • Otherwise, contact us if you need emergency cleanup. We'll refer you to a recommended service provider.
    Find a recommended service provider External link.
  • Keep any items that caused the damage until otherwise instructed by your claims advisor.

Information to have on hand

  • The list of destroyed or damaged items and damage to your home
  • Pictures of the damage
Theft or vandalism
  • Call the police as soon as you discover a break-in, theft or vandalism
  • Secure the premises to avoid further damage

Information to have on hand

  • Police report
  • The list of stolen, destroyed or damaged items and damage to your home
  • Pictures of the damage
Fire and smoke

Information to have on hand

  • The list of destroyed or damaged items and damage to your home
  • Pictures of the damage
Natural disasters

Information to have on hand

  • The list of destroyed or damaged items and damage to your home
  • Pictures of the damage
Liability
  • Share your contact information with the person who suffered damage or injury
  • Call the police if necessary
  • Take pictures of the incident scene, including any damage if possible

Information to have on hand

  • Police report, if applicable
  • Any pictures you took of the incident scene and damage

When does an incident involve your liability?

An incident involves your liability if you unintentionally cause bodily injury or property damage to a person who doesn't live with you. This would be the case if, for example, a fire breaks out in your home and spreads to your neighbours' homes.

Own a condo?

Immediately notify your condo syndicate and try to find out the cause of the loss. Repairs may be covered by your condo owner insurance, your syndicate's or both depending on the type of loss, its cause and insurance coverage.

Boat insurance claims

Did you add watercraft coverage to your home insurance policy? The boat insurance claims process is the same as for home insurance.

How long does it take to process a home insurance claim?

After you submit your claim online, we'll call you within 1 to 2 business days to start processing your request and assign it to a claims advisor. Claim processing time depends on how severe or complex the loss is.

You can speed things up by providing any necessary documents as quickly as possible.

4 steps of the claim process

Select each step for more information or scroll down to see all the steps.

  1. Opening the claim
  2. Assessing damage or determining fault
  3. Repairs or settlement proposal
  4. Payment

 Step 1. Opening the claim

You can open your claim online, in the Desjardins Insurance Home-Auto app or over the phone. Make sure you have your home insurance policy on hand.

Online

To open your claim, fill out the claim form online or in the app. We contact you within 1 to 2 business days to assign your request to a claims advisor who'll help you throughout the process.

By phone

For help with your claim or for incidents involving your liability or requiring emergency repairs, we're here for you 24/7.

Expect the call to take about 30 minutes.

During the call, we:

  • Take your full statement on the circumstances surrounding the incident
  • Check your insurance coverage
  • Refer you to a recommended service provider External link. if repairs are needed 
  • Tell you which documents to send us and whether we'll send you any
  • Confirm how much your deductible is
  • Give you your claim number

Then, we assign your request to a claims advisor who'll help you throughout the process.

Own a condo?

Use our checklist to collect the information you need to make a claim. It'll help you better understand how the loss is covered between each condo owner's insurance company and the syndicate's.


 Step 2. Assessing damage or determining fault

Building damage

One of the recommended service providers contacts you to draw up a detailed damage estimate. Then, the service provider you select sends us the estimate along with pictures of the damage.

Property damage

Send us:

  • A list of damaged or destroyed property with an estimate for repairs or replacement
  • Proof of ownership such as receipts, photos, user manuals, warranties, original packaging or bank and credit card statements

Liability claim – Determining liability

If you file a claim for an incident involving your liability, we contact any relevant parties to help us analyze the claim, including:

  • People who were injured or incurred damage
  • Witnesses
  • The police, if applicable
  • The opposing party's insurance company

You have to send us all relevant documents:

  • Pictures
  • The formal notice, if applicable
  • Estimate, invoice or any other supporting documents relating to the damages or injuries

Liability is determined based on the circumstances of the incident, which are generally found in:

  • The police report (it may take several weeks to get a copy)
  • Involved party and witness statements

 Step 3. Repairs or settlement proposal

Building damage

We analyze your claim as soon as we receive the estimate from your selected service provider. Then, we contact you to authorize the start of repairs, in accordance with the terms of your insurance policy.

Property damage

We analyze your claim once we receive the required documents. Then, we contact you to arrange the settlement, in accordance with the terms of your insurance policy.

Liability claim – Settlement proposal

If you're found liable for the damage or injury, we attempt to settle your claim with the opposing party. If the settlement is accepted, we send a letter confirming the conditions to the party who suffered damages or injury. This letter or release protects you from potential lawsuits.

If the settlement isn't accepted, legal action could be brought against you. In this case, we may provide for your defence or legal counsel, as long as the coverage applies.


 Step 4. Payment

Building damage

If you used a recommended service provider, we refund them directly for the repairs. If you worked with another service provider or made the repairs yourself, we provide a refund upon receipt of an invoice.

We also confirm the amount of your deductible and who to pay it to.

Property damage

We make the payment in accordance with the terms of your insurance policy.

We close your claim once all the payments have been made and we've received all the required documents.

File a home insurance claim

Log in to Online Services or the Desjardins Insurance Home-Auto app and fill out the claim form. We call you within 1 to 2 business days.

Protect your home with Alert

Help keep your home safe with the AlertTM program, which includes the DIY home alarm system by Roost®.  And save up to 10% on your home insurance when you also subscribe to Roost's monitoring service. 

By phone

Call your Desjardins Agent to get help filing your claim. You can find their contact information in your online account or with our search tool.

With your Desjardins Agent

If you bought your insurance through a Desjardins Agent, they can take care of your claim for you. Find their contact information in your online account or with our search tool.

Find your agent

FAQ

How do I know if I get my insurance directly from you or through a Desjardins Agent?

If your policy number starts with X or F, you get your insurance through a Desjardins Agent. To find their contact information, file a claim or manage your insurance, go to My account.

Log in to My account

If your policy number starts with D or A, you get your insurance directly with us. To file a claim or manage your insurance online, use our Online Services platform.

Log in to Online Services

How can I track the status of my claim?

To check your claim status, contact your claims advisor or call us at 1-888-776-8343 This link will launch your default phone software.. If possible, have your file number on hand.

You can also check your claim status anytime using the Desjardins Insurance Home-Auto app.

How do I see what's covered by my insurance policy?

There are 2 ways to check your home insurance coverage:

Can I fix or cancel a claim if I made a mistake when filing online?

Yes. You can fix or cancel your claim with us over the phone. Contact your claims advisor directly or call us at 1-888-776-8343 This link will launch your default phone software.

How do claims impact my premium?

Any claim can have an impact on your home insurance premium at renewal. To know whether it's better to make a claim or pay for the repairs yourself, compare the repair costs to the deductible you'd need to pay.

Contact us

Client Relations Centre

Monday to Friday: 8 AM to 8 PM
Saturday: 8 AM to 4 PM 

1-888-277-8726 This link will launch your default phone software.

Damage insurance products are underwritten and distributed by Desjardins General Insurance Inc., provider of automobile, property and business insurance.

The information on this page is provided for informational purposes only. The terms and conditions of the coverages described are set out in the insurance policy, which always prevails. Some conditions, limitations and exclusions may apply.

The Roost word mark and logo are trademarks of Roost, Inc., and have been registered in the United States and in certain other jurisdictions. 

AlertTM is a trademark of Desjardins General Insurance Group Inc., used under licence.