Have you experienced a loss due to the historic rainfall? We answer your questions.

1. We receive your claim

Once we receive your claim we open your file. When we open the claim in our systems, your home insurance claim will be displayed in the Client Centre.

2. We analyze your claim and assess the damage

At this stage, a claims adjuster assesses the damage. In the current situation, to speed up the processing of reimbursement requests, most files are handled remotely by a claims adjuster who analyzes your file using supporting documents and the damage report form you provided at our request.

We examine your contract to verify your coverage and determine what you're entitled to.

Due to the exceptional situation, this step may take longer than usual.

3. You’ll receive a clear answer

We’ll contact you to notify you about your reimbursement, if any. You’ll receive a cheque by mail or a deposit will be made in your bank account.

Usually, the reimbursement is sent within 60 days of receiving your supporting documents and the damage report.

In the current context, we’re doing all that we can to stay within this timeline, but despite our best efforts, it may take longer.

Due to the heavy rainfall that hit Quebec on August 9, we are receiving more calls than usual. We are aware of this situation and understand that you would like to talk to someone right away. Our team is working very hard to handle as many claims as possible and we have increased the number of employees taking calls.

You don’t need to contact us if you already filed a claim. Rest assured that we will contact you as soon as there is a new development in your case.

We are making every effort to process these claims as quickly as possible.

This is due to the high volume of claims received in a short period of time. Measures were implemented to accelerate claim settlements and issue payments quickly, when applicable.

Due to the high volume of claims we’re receiving, it may take us a little longer than usual to follow up with you. Our teams are doing all that they can to process your file quickly, while complying with best insurance practices. As soon as there is a new development in your case, we will contact you.

Your home insurance claim will be visible in the Client Centre after we open the claim in our systems. If you don’t see it in the meantime, that doesn’t mean we didn’t receive it. It will be processed as quickly as possible.

It usually takes 60 days to settle a home insurance claim. This period begins as soon as we receive all the information we need to start analyzing your case, including support documents and the damage report form. However, due to the exceptionally high number of claims to process at the moment, it may take longer than usual.

Not necessarily. To speed up the processing of claims, some files will be processed remotely by a claims adjuster. This can be done by analyzing your file with supporting documents and the damage report form you provided at our request.

You can start the repair work in your home at any time, even if we haven’t contacted you yet. However, we cannot confirm the amount of your reimbursement, if applicable, until we receive your supporting documents and damage report form as well as analyze your file. Discuss it with our agent when they contact you.

Document as much of your case as possible by taking photos of the damage and keep a sample of each material.

You can ask a construction contractor for a repair quote and send it to us with photos. To avoid getting scammed, sign a contract with your contractor and make sure they have a licence from the Régie du bâtiment du Québec (RBQ).

If you wish, you can do the work yourself.

We recommend you take this opportunity to have the water evacuation system inspected if you’ll be working on it. Check to make sure your non-return valve is working properly and that it complies with current municipal regulations.

Your home insurance contract includes 20 hours of psychological assistance following a loss. It’s free, confidential and available to all members of your family. For more information, visit our Psychological assistance following a loss page.

You should protect the building as much as possible and limit financial impacts incurred by the damage.

We recommend that you re-read your insurance contract to view your coverage and applicable limits.

Photos are essential for reviewing a claim file. They allow us to correctly identify the damage.

We also recommend that you take all means at your disposal to dry out the building and its contents. Be careful not to damage items that could be repaired or restored.

We recommend that you take photos of damage to property and buildings and keep invoices and supporting documents for any expenses you incur.

Depending on your situation, there are also other measures you can take to limit the damage:

• Dry out the building and its contents.
• Rapidly drain or soak up as much water as possible.
• Wipe dry surfaces and dry fabrics.
• Use dehumidifiers in rooms that were affected and air them out with fans.
• Don’t overheat rooms to limit the risk of mould developing.
• Move furniture and other items into a dry area or raise off the ground.
• Put damaged property outside the building if it poses a health risk.

The condominium syndicate should handle any losses related to the building, regardless of whether the damage occurred in your unit or the common areas, even if it does not file a claim with its insurance company.

If your property was damaged, you must file a claim with your own home insurance.

As a tenant, your landlord is responsible for drying and repairing the building. Contact them to find out what to do next. If you haven’t already done so, you can clear out the space required for the repair work. You can also move your property yourself, noting the time it took and the people who helped you. If you hire professionals, be sure to hold on to the invoices.

If your property was damaged, you must file a claim with your own home insurance.

Regardless of the type of floor covering, you can remove the water-damaged section, taking care to minimize losses. You can get rid of materials but make sure to at least keep a sample of each material.

Photos are essential for reviewing a claim file. They allow us to correctly identify the damage.

Always keep in mind that the goal of emergency measures is to limit damage to the building and protect the premises.

Before redoing your floor, make sure everything is completely dry.

If you have water damage to your walls, you may make the decision to remove baseboards and remove drywall and insulation behind the baseboards or to the level where water reached. You can get rid of materials but make sure to at least keep a sample of each material. Note the time spent on doing this work and the claims adjuster will confirm the amount that may be allotted.

Photos are essential for reviewing a claim file. They allow us to correctly identify the damage.

Always keep in mind that the goal of emergency measures is to limit damage to the building and protect the premises.

Before redoing your walls, make sure everything is completely dry.

Depending on the material, many types of property don’t absorb moisture and can be cleaned and disinfected by specialists. You can get rid of property that can’t be cleaned. Simply take a photo of it first.

If you wish, you can clean clothes and fabrics that have been water damaged. Keep your invoices if you use professionals to do this.

You can get rid of water-damaged materials that you’ve removed. Make sure to take a photo first and remember to at least keep a sample of each material.

Photos are essential for reviewing a claim file. They allow us to correctly identify the damage.

If you haven’t already done so, contact a drying specialist in your area as soon as possible so they can start the appropriate treatments. Keep the invoices and discuss it when you’re contacted by one of our agents.

Due to the high volume of claims to process, and to avoid any delays, we will not be suggesting any construction contractors.

Contact a contractor in your area to obtain a quote for the work required.

To avoid getting scammed, sign a contract with your contractor and make sure they have a licence from the Régie du bâtiment du Québec (RBQ).

If you wish, you can do the work yourself.

• Submit photos rather than videos.
• Take a reasonable number of photos of the main damage.
• Your photos should show the damage and include wide-angle shots that show the full extent of the damage.
• Take photos of the main damaged items. We need a photo of each damaged item, but you can include more than one item in a single photo.

Yes. You can stay with a family member or in a hotel. Make sure to keep the invoices for any reasonable expenses incurred (hotel, meals, etc.). The invoices can be submitted for assessment by the claims adjuster who is looking after your file.

We recommend that you re-read your insurance contract to view your coverage and applicable limits. You’ll also be able to find out if your expenses are eligible for reimbursement or not.

We recommend that you re-read your insurance contract to view your coverage. To receive a reimbursement for a rental car, you need to have endorsement Q.E.F. No. 20a, Travel costs. If you do have it, also check applicable limits for this coverage.

Yes. Visit the following government websites for more information:

• Flooding or other disaster related financial support for property owners and tenants (This hyperlink will open in a new tab).
• Know what to do before, during and after a flood (This hyperlink will open in a new tab).
• Floods – Get Prepared (This hyperlink will open in a new tab).