Home insurance
When your property is damaged, we're here to help

Having your home damaged by strong winds or hail can be a stressful situation. We’ll accompany you every step of the way.

Each and every claim is being processed, even during high volume periods. This page will help you understand what to do next.

How can we be of service?

Need help? We're here for you.

Even though our on-hold time is longer than normal, we’ll accompany you every step of the way.

Thank you for your patience.

1 855 747-7711

In the event that you’re having trouble speaking to someone because of a high volume of calls, refer to this guide. It will tell you what you need to do to be safe, limit the damage and prepare your claim.

Immediately after the storm
Securing the premises

Safety first. Once you’re safe, start gathering proof of the damage to simplify the claiming process.

Make sure you’re safe

  • Stay away from downed power lines.
  • Cut the power when necessary, and don't hesitate to call a specialist.
  • Avoid unstable structures.
  • Wear appropriate safety gear (gloves, glasses, steel-toed boots).
  • Never enter a damaged building.

Document before the clean-up

  • Take pictures of the damaged rooms, parts of the building or belongings from different perspectives (close-ups and wide angles).
  • Never throw out damaged property without first having taken pictures of it.

The first few hours
Limiting the damage

Contact a clean-up services company, if necessary, and immediately start securing your property to limit further damage.

Secure the premises and your belongings

  • Whenever possible, cover breaches (on the roof, broken windows) with tarps.
  • Dispose of debris that can be safely removed.
  • Protect your belongings from the wind and rain.
  • Place furniture in a dry area.

Documenting the clean-up

  • Take pictures of the areas that were affected.
  • Keep note of what you did (number of hours spent cleaning, materials used, etc.). 
  • Keep all receipts related to the claim, namely those for clean-up and repair services. They will be required to process your claim.

Once the situation is under control
Doing some repair work

Repair what you can, while leaving the complicated repairs to the professionals. Be sure to document everything you do.

 

What you can do 

  • Request a detailed quote from a specialized company.

When to call the professionals

  • All complex and hazardous work.
  • All major repairs requiring certified or technical expertise.

Document after the clean-up 

  • Take pictures of the premises and make a list of the work done.
  • Make a detailed list of damaged property (patio furniture, BBQ, gazebo, etc.).
  • Be specific in terms of makes, models, sizes and years of purchase (e.g. 10 x 10 gazebo with a metal roof purchased new in 2022 for $7,000).
  • Keep a piece or picture of all damaged property that was thrown out.

As soon as possible Report your damaged property

The sooner you do, the sooner we can help.

  • Call us, even if you don’t have all the details. Time is of the essence.
  • Refer to your policy to know what is covered for damage caused by strong winds and hail as well as the amount.

How to report damaged property?

Online (recommended)

Log in to your Client Centre account to file a claim. Our team will call you back as soon as possible.

Log in  

Don’t have a Client Centre account?
Create an account

By phone

We are currently experiencing a higher volume of calls than normal.

1 855 747-7711

Available 24/7

Have the following in hand: contract number, loss date, list of structural and property damages, photographs, notes.

After declaring

We’ll accompany you every step of the way

You can count on the support of our team, but please keep the following in mind.

Our commitment

Our team will accompany you every step of the way.

Important receipts

Keep all your receipts from the professionals you called on.

Photographic proof

Don’t throw anything out without taking a picture of it first. Some property can be cleaned or appraised.

Take precise notes

Keep a log of your actions and communications: calls, emails, work done, etc.

Where is my claim?

Log in to your Client Centre account to track the progress of your claim.

Log in  

Don’t have a Client Centre account? Create an account

Most common situations

Securing the premises

  • Stay away from trees or branches that fall near power lines.
  • Contact emergency services or the city, if necessary.
  • Contact a tree surgeon for all complex or hazardous work.

Documenting the damage

  • Take pictures of fallen trees or branches where they lay (don’t displace them).
  • Take pictures of the damage (building, fences, vehicles, yard).

Removing debris

  • Keep invoices related to debris removal and clean-up.
  • Limit removal operations to what is strictly necessary to limit the damage.
  • If your neighbour's tree falls on your property, your neighbour must contact their insurer, who will advise them on what to do.
  • The costs related to tree and branch removal may be reimbursed.
    • Every situation is different. Your expert will be able to confirm what is eligible for reimbursement based on your contract.
    • Debris removal expenses incurred solely to clear the land or improve its appearance do not qualify for reimbursement. 

Taking care of damage caused to third parties by branches or debris

  • When a branch, tree or debris causes damage to property belonging to another person (house, vehicle, yard):
    • Take pictures of the damage and what caused it (branch, tree, object).
    • Write down the complete contact information of the person affected (name, address, phone number).
    • Provide the contact information to your claims adjuster.

Your shed causes damage to a third party

  • Take pictures of the shed, its installation and the damage caused.
  • Take pictures of the stakes (or lack thereof), even after the event.
  • Get the contact information of the person affected.

The shed belonging to a third party causes damage to your property or vehicle

  • Take pictures of the shed, its location and the damage.
  • Write down the owner’s contact information, if possible.
  • Make sure to have visual proof before moving or removing the shed.

What to keep in mind

  • Document before cleaning or removing anything.
  • Keep all invoices and proof of expenses.
  • Take pictures from several perspectives, including the premises and what caused the damage.
  • Each situation is different. Properly documenting the damage will facilitate the processing of your claim.

Securing the premises

  • Make sure everyone is safe.
  • Avoid using electrical appliances when the premises is wet or damaged.
  • Never touch fallen electrical wires. When necessary, contact emergency services, the power company or an electrician.

Documenting the situation

  • Note the approximate duration of the power outage.
  • Take pictures (widespread blackout, damage, condition of the premises).
  • Take pictures and make a list of all the food lost as a result of the outage before throwing it away.
  • Keep evidence or relevant information related to the outage.

Limiting damage

  • Take reasonable steps to limit further damage.
  • Avoid opening the fridge and freezer unnecessarily.
  • Refer to the MAPAQ website before throwing food out after a power outage.
  • Make a list of your belongings before throwing them out.
  • Keep all invoices of expenses (gas, generator). Your claims adjuster will be able to confirm what is eligible for reimbursement based on your contract.
  • Once power is restored, check the condition of your belongings and document any loss or damage.

Power surge

After a power outage or flicker, some appliances may stop working.

Do not throw out damaged appliances. It may be possible to repair them, so your claims adjuster could request an appraisal.

Before throwing appliances out

  • Have the appliance evaluated by a specialist to determine whether or not it can be repaired.

What to keep

  • The appraisal or repair report.
  • Invoices related to incurred expenses.
  • Pictures of the appliance, including the:
    • Make
    • Model
    • Serial number

Provide these documents to your claims ajuster.

Securing the premises

  • Make sure everyone is safe.
  • Avoid walking on damaged surfaces (roofs, balconies, sheds) as they could be hazardous.
  • In the event of broken windows or breaches, limit access to unsafe areas.
  • Contact an emergency team when necessary (barricade crew, contractors, etc.).

Documenting the damage

  • Take pictures of the damage (close-ups and wide angles) caused by hail before doing any remediation.
  • Take pictures of all damaged areas (roof, siding, windows, eavestroughs, heat pump, patio furniture).
  • For damaged vehicles, take pictures from multiple perspectives (roof, hood, trunk, sides, windshield).
  • Take pictures of the actual hail and its accumulation, if possible.

Limiting damage

  • Temporarily protect breaches (tarps, plastic) when it is safe to do so. 
  • Document the situation before making permanent repairs.
  • Photograph damaged property before throwing it out.

Work and repairs

  • Make temporary repairs to prevent further damage when necessary.
  • Have major repairs done by certified professionals.
  • Keep all invoices related to the work done.

What to keep in mind

  • Always document the damage before cleaning it up.
  • Keep all invoices and proof of expenses.
  • Take pictures from several perspectives (close-ups and wide angles) to facilitate the processing of your claim.
  • Each situation is different. Good documentation makes a difference.

Questions? We have answers.

Keep all your receipts for accommodations, meals and other related expenses when you must temporarily move out.

Refer to your insurance policy for details concerning your coverage. If you have any questions, please call us.

Due to recent extreme weather events, we’re receiving a much higher volume of calls. Our teams are working hard to get back to everyone as quickly as possible.

If you have already filed a claim, there is no need to call us, it will be processed accordingly. While waiting for our call, follow the advice on this page to limit the damage as much as possible.

We are currently processing a high volume of claims. It may take several days before we call you back.

Our teams are working very hard to get back to you as quickly as possible.

Your claim will appear in your Client Centre account once it has been recorded in our system.

Although it may not appear immediately, rest assured that we received it and it will be processed as soon as possible.

Psychological support service after an accident or loss
After an accident or loss, it’s normal to want to talk to someone

A loss can be difficult. Our insureds get free access to psychological support. It’s confidential and available 24/7. Your mental health matters. Reach out for help when you need it.

Check out our psychological support service