Hurricane Debby
Was your property damaged?
We're here for you.

We realize that you’re going through a difficult time and that you want help as soon as possible.
Rest assured that we’re processing each claim, despite the current high volume of calls.

The purpose of this page is to guide and assist you.

Last update: October 23 2025 at 11:00

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

  • Wear protective gear (clothing, glasses, gloves, etc.).
  • Cut the electricity, if necessary, and call a professional.
  • When an object poses a hazard to you, take a picture and remove it.
  • Move all property at risk of being damaged by water to a safe place.

Document before the clean-up

  • Take pictures of the damaged rooms from different angles.
  • Never throw out damaged property without first having taken pictures of it.

The first few hours

Limiting the damage

Start the clean-up yourself or call a specialized company, making sure to document the entire process.

Remove the water and dry thoroughly

  • Call a clean-up company, if necessary. Otherwise, start cleaning up yourself.
  • Remove as much water as possible.
  • Wipe and dry all surfaces and fabrics.

Speed up the drying process to prevent mould

  • Use a dehumidifyer.
  • Avoid excessive heat (it keeps the moisture in).
  • Move all furniture to a dry place.

Documenting after the clean-up

  • Take pictures of the premises once it is cleaned up.
  • Write down what you did (number of hours spent cleaning, number of laundry loads, equipment used, etc.).

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 

  • Remove all damaged baseboards.
  • Remove the drywall behind the baseboards and trim.
  • Cut the walls 1 or 2 inches above the water line to prevent mould proliferation.
  • Remove the damaged floating flooring, making sure to keep a sample.

When to call the professionals

  • For ceramic, hardwood or other flooring material that is complicated to remove.
  • All repairs that require a trade licence or certification.

Document after the clean-up 

  • Take pictures of the premises and make a list of the work done.
  • Make a detailed list of the damaged property (TV, furniture, appliances, etc.).
  • Be specific in terms of makes, models, sizes and years of purchase (e.g. 55-inch Samsung TV bought in 2021, grey sectional sofa 2013, etc.).
  • Keep a sample 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 water damage and the amount of coverage.

How to report damaged property?

Online (recommended)

Log in to your Client Centre account and fill out the form. A claims adjuster 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

A claims adjuster 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

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