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How to File a Claim

Sometimes bad things happen. Know what to do to make the claim filing process a little easier.

Insurance claims basics

Been in a collision? Has your home been burglarized? Was your business damaged by water? You’ll want to get things back to normal as quickly as possible.

We hope you’ll never have to file a claim, but if you do, here’s what you should know.

  • Record all details about the event. Make a complete list of damaged, destroyed or stolen items. Take photos and detailed notes.

  • Call your insurance representative as soon as you can.

  • Carefully review the terms and conditions in your insurance policy to confirm:

    • If the specific loss or event is covered

    • Any exclusions, losses or events that aren’t covered

    • Any deductibles, coverage limits, replacement values, terms and conditions

    • When you must submit your claim

  • Decide what to do next. You may want to pay for damage instead of filing a claim. For example:

    • If the deductible you must pay is equal to, or less than, the total repair cost

    • If you have a claims-free discount and the cost to repair the damage is low

  • If you choose to file a claim, complete all required forms and provide all required documentation to your insurance representative and/or company.

  • Discuss with your insurer if you can use a supplier of your choice to repair property damage.

Are all claims the same?

While there are similar steps for filing an insurance claim, auto, home and business claims have specific requirements and procedures.

Understand what you’re responsible for and how to make the claims process smoother whether you’ve been in a collision or suffered damage to your home or business.

How to file an auto insurance claim

How to file a home insurance claim

How to file a business insurance claim

What to expect from your insurer

Insurance is a legally binding contract between a policy holder (you, the customer) and the policy provider (your insurance company).

When you file an insurance claim, your insurance representative will:

  • review your policy and the circumstances of the loss with you

  • assign an insurance adjuster to help examine the claim – including the loss situation – and determine the eligibility and coverage limits of the claim in accordance with your policy

    • ask for additional information such as medical records, police reports, receipts, photos, home inventory lists, etc. to help process your claim

    • inform you of what is and is not covered based on your policy

It’s important to remember your insurance representative is a resource for you to rely on, and will answer your questions throughout the entire claims process.

What if I have a dispute about my claim?

Things don’t always go as you’d planned and it’s important to know that you have options when filing a complaint. Start by getting more information from your insurer and consider contacting the company’s ombudsperson.

If you have a complaint about your insurer or insurance professional, we’ve outlined your options to help ensure your concerns are addressed. ​Please note that dispute practices vary from one province to another.