Water damage: What to do?

Your home was damaged by water

Home group insurance claim: what to do when your home was damaged by water.

Accident or loss?

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What to do in 6 steps



Water damage is no joke. If it happens to you, you can count on us to get things back to normal.


Good to know

Take action as soon as you notice a leak! Turn off the main water valve to avoid further damage.

Secure the premises to avoid further damage

  • Turn off the main water valve
  • Remove and mop up as much water as you can, ideally within 24 hours
  • Clean up the water using a wet/dry vacuum cleaner (e.g., Shop-Vac®).
  • Reduce humidity with a dehumidifier (commonly used in basements) and air out the room with an electric fan
  • Avoid overheating the room. Keep heat at a normal seasonal temperature
  • Wipe off wet surfaces and dry out fabrics
  • Remove wet cushions from couches and armchairs and stand them against a wall, so they dry evenly
  • Sponge-dry wet carpets and rugs with clean, white towels or sheets to avoid colour transfer
  • Move furniture and other items to a dry place or raise them up on blocks or Styrofoam

What to do first

  • If the water is coming from a burst pipe, contact a plumber
  • It's important to always keep the items that caused the damage until your claims advisor tells you to dispose of them1
  • Make a list of damaged items and the damages to your home
  • Take photos of the damage

When you call our claims department, we suggest you have your home insurance policy on hand.

File a claim online
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First contact with the claims department

(This call could take up to 30 minutes)

The claims department agent who takes your call will:

  • Take your full statement on the circumstances of the incident
  • Check your insurance coverage
  • If emergency repairs are needed, refer you to a recommended service provider near you (e.g., for emergency response, security and restoration services). Our network of recommended service providers guarantee our clients fast service and quality work
  • Tell you which documents to send in or which ones will be sent to you
  • Confirm the amount of your deductible
  • Give you your claim number

Your claim will be assigned to one of our claims advisors

Your claims advisor has the training and knowledge required to handle your claim and advise you throughout the process.

If your home is uninhabitable

Your claims advisor will explain the terms of relocation and additional living expenses (covering the extra cost of living away from home) under your insurance policy coverage.

Damage to the building

  • Contact one of the trusted contractors recommended by your claims advisor to get a detailed damage estimate
  • The contractor will send the estimate to your claims advisor along with photos of the damage
  • As soon as you receive authorization from your claims advisor, repair work can begin

Damaged or destroyed property

Send your claims advisor:

  • A list of damaged or destroyed property1 with an estimate for repairs or replacement
  • Proof of ownership such as receipts, photos, user manuals, warranties, original packaging or bank or credit card statements

Damage to the building

  • As soon as we receive the contractor's estimate and photos of the damage, your claims advisor can begin analyzing your claim
  • Your advisor will then contact you to authorize the start of repairs, according to the basis of settlement set out in your insurance policy

Damaged or destroyed property

  • Once we receive the required documents and information, your claims advisor can begin analyzing your claim
  • Your advisor will then contact you to arrange the settlement, according to the basis of settlement set out in your insurance policy
  • We'll send your settlement cheque as soon as possible after receiving all the required documents
  • Your claims advisor will confirm the amount of your deductible and who to pay it to

Damage to the building

  • Your claims advisor will explain how payment will be made and will issue a cheque for the amount of the damage
  • Make sure you're satisfied with the work—contact your claims advisor if you have any questions

Damaged or destroyed property

  • Your claims advisor will issue payment according to the basis of settlement set out in your insurance policy

Once all the payments have been made, your claim will be closed.

We hope your claim will be settled to your satisfaction.

Accident or loss?

Count on us 24/7—by phone or online

Find a recommended provider

Need help fast? Choose from our network of recommended providers. We take care of everything, and you get top quality service.


  • Emergency cleanup
  • Renovation


Reasons to choose a recommended provider

  • Work gets started sooner
  • Detailed work plan, so you can track progress
  • Five-year warranty on work
  • Efficient, professional service
  • The information provided on this page is meant for informational purposes only. Full details regarding coverage and exclusions can be found in the insurance policy, which always prevails. Certain conditions, limitations and exclusions may apply.
  • 1. The item that caused the damage is not covered by your insurance policy. Repairing or replacing the item is your responsibility (e.g., a leaking water heater).