Frequently asked questions about Alert
Alert is a prevention program for home insurance policyholders. It uses water and freeze detectors, so you can limit potential damage in your home. If a detector senses water or a risk of freezing, it sends you an alert through the The Personal mobile app, so you can act quickly.
Anyone with a home insurance policy from The Personal, a Wi-Fi home network and an iOS or Android smartphone or tablet.
If you can’t see the app in the App Store or Google Play, this means that your phone model does not support this application.
To sign up for the Alert program, you need an iOS or Android smartphone or tablet.
The Alert program is free and includes a free detector for each insured location. Additional detectors cost $36 each (plus shipping fees) and can be purchased directly from the app.
If you have a home insurance policy with us, you can sign up for the Alert program in the Prevention section of the mobile app or you can call us at By phone: 1-888-476-8737. You’ll receive your free detector in 2 to 5 business days.
The Alert program is a prevention program that can help you limit damage caused by water and freezing. There is no discount associated with this program, but Alert provides peace of mind by giving you the ability to act quickly.
The Alert program offers a range of benefits:
- It includes one free detector and the opportunity to buy additional detectors at a lower price
- It sends a real-time alert to your smartphone, so you can limit the damage caused by leaks and freezing
- It gives you peace of mind when you’re not at home
No, you don’t have to. The Alert program is a home insurance program and is not related to the Ajusto program. However, both programs are accessible through the same app.
Depending on your property and the risk of water damage, you might want to have more than one detector at home. For example, if your home has more than one bathroom, it would be a good idea to have a detector in each one. However, there’s no obligation to buy additional detectors under the Alert program.
Yes, you can purchase additional detectors for $36 each (plus shipping fees) directly from the app. No profit is made on the sale of detectors.
No, the Alert program uses very little bandwidth.
No, the Alert program uses very little battery power.
The impact will be negligible: Alert consumes a small amount of data because the detector works through your home Wi-Fi. The program only uses data when updating detectors and sending or receiving alerts.
No, the Alert program will not affect your insurance premiums, regardless of the number of alerts you receive. The program simply offers policyholders a prevention tool to help them limit the damage from water and freezing. When you renew your insurance, your premium will be calculated based on the usual insurance rules. Note that other factors can impact your overall premium, including any claims you make over the term of your policy.
No, the Alert program has no effect on our claim process. Be reassured: regardless of the number of alerts received and their type, you remain covered by your home insurance policy.
No, the Alert program is only available to the principal policyholder. However, you can add them as monitors in the app. They will receive the same alerts as you if your detector senses water, freezing temperatures or high humidity and they may be able to act if you can’t do so.
No, the Alert program can only be used on one device at a time.
Yes. However, the mobile app is not optimized for other devices.
No, the Alert program is only available to our home insurance policyholders.
Yes, you’ll receive one free detector for each location insured. You can set up a detector in each property. And you can purchase additional detectors for $36 each (plus shipping fees) directly from the app.
Yes, the detector is yours to keep, even if you switch insurers.
Yes, the detector belongs to you.
Yes, your detector comes with a warranty and you can read it here.
Yes. However, to be compatible with the Alert program, they must be the same Roost detector model offered through the program.
Yes, the Alert program provides you with one free detector. If it breaks, check if the warranty covers the damage. If not, you can buy a new detector for $36 (plus shipping fees) directly from the app.
First connect the detector to your Wi-Fi, then place the detector on a damp cloth and wait a few seconds. If it’s working correctly you’ll get an alert on your phone almost immediately. The detector’s alarm may continue to sound for a few seconds after being dried.
The detector connects to your Wi-Fi and uses it to send you alerts when it detects water or high humidity or a risk of freezing.
Your smartphone also needs to be connected to your Wi-Fi network when setting up the detector.
A strong Wi-Fi connection is important for the detector to work properly. If possible, try placing your router closer to where you intend to install your detector.
What kind of router do I need?
The detector connects to 802.11 b/g/n networks using the 2.4 GHz frequency band. The detector does not support 5 GHz frequency.
I have a dual band router
Connect your phone to the 2.4 GHz band of your router during the setup. If the two bands have the same network name (called SSID), your detector will connect to the correct band automatically. If they have different names, choose the 2.4 GHz band name. If you’re not sure how to do it, refer to your router’s user manual.
About your Wi-Fi password
If your Wi-Fi network doesn’t require a password, leave this field blank during setup. Otherwise, enter and confirm your Wi-Fi password.
Install your detector in one of the following places:
- Under the kitchen sink or on the floor near the sink (don’t install it in the cabinet under the sink because cabinets have a raised floor and often contain liquid products that could spill)
- Near the bathtub, toilet, sink or under the sink cabinet
- Near the washing machine drain or under or near the water supply hoses
- Under the dishwasher or near the drain
- Near the water heater or in the catch pan
- Near any other water source
2 good choices if you live in a house:
- In the basement, near the house drain
- In the bathroom, in a central location
2 good choices if you live in an apartment or condo:
- In the bathroom
- On the floor, near the main water supply line
When you install your detector, the app will give you tips on where to install it, depending on the room you choose.
Install the detector on the floor:
- In a central location, near water sources, such as the bathtub, shower, sink, toilet or washing machine
- Near the door
- At a reasonable distance from the bathtub or shower (to avoid splashing)
- At least one foot from the toilet (humidity is higher in this area)
- At the lowest point in the floor (bathroom floors often have a slight incline, and that’s where water will accumulate if there’s a leak)
- Near the heating or cooling vents, if you have a forced air heating/cooling system
Because of daily baths and showers, your bathroom can get very humid. Relative humidity in this room will depend a lot on how well ventilated it is.
Install the detector on the floor:
- Under the sink near the water pipes (don’t install it in the cabinet under the sink because cabinets have a raised floor and often contain liquid products that could spill)
- Under the dishwasher if it’s next to the kitchen sink cabinet
- Near the kitchen sink
Install the detector on the floor, under the water supply hoses, which are regularly subject to high water pressure.
Install the detector under the dishwasher—remove the toe panel, place the detector on the floor under the dishwasher and replace the toe panel.
If there’s a catch pan under your water heater, install the detector in the pan, but make sure it’s raised because it’s normal for small amounts of water to accumulate there. If there’s no catch pan, install the detector a few inches away from the water tank, but not too close to the faucet at the base of the water heater.
The average lifespan for a water heater is about 10 years because the heating element eventually deteriorates and corrodes the inside of the tank.
How the detector works
Download the app, open the Prevention section of the app where you will find "Alert" and follow the easy setup guide.
The detector senses water and fluctuations in temperature and humidity that exceed pre-set limits. The detector also constantly monitors the battery level and Wi-Fi signal. If there is a malfunction, you’ll be notified immediately.
Usually, the detector’s batteries will last approximately 3 years. The mobile app will notify you when it’s time to change them.
You will need to update the Wi-Fi settings for each detector in the app.
If your Wi-Fi stops working, the detector won’t be able to check in. If this happens, the app will notify you. Your smartphone will stop receiving health checks, but the detector will still sound an alarm in the event of water damage.
The app will notify you. Avoid installing your detector near materials or devices that could block the Wi-Fi signal (load-bearing walls, microwaves, etc.). Try placing the detector on the floor along a wall: this will improve its Wi-Fi reception.
If your detector was partially submerged in water, it should still be operational. However, if was completely submerged, it will no longer work. You can purchase a new detector for $36 (plus shipping fees) directly from the app.
If your detector’s batteries are low, the app will notify you. You should replace the detector’s 4 AAA batteries so it continues to work properly.
Follow these steps to change your batteries:
- Remove the battery cover as shown in the image below:
- Remove the batteries.
To protect the environment, don’t throw batteries in the trash. Please dispose of them at your local collection depot (EcoCentre).
- Insert new AAA batteries. To maximize your detector’s performance, use alkaline batteries. You will hear a beep and a green light on the top cover will flash. This indicates the batteries are working.
- Replace the battery cover and install the detector according to the setup guide.
If you don’t hear a beep or if you hear 2 beeps when you remove the cover or when changing the batteries, please call our technical support team at By phone: 1-888-476-8737.
The batteries should last approximately 3 years. The app will notify you when it’s time to change them.
Advice and preventions
The biggest risk of high humidity in your home is mould. Relative humidity above 60% is enough to allow mould to develop and dust mites to thrive.
Mould has harmful impacts on your house and your health:
- Mould can damage your home—it feeds on the materials in the building, reducing their effectiveness and usability
- Mould can cause illnesses and allergies and affect the comfort of your home.
What you can do
Keep your home well-ventilated:
- Open your windows for 5–10 minutes every day or make sure that your air exchanger is working properly.
- Turn on your range hood when you cook.
- Run your bathroom fan when you take a shower.
- Make sure that your dryer is venting outside and that its duct is clear.
- Dry your clothes outside, weather permitting.
- Install a portable dehumidifier in humid, difficult-to-vent rooms.
For more information, see this guide to household moisture and air from the Canada Mortgage and Housing Corporation.
If your home continues to have high humidity levels, call an expert to determine the source and address the issue.
Refer to your home insurance policy for information on your coverage.
The biggest risk for your home is freezing because it can cause major damage to:
- Plumbing fixtures
- Heating appliances, automatic fire extinguishers and air conditioning units
- Household appliances
- Water beds
- Indoor swimming pools, hot tubs and saunas
Frozen pipes can burst. If you leave home for more than a week, ask a friend to drop by to make sure the heating is working properly. If this isn’t an option, turn off the main water supply and drain the water pipes before you leave.
Refer to your home insurance policy for information on your coverage.
You’ll receive an alert in the following situations:
- Water leaks
- High humidity
- Low temperatures
- Low battery level
- Weak Wi-Fi signal
- The detector fails to check in
The detector constantly monitors the situation in your home. This means that alerts are sent as soon as an event is detected.
Yes. You can stop alerts in the app settings. However, we advise you to check the app regularly to get the most out of the Alert program.
In the spirit of prevention, we recommend giving a copy of your house keys to someone you trust. If you can’t get home, this person will be able to act on an alert.
You can also add monitors in the app. These people will receive the same alerts as you if your detector senses water, freezing temperatures or high humidity and may be able to act if you can’t do so.
Of course, as a policyholder, you can count on your home insurance policy coverage.
Yes. You can add monitors in the Alert section of the app. These people will receive the same alerts as you if your detector senses water leaks, freezing temperatures or high humidity.
Yes. Note that roaming charges may apply for texts or data use while travelling.
Yes, you can stop alerts in the app settings. However, we recommend that you assign a trusted friend or family member to monitor your alerts while you’re away. To do this, add them as a monitor in the Alert section of the app.
As long as your battery isn’t completely drained, the Alert program will continue to work. However, we recommend charging your phone. The detector will continue to function regardless of your phone’s battery level.
Call our technical support team at By phone: 1-888-476-8737.
Try these tips to improve the connection between your detector and your Wi-Fi network:
- Place your router close enough to your detector to ensure a proper connection.
- Install a Wi-Fi extender to amplify your signal so that it reaches your detector’s location.
- Your Wi-Fi signal may lose its strength if it has to travel through several walls to reach your detector. Certain materials, such a concrete, can also block the signal. Avoid setting up your detector near these materials.
If the problem continues for more than 72 hours, even after trying these tips, call our technical support team at By phone: 1-888-476-87370.
At The Personal, respecting your privacy is an important part of our commitment to providing service excellence. We’re committed to protecting your privacy, and we understand that you may have concerns about how we use the collected data.
Your personal information is kept completely confidential. It will never be used for other purposes then for your participation in the Alert program, except where required by law or expressly stated in the Terms and Conditions for the Alert program.
For the Alert program, only the data collected in the Alert section of the app, your name and the postal address used to ship your detector are shared with our partner Roost. The data collected in the Alert section of the app is anonymized to protect your personal information. Roost will use your name and address solely for the purpose of shipping your detectors and will delete your information 45 days after confirmation of the order.
Roost will use the data collected in the Alert section of the app for the sole purpose of improving the performance of the detection system and offering you the Alert program.
Neither The Personal nor Roost is authorized to disclose your personal information to third parties, except where required by law or expressly stated in the Terms and Conditions for the Alert program.
Yes, we have access to your data for the sole purpose of improving the performance of the detection system (detectors) and offering you the Alert program.
No. The detectors are very secure and designed so that they can’t be hacked. Your detector initiates communication with other devices; other devices cannot communicate back to it. The detector’s Wi-Fi antenna is closed by default and only activates when the detector needs to communicate with another device—i.e., in the event of an alert or test.
TM Alert is a trademark of Desjardins General Insurance Group Inc., used under licence.