Topic: Insurance How you can help protect your home against natural disasters
Home insurance claims
We know how stressful a loss can be. If something happens, you can file a home insurance claim online, in the Desjardins Insurance Home-Auto app or by phone. We're available 24/7, and we'll guide you through the process until your claim is settled.
By phone
Call us for help with your claim or for incidents requiring emergency repairs.
With your Desjardins Agent
If you bought your insurance through a Desjardins Agent, they can take care of your claim for you. Find their contact information in your online account or with our search tool.
Before you make a claim
Make sure to gather the following information:
- Detailed inventory External link. Opens in a new tab. of stolen, destroyed or damaged items, including a description, approximate value and purchase date
- Photos or videos of affected areas on your property, including damaged belongings and damage to your home
- Receipts and supporting documents for your expenses
- Police report, if applicable, and any pictures you took of the incident scene and damage
What to do in the event of a loss
Water damage
- If the water is coming from a burst pipe, contact a plumber.
- Keep any damaged items or items that caused the damage until otherwise instructed by your claims advisor.
Cleaning up and limiting the damage
- Clean and sanitize belongings that may be salvaged or easily cleaned, like clothes and furniture.
- If there’s contaminated water from a sewer backup, take all necessary precautions. For example, wear gloves, a mask and appropriate footwear.
- Dry out the affected areas by removing as much water as possible and installing a dehumidifier, for example.
- Avoid turning up the heat or blowing air on wet and contaminated surfaces, as this can promote mold growth.
- Use an antimicrobial on contaminated surfaces.
- Move your belongings to a dry location and elevate furniture on wood blocks.
Removing damaged building materials
If you’re comfortable and it’s safe to do so:
- Remove only the directly damaged carpet, floating floor and sections of drywall or panelling.
- Remove wet or damp building materials from your home and store them in a secure location.
Note that removing structural materials like wall and floor framing is not always necessary depending on the extent of damage.
Planning repairs after a sewer backup
If your insurance policy includes Endorsement 16c, you could get up to $1,000 to help you build back better. after a sewer back-up
Theft or vandalism
- Call the police as soon as you discover a break-in, theft or vandalism.
- Secure the premises to avoid further damage.
Fire and smoke
- Only re-enter your home if the fire department tells you it’s safe to do so. If possible, protect against further damage. For example, board up broken windows and patch holes in the roof.
- If there’s water damage, see Water damage.
Advice
If you need to find a temporary place to stay, your policy may help cover related expenses. Unable to find a hotel or stay with family or friends? Check with your local Canadian Red Cross External link. Opens in a new tab. for assistance.
Natural disaster
Preventing further damage to your property
- If it is safe to do so, clear any tree or shrub debris. Take before and after photos.
- If damage is limited to your roof or siding, have a roofing or siding contractor inspect the damage, provide an estimate, take photos and secure the area.
- If damage impacts multiple areas of your home, make temporary repairs if you are able. Otherwise, have a contractor inspect your home, provide an estimate, take photos and secure the impacted areas.
Advice
Keep your receipts if you purchase, rent or use a generator to maintain your refrigerator or freezer’s temperature. You may be eligible for reimbursement.
Incident involving your liability
- Share your contact information with the person who suffered damage or injury.
- Call the police if necessary.
- Take pictures of the incident scene, including any damage if possible.
When does an incident involve your liability?
An incident involves your liability if you unintentionally cause bodily injury or property damage to a person who doesn't live with you. This would be the case if, for example, a fire breaks out in your home and spreads to your neighbours' homes.
Boat insurance claims
Did you add watercraft coverage to your home insurance policy? The boat insurance claims process is the same as for home insurance.
How long does it take to process a home insurance claim?
After you submit your claim online, a claims advisor gets your request for processing. Claim processing time depends on how severe or complex the loss is.
You can speed things up by providing any necessary documents as quickly as possible.
4 steps of the claim process
Select each step for more information or scroll down to see all the steps.
Step 1. Opening the claim
You can open your claim online, in the Desjardins Insurance Home-Auto app or over the phone. Make sure you have your home insurance policy on hand.
Online
To open your claim, fill out the claim form online or in the app. We'll contact you in the following days to assign your request to a claims advisor who'll help you throughout the process.
By phone
For help with your claim or for incidents requiring emergency repairs, we're here for you 24/7.
Expect the call to take about 30 minutes.
During the call, we:
- Take your full statement on the circumstances surrounding the incident
- Check your insurance coverage
- Refer you to a recommended service provider External link. if repairs are needed
- Tell you which documents to send us and whether we'll send you any
- Confirm how much your deductible is
- Give you your claim number
Then, we assign your request to a claims advisor who'll help you throughout the process.
Own a condo?
Use our checklist to collect the information you need to make a claim. It'll help you better understand how the loss is covered between each condo owner's insurance company and the syndicate's.
Step 2. Assessing damage or determining fault
Building damage
One of the recommended service providers contacts you to draw up a detailed damage estimate. Then, the service provider you select sends us the estimate along with pictures of the damage.
Property damage
Send us:
- A list of damaged or destroyed property with an estimate for repairs or replacement
- Proof of ownership such as receipts, photos, user manuals, warranties, original packaging or bank and credit card statements
Liability claim – Determining liability
If you file a claim for an incident involving your liability, we contact any relevant parties to help us analyze the claim, including:
- People who were injured or incurred damage
- Witnesses
- The police, if applicable
- The opposing party's insurance company
You have to send us all relevant documents:
- Pictures
- The formal notice, if applicable
- Estimate, invoice or any other supporting documents relating to the damages or injuries
Liability is determined based on the circumstances of the incident, which are generally found in:
- The police report (it may take several weeks to get a copy)
- Involved party and witness statements
Step 3. Repairs or settlement proposal
Building damage
We analyze your claim as soon as we receive the estimate from your selected service provider. Then, we contact you to authorize the start of repairs, in accordance with the terms of your insurance policy.
Property damage
We analyze your claim once we receive the required documents. Then, we contact you to arrange the settlement, in accordance with the terms of your insurance policy.
Liability claim – Settlement proposal
If you're found liable for the damage or injury, we attempt to settle your claim with the opposing party. If the settlement is accepted, we send a letter confirming the conditions to the party who suffered damages or injury. This letter or release protects you from potential lawsuits.
If the settlement isn't accepted, legal action could be brought against you. In this case, we may provide for your defence or legal counsel, as long as the coverage applies.
Step 4. Payment
Building damage
If you used a recommended service provider, we refund them directly for the repairs. If you worked with another service provider or made the repairs yourself, we provide a refund upon receipt of an invoice.
We also confirm the amount of your deductible and who to pay it to.
Property damage
We make the payment in accordance with the terms of your insurance policy.
We close your claim once all the payments have been made and we've received all the required documents.
By phone
Call your Desjardins Agent to get help filing your claim. You can find their contact information in your online account or with our search tool.
With your Desjardins Agent
If you bought your insurance through a Desjardins Agent, they can take care of your claim for you. Find their contact information in your online account or with our search tool.
FAQ
How do I know if I get my insurance directly from you or through a Desjardins Agent?
If your policy number starts with X, F or Z, you get your insurance through a Desjardins Agent. To find their contact information, file a claim or manage your insurance, go to Online Services.
If your policy number starts with D, A or C, you get your insurance directly with us. To file a claim or manage your insurance online, use our Online Services platform.
How can I track the status of my claim?
To check your claim status, contact your claims advisor or call us at 1-888-776-8343 This link will launch your default phone software.. If possible, have your file number on hand.
You can also check your claim status anytime using the Desjardins Insurance Home-Auto app.
How do I see what's covered by my insurance home policy?
There are 2 ways to check your home insurance coverage:
- Log in to Online Services or the Desjardins Insurance Home-Auto app to access your insurance policy
- Call us at 1-888-776-8343
Can I fix or cancel a claim if I made a mistake when filing online?
Yes. You can fix or cancel your claim with us over the phone. Contact your claims advisor directly or call us at
1-888-776-8343.
How do claims impact my premium?
Any claim can have an impact on your home insurance premium at renewal. To know whether it's better to make a claim or pay for the repairs yourself, compare the repair costs to the deductible you'd need to pay.
Contact us
Client Relations Centre
Monday to Friday: 8 AM to 8 PM
Saturday: 8 AM to 4 PM
1-888-277-8726 This link will launch your default phone software.
