The Claims Process: Property Loss

Did you have a fire? Did your basement flood? Did someone break into your home and damage your property? Did your roof leak? If you’re lucky, you haven’t had to deal with any of these property loss scenarios. But if you do suffer from damage to your home in the future, it’s important to know what to do.

Step 1: Call Your Insurance Company

Report your claim to your insurer immediately. Your insurance company will ask you to provide as many details about the property loss as possible (see Step 2). They’ll also provide you with a Proof of Loss form.

Here are the emergency claim service numbers that are open 24/7:

Aviva Insurance Company, 1-866-692-8482

Gore Mutual Insurance Company, 613-936-1818

Intact Insurance Company, 1-866-464-2424

Don’t forget that our knowledgeable staff can also help you navigate the claims process if you’d like help. Just give us a call so that we can:

  • Confirm your coverage. (It’s helpful to familiarize yourself with your insurance policy so you’re aware of the specified deductibles, coverage limits and replacement value.)
  • Review the details of the incident.
  • If you would like, we can also report the claim to the insurance company on your behalf.
  • If there are any disputes in the process, we can help advocate on your behalf.

Step 2: Protect Your Property

If possible, it’s necessary to protect your property from further damage before you do anything else. (In fact, it’s stipulated in your insurance coverage).

Cover or seal off any property that is exposed to the elements. Make temporary repairs, if reasonable and necessary, to protect your property from further damage. Do not delay in protecting your property from further damage.

Step 3: Gather the Details

You’ll need to have your information ready to fill out the Property Loss form. To help you complete this document:

  • Make a note of the type of damage that occured. (Was it fire? Flood? Burst pipes?)
  • Take inventory of any lost or damaged items.
  • Take photos and/or video of the damage. This will be used as evidence of the loss.
  • Gather receipts and owners’ manuals for big-ticket items. This will help confirm the value of damaged or destroyed items.

When you’ve gathered all the information you need, fill out your Property Loss form and make your claim!

It can be difficult to remember all the possessions stored on our property. To prevent confusion, take a home inventory before you experience loss. A quick and easy way to do this is by taking photos with your smartphone of the exterior and interior of your property as well as inside cupboards and closets, etc.

Step 4: Contact Your Claims Adjuster

Once the insurance company has received your claim report, a claims adjuster will be assigned to your file. They’ll get in touch to:

  • Review your coverage and confirm the details of the property loss.
  • Schedule a time when they can visit your home to inspect the damage.
  • Discuss what expense you’re entitled to if you’re home is unfit to live in. (Remember to keep all receipts and invoices for any living expenses while you’re away from your home.)

Your claims adjuster will be your main contact during this phase of the process. Be sure to write down their name and contact information!

Step 5: Consider Next Steps.

At this point, your insurance company will thoroughly review all the documentation and consider three options:

  • Repair
  • Replace
  • Reimburse

Ultimately, they will either accept or reject your claim. They will contact you to inform you of their decision.

If the outcome is positive, they will outline the total loss value of your claim. If you accept the amount, the insurer will process your payment, minus your deductible.

If the outcome isn’t to your liking—the insurer rejected your claim or rejected certain items on your claim—you have the option to reject the offer. You may want to contact us so we can discuss your options. We may even be able to advocate on your behalf to ensure an efficient resolution to your claim!

Step 6: Find Resolution

Once you’ve resolved the claim, it’s time for you to move ahead with replacing or repairing your property. If you require repairs, your insurance company will likely provide you with the names of their prefered local contractor. These are contractors that have been hand-picked by your insurer to provide a quality of work that is to their standard. Feel free to call us to discuss which vendor is right for you.

If you have any questions about what insurance coverage you have in place, contact your Leo Martin Insurance broker at 613-932-0083 or We’ll help make sure your property is fully covered to its full value. Then, if you ever suffer from a property loss, you’ll have peace of mind knowing that you’re covered!

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