Delays in Our Claims Follow-ups

We are currently receiving a high volume of calls due to the heavy rains of August 9 and 10. The processing times for claims may therefore be longer than usual due to the scale of the disaster affecting your region.

Please know that despite this exceptional situation, our teams work actively to offer you the best possible service.

Key actions

While waiting for a Claims adjuster to contact you to confirm your insurance coverage, we kindly ask you to:

• Take overview pictures of all the locations affected and its content to show the extent of the damage.
• Remove any water quickly to limit damage, if possible.
• Lower the affected baseboards and take a photo beside a measuring tape.
• Remove the carpet underlay or flooring if wet.
• Take a picture of the thickness of the flooring beside a measuring tape.
• Clean and ventilate the affected area.
• Do not apply heat but use a dehumidifier or fan.
• Remove large furniture and place it on blocks to prevent it from soaking in the water.
• Make a list of damaged items.
• Detail the time spent on managing the claim.

To find out what to do in the event of a claim, we suggest you read this article: What you need to know about home insurance claims.

Required answers

To speed up the processing of your file during our follow-up call, please answer these questions as much as you can:

• Where is the water coming from?
• How high has the water reached? Does it extend beyond the baseboard or electrical outlets?
• Which rooms are affected?
• Have any items been damaged?
• Has the water been removed?
• Is there a raised floor in the basement?
  • If so, is there black paper or insulation underneath?

We know that the current situation can be particularly tough, and we are doing everything we can to offer you support as quickly as possible.

Thank you for your patience and understanding.