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Vandalism
Track the Progress of Your Claim
What to do
Click on each step to see the description.
Before calling the claims department
Call the police!
- As soon as you realize your property has been vandalized, call the police and don't touch anything until they arrive
- A police report is needed to process your claim
If your home has been vandalized, you can count on us to get you back on track.
What to do first
- Secure the premises to avoid further damage, within reason (e.g., temporarily boarding up a window or door)
- Make a list of damaged items and the damages to your home
- Take photos of the damage (e.g., damaged door or window)
To help you inventory your damaged property, download: (PDF) List of property
When you call the claims department, we suggest you have your home insurance policy on hand. Opening your claim
Call us at 1-888-785-5502
First contact with the claims department
(This call could take up to 30 minutes)
The claims department agent will:
- Take your full statement on the circumstances of the incident
- Check your insurance coverage
- If emergency repairs are needed, refer you to a trusted contractor near you (e.g., for emergency response, security and restoration services)
- These businesses 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 to handle your claim and advise you throughout the process. Assessing the damage
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 property 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
To help you inventory your damaged property, download: (PDF) List of property Repairs and replacement
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
Payment
- 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
Closing your claim
Once all the payments have been made, your claim will be closed.
We hope your claim will be settled to your satisfaction.
Theft and vandalism
You're asking yourself: Am I covered? Learn more about coverage for theft and vandalism.
Two ways to check your insurance coverage
- Consult your insurance policy—also available at Online Client Services.
- Speak to an insurance agent at 1-888-476-8737.
Basic coverage
- All-risk insurance* for your main residence
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This coverage applies to your:
- House, condo or apartment
- Detached private structures such as a garage or garden shed
- Personal property
This type of protection covers the most common risks of direct damage to your property, including:
- Fire, theft and vandalism
- Wind and hail
- Some water damage, such as sudden leakage or overflow from:
- Residential plumbing system, such as copper pipes
- Plumbing fixtures, such as bathtubs, toilets, washing machines and dishwashers
- Impact of objects
- Impact of a vehicle hitting your house
Note: Depending on the type of loss, limits apply to some types of property, such as boats, jewellery and bicycles. Refer to the Special Limits of Insurance Applicable to Coverage C – Personal Property (Contents) in your insurance policy for the items subject to these limits and the insurance amounts.
These amounts can be increased to meet your needs.
*Although most of our home insurance policies provide all-risk coverage, some may cover only named perils. Refer to your policy to find out which type of insurance you have.
Damage to your cottage or seasonal dwelling
We offer a range of insurance products to meet our clients’ individual needs. Refer to your home insurance policy to learn more about your coverage.
Still have questions?
Don't hesitate to call or email your claims advisor who can explain the details of your insurance coverage.
Frequently asked questions
- What Documents Do I Need to File a Claim?
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If you make a claim, your claims advisor will need various documents, including:
- Receipts
- Proof of ownership (such as photographs, user manuals, and warranties)
- A list of damaged property
If one of your appliances causes water damage or a fire, it’s important for you to keep this appliance for assessment.
An inventory of your belongings could help prevent headaches in the event of a claim. To find out how to draw up an inventory, read Evaluating the Value of your Personal Belongings as Accurately as Possible.
- What Is Proof of Loss?
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If you need to file a claim following a loss, your insurer will require proof of the loss.
This term refers to proof of possession, ideally, the original bill of sale. Other documents, however, may be accepted, such as:
- owners manual/operating instructions
- appraisals
- warranty cards
- credit card or bank account statements, etc.
A Proof of Loss form must be certified by a notary public or commissioner of oaths. Once an insurer receives proof of loss, the claim must be processed quickly. Insurers have:
- seven days to declare their intention to repair or replace the article, or to repair the damage
- sixty days to either pay compensation or reject the claim
To find out more about how a home insurance claim is handled, read Our Claims Process.
- What's a Deductible?
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A deductible is the amount you must pay when you make an insurance claim.
For example, if you have a $500 deductible, you pay the first $500 of the repair costs, and we pay the rest.
To find out more about this topic, read The Impact of Your Deductible on your Premium.
- When Should I File a Police Report?
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You need to file a police report in the following situations:
- Theft or attempted theft
- Vandalism
- Fire
- If a vehicle hits your house
Read other questions and answers about home insurance.
The clauses and terms of the described coverage are set out in the insurance policy. Some conditions and exclusions apply.
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