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How to File an Insurance Claim in Canada: Step-by-Step

Updated

Filing an insurance claim can feel overwhelming, especially when you are dealing with a car accident, property damage, or a serious health event. This guide walks through the process step by step for each major type of insurance in Canada.

Auto insurance claims

Immediately after an accident

  1. Ensure safety — move to a safe location if possible, call 911 if there are injuries
  2. Exchange information — name, insurance company, policy number, licence plate, driver’s licence number
  3. Document everything — photos of damage, road conditions, traffic signs, and all vehicles involved
  4. Get witness contact information — names and phone numbers of anyone who saw the accident
  5. File a police report — required in most provinces if damage exceeds $2,000 or there are injuries
  6. Visit an Accident Reporting Centre — required within 24 hours in Ontario for minor collisions

Filing the claim

StepWhat to DoTimeline
1. Report to your insurerCall or use the app to report the accidentWithin 24 hours
2. Provide documentationPhotos, police report number, other driver’s infoAt time of report
3. Adjuster assignedInsurer assigns a claims adjuster to your file1-3 business days
4. Vehicle inspectionAdjuster or approved shop inspects damage3-7 business days
5. Estimate approvedInsurer approves repair estimate5-10 business days
6. Repairs completedApproved shop completes repairsDepends on damage
7. Payment issuedYou pay deductible; insurer pays the shop directlyAt time of pickup

At-fault vs not-at-fault

ScenarioYour DeductibleYour PremiumsProcess
You are at faultYou pay your deductibleLikely increase 15-40%Claim through your collision coverage
Other driver at faultUsually $0 (your insurer recovers from theirs)Should not increaseClaim through your insurer; they subrogate
Hit and runYou pay your deductibleShould not increaseFile police report; claim under uninsured motorist
Single vehicle (you hit a pole)You pay your deductibleLikely increaseClaim through your collision coverage

Home insurance claims

Immediate steps after damage

  1. Prevent further damage — shut off water, cover broken windows, turn off electricity if water near wiring
  2. Document damage — take photos and videos before cleaning up or making temporary repairs
  3. Keep damaged items — do not throw anything away until the adjuster has seen it
  4. Make temporary repairs — cover a leaking roof, board up broken windows (insurer pays for these)
  5. Keep receipts — for all temporary repairs, hotel stays, and emergency expenses

Filing the claim

StepWhat to DoTimeline
1. Report to insurerCall your insurer’s claims lineSame day as damage
2. Adjuster visitAdjuster inspects the damage in person1-5 business days
3. Document lossesProvide a detailed list of damaged/lost items with valuesDuring adjuster visit or shortly after
4. Get repair estimatesInsurer may require 2-3 estimates for major repairs1-2 weeks
5. Claim approvedAdjuster approves the claim amount2-4 weeks
6. Payment issuedInsurer pays you (minus deductible) or pays contractors directlyWithin days of approval

Tips for home claims

  • Keep a home inventory — a list and photos of your belongings dramatically speeds up claims
  • Understand replacement cost vs actual cash value — replacement cost pays what it costs to buy new; ACV deducts depreciation
  • Notify your insurer of any renovations — unreported improvements may not be covered
  • Do not admit fault to anyone before speaking with your insurer

Life insurance claims

How to file a life insurance claim

StepWhat to Do
1. Locate the policyFind the policy document or contact the insurer directly
2. Notify the insurerCall the insurer’s claims department; provide the policy number
3. Submit required documentsDeath certificate (certified copy), completed claim form, beneficiary ID
4. Insurer reviewsInsurer verifies the claim (typically 30-60 days)
5. Benefit paidTax-free lump sum paid to the named beneficiary

Common reasons life insurance claims are delayed or denied

ReasonWhat to Do
Missing documentsEnsure you have a certified death certificate and completed forms
Policy lapse (premiums not paid)Check if a grace period applies; some policies have automatic premium loans
Contestability period (first 2 years)Insurer may investigate if death occurs within 2 years of policy issue
Misrepresentation on applicationIf the deceased did not disclose health information accurately
Excluded cause of deathCheck policy exclusions (suicide within first 2 years, illegal activity)

Travel insurance claims

Steps to file

  1. Get medical treatment — your health comes first
  2. Call the insurer’s emergency assistance line — most require you to call before seeking non-emergency treatment
  3. Keep all receipts — medical bills, prescriptions, accommodation, transportation
  4. Get medical reports — obtain written reports from treating physicians
  5. File the claim — submit all documentation within the deadline (usually 30-90 days after return)

What to document

DocumentPurpose
Medical receipts and invoicesProof of expenses
Doctor’s reportsMedical necessity
Airline/hotel change receiptsTrip interruption costs
Police report (if theft)Proof of loss for baggage claims
Pharmacy receiptsPrescription costs

How to handle a denied claim

Step 1: Understand the denial

Request a written denial letter that cites the specific policy clause or exclusion. Read your policy carefully to understand whether the denial is valid.

Step 2: Gather evidence

Collect any additional documentation that supports your claim — photos, expert opinions, contractor estimates, medical records.

Step 3: File a formal appeal

Write a formal appeal letter to the insurer’s claims department. Include:

  • Your policy and claim number
  • Why you believe the denial is incorrect
  • Supporting evidence
  • Reference the specific policy language that supports your claim

Step 4: Escalate if needed

Escalation PathDescription
Insurer’s internal ombudsmanFirst escalation — every insurer has an internal complaint process
General Insurance OmbudService (GIO)Independent body for home, auto, and business insurance
OmbudService for Life & Health Insurance (OLHI)Independent body for life, health, and disability insurance
Provincial insurance regulatorFSRA (ON), AMF (QC), BCFSA (BC), etc.
Small claims courtFor smaller amounts; no lawyer needed
Civil litigationFor large claims; consult an insurance lawyer

Tips for getting claims approved

  1. Report immediately — delays give insurers grounds to question your claim
  2. Document everything — photos, videos, receipts, and written records
  3. Follow policy requirements — if your policy says to get 2 estimates, get 2 estimates
  4. Be honest — exaggerating a claim is fraud and can void your entire policy
  5. Keep copies — retain copies of everything you submit to the insurer
  6. Keep a claims diary — log every phone call with date, time, name, and what was discussed

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