Making a home insurance claim
Our claims professionals are here to help, 24/7.
Log into your Sonnet account. This will ensure easy access to your policy number and the coverage details of your home insurance policy.
Call 1-844-766-6384. Be sure to listen and follow the prompts – this helps us properly direct your call and saves you time. Unless your claim is an emergency, it’s best to call during business hours.
Many claims can be settled with just a phone call or two. If your claim is more complex, we’ll put you in touch with one of our dedicated claims professionals with the right experience to help you.
We’ll work closely with you to collect all of the information needed. Once we’ve determined that you’re eligible to make a claim, your claims professional will walk you through the next steps. You’ll be well-informed of your coverage, the options available to you and how to get repairs started as soon as possible.
When it comes time to pay, we’ll mail you (or the contractor) a cheque based on your coverage and the type of claim. Your claims professional will explain if and how your deductible will be applied.
What you need to know
Before calling us to file your home claim, here are a few things you should know or have on hand.
- Documentation. When you call to report a claim, here are some things you should have on hand to help the claims process move quickly:
- Your policy number
- Information needed to file the claim (date, time, incident details, etc.)
- Reference documents (policy, receipts, photos of damage, police report, etc.)
- Loss mitigation. Don’t let a situation go from bad to worse. It’s your responsibility to take reasonable steps to prevent further harm or loss to your property in the event of a claim. Depending on your claim, some common-sense steps include:
- Remove fallen tress/branches from your home, if it’s safe
- Cover damaged area(s) with tarps or wood to prevent further damage
- Turn off your water or stop a leak
- Proof of ownership. If your belongings have been lost or damaged, you’ll need documentation for each item so you can be properly compensated. Here are some of the ways you can prove ownership:
- Original receipt or electronic copy
- Certificates, evaluations, appraisals
- Photographs of items
If your house requires emergency services to stabilize your property and prevent further damage, we’ll send one of our certified contractors to assist you. Our partners meet a rigorous accreditation process and all of the work done as part of your home insurance claim is guaranteed for 2 years.
After emergency work has been completed, we’ll assess the remaining work required. One of our specialists can complete a repair estimate based on photos you provide or will contact you if more information is needed. Then, you’ll work with your claims professional to decide on a repair and settlement option.
Repair and settlement
As the property owner, it’s up to you to decide who will complete the repairs to your home. You can hire your own contractor to complete repairs based on the appraiser’s estimate, take a cash settlement and complete repairs on your own, or work with one of our certified partners to complete the work.
Just as your premium is based on information that’s unique to you and your home, so is a claim. Your premium could be impacted, but it depends on various factors.
The amount your premium could increase is determined by things like the number of claims you’ve had in recent years. For example, if you’ve had several claims in the last five years, it’s likely you’ll see a larger premium increase than if you’ve been relatively claim-free.
If you’ve never had a claim (or it’s been a long time since you did), you might be eligible for first-claim forgiveness. With this benefit, you won’t be rated on your first claim, so it won’t impact your premium. (Remember though, your premium can be impacted by other things as well.)
We want you to get the help you need as quickly as possible. The more information you can give us up front, the better:
- Your policy number – we’ll need this when you first call to make your claim
- Police reports
- Correspondence relating to the claimed event
- Names and contacts of any service providers you used to assist you
- Invoices for any out-of-pocket expenses
- Receipts for lost or damaged items
- Contact information, namely phone numbers where you can be reached
Actual Cash Value refers to the replacement cost for an item that’s in similar condition to yours at the time of loss. For instance, if you had a bicycle that was 10 years old, we’d price it based on its age and used condition. The value of the item is reduced because of normal wear and tear over time.
A great question. To start, one of our claims professionals works closely with you, going through all the details of the loss and researching the cost to repair or replace any of your damaged property. We may even bring in an expert to help us assess the damage. Then they review your policy to determine how much of your claim can be paid based on your coverage. And if for some reason your loss isn’t covered, we make sure you understand why.
Your home policy. If your home has been damaged as a result of a loss that's covered in your policy, we may call on one of our certified partners to help us assess the damages.
Your auto policy. We'll have the damage to your vehicle assessed by a licensed appraiser or certified body shop to determine whether or not it can be repaired. If the vehicle is repairable, it will be repaired based on the approved estimate. If it's not repairable, we'll give you the
You want your claim settled as quickly as possible – so do we! How long that takes depends on how severe or complex the loss is. Some claims can be wrapped up in a single phone call. Others might require us to bring in other claims experts.
You can speed things up by providing any necessary forms as quickly as possible, plus any supporting documents (photos, police reports, invoices, receipts…. you get the idea).