Emergencies and claims

Insurance claim in Quebec: what to do and who to call

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A claim can be stressful, especially when you are not sure what to do first. Call us once everyone is safe.

Depending on your situation, a La Turquoise broker can help you sort out the first steps, gather the right information, and communicate with your insurer.

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If you cannot call right away, fill out our contact form and a member of our team will follow up with you.

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Outside of business hours the toll-free line is available at all times at (855) 572-2247

Depending on your situation, our team can help you identify what information may be needed and how to reach your insurer.

Our role is to help you move through the first moments with clearer information, practical support, and access to the right next step.

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Water damage visible in a residential space, caused by a ceiling leak. Context related to the handling of a claim by home insurance.

A claim rarely comes at a good time. We can help you take the next step

From your first call, a La Turquoise broker can help you understand what to do next.

We can help you identify the information your insurer may need, explain how the claims process generally works, and support communication as the file progresses.

The next steps will depend on the nature of the loss, the information available, and the coverage included in your policy.

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Clear, attentive support when you need help understanding a claim.

What to do after an accident or loss

Safety comes first.

  • If anyone is injured or in danger, call 911 immediately.
  • Do not apologize or admit liability at the scene, verbally, in writing, or online. Speak with your broker or insurer before making statements about responsibility.
  • For a car accident in Quebec with no injuries, consider completing a joint report.

Once you are safe, gather what you can without putting yourself or anyone else at risk:

  • Photos or videos of the damage, the scene, and anything that may have caused the loss
  • Names, phone numbers, and insurance details for the parties involved
  • Police, fire department, or incident report information, if applicable

If the situation requires it and it is safe to do so, take reasonable steps to prevent further damage.

Keep receipts, document the damage before cleanup when possible, and avoid disposing of damaged property before speaking with your insurer or claims adjuster, unless safety or health concerns require action.

In the event of a car accident,

Contact us as soon as possible.

We take the time to understand what happened, answer your questions, and help you determine the next appropriate step based on your circumstances.

This first conversation is meant to support you after a loss. Depending on your situation, you may then decide to report the claim to your insurer.

The steps that follow can vary depending on the type of loss, the information available, your deductible, applicable limits, and the coverage included in your policy.

Your insurer or the assigned claims adjuster may ask for more information, confirm the claim process, and explain what happens next.

Your broker remains available to answer your questions and facilitate communication when needed.

After a claim is reported, a claims adjuster may be assigned to gather the information needed to review the file. This can include the cause of loss, the damage, supporting documents, policy terms, and any other details relevant to the claim.

The claims adjuster reviews the information collected in light of the facts reported and the coverage, limits, deductibles, conditions, and exclusions in the policy.

Additional information may be requested before a decision is made.

After the review, the claims adjuster will communicate the decision and explain any next steps that apply to your situation, including payment, repair, replacement, or other handling instructions where applicable.

Ready to file a claim?

Contact your La Turquoise broker once you are safe. We can help you understand the first steps, organize the information your insurer may need, and decide whether to report the claim.

A La Turquoise broker will take the time to understand what happened and answer your questions.

If you cannot call right now, you can also fill out our contact form.

A member of our team will contact you regarding your request.

Contact us

1.855.572.2247 Contact form
Insurance agent on the phone wearing a headset in front of a computer. Situation related to the processing of an insurance claim and support for policyholders in Québec.

Claims FAQ: what to do depending on your situation

These answers cover common first steps after a loss. For questions about your own file, coverage, deductible, or insurer requirements, contact your La Turquoise broker.

Act quickly to limit the damage.

  • Identify and shut off the water source if you can do so safely, such as a shut-off valve or main valve.
  • Do not use electrical appliances or outlets in affected areas until it is safe.
  • Move undamaged items away from the water and elevate furniture where possible.
  • Take photos or videos before cleanup, if it is safe to do so.
  • Keep damaged property, parts, and items that may have caused the damage until your insurer or claims adjuster gives instructions.
  • Keep receipts for emergency work, cleanup, temporary repairs, or additional expenses.
  • If you know your insurer and they offer online claim filing, you can submit your claim directly through their portal.
  • If in doubt, contact your La Turquoise broker as soon as possible to understand what information to provide and what steps may apply.

Safety first.

  • Make sure you and your passengers are safe. If anyone is injured, call 911 immediately.
  • Do not apologize or admit liability at the scene, verbally, in writing, or online.
  • Exchange names, phone numbers, driver’s licence information, registration, and insurance information with the other parties involved.

If no one is injured,

Make sure you are safe before checking the damage.

  • Call the police as soon as you discover a theft, break-in, or act of vandalism. Your insurer may ask for the police report number.
  • Avoid touching or cleaning the scene before the police arrive, unless it is necessary for safety or to prevent further damage.
  • Make a list of stolen or damaged property, including descriptions, approximate values, purchase dates, and proof of ownership where available.
  • Take photos or videos of the damage, forced entry, and affected areas.
  • Keep receipts for emergency repairs, temporary protection, or cleanup.
  • If you know your insurer and they offer online claim filing, you can submit your claim directly through their portal.
  • If in doubt, contact your La Turquoise broker as soon as possible to understand what information to provide and what steps may apply.

Act quickly to limit the consequences and preserve evidence.

  • Limit compromised access by changing passwords, blocking affected accounts, and notifying your financial institution if banking information is involved.
  • Keep all evidence, including suspicious emails, screenshots, unauthorized transactions, system alerts, and messages from fraudsters.
  • Record the timeline of events in as much detail as possible.
  • Avoid deleting data or reformatting devices before speaking with your insurer, IT provider, or cyber response contact, unless urgent containment is required.
  • File a report with the appropriate authorities, if applicable.
  • If you know your insurer and they offer online claim filing or a cyber incident hotline, use the process provided in your policy documents.

If in doubt, contact your La Turquoise broker as soon as possible to understand what information to provide and what steps may apply.

Do not ignore the notice, and do not respond to the allegation before speaking with your broker or insurer.

General liability insurance is designed for third-party claims alleging bodily injury or property damage caused by your business, including the defence of covered claims, subject to the facts of the situation and the terms of your policy.

  • Do not apologize or admit liability, verbally, in writing, or on social media.
  • Contact your broker promptly to understand what information should be provided to your insurer.
  • Gather all documents related to the incident, including correspondence, photos, contracts, reports, invoices, and any formal notice or legal document received.
  • Send the documents to your insurer or claims adjuster as soon as possible, according to their instructions.
  • If you know your insurer and they offer online claim filing, you can submit your claim directly through their portal.

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