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Making a Claim

Knowledgeable claims and service advisors are available to help you.

How to Make a Claim

You can count on us to make the claims process as easy as possible.

Follow these steps:

Having the policy number handy when you call will help us give you faster service. If you can’t find it, don’t worry—we can still assist you.

Call 1-800-769-2526, or

#722 on a Bell or Rogers cell phone.

We will guide you through the claims process and the documentation you need. What you need to make a claim depends on your province of residence.

Claim Forms

Select your province to download the form(s) you need to make your claim. A claims advisor will guide you on the forms you need when you call.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Proof of Loss – Fire Only

Complete this form to provide a sworn record of the loss or damage to your property due to fire.

Proof of Loss – Other than Fire

Complete this form to provide a sworn record of the loss or damage to your property due to a covered risk other than fire.

Customer Service and Support

Manage your home and property insurance policy

Questions about your policy?

Call us if you have a question about your existing insurance policy.

Call 1-877-749-7224

Mon-Fri: 8am-8pm, Sat: 8:30am-4pm, ET
Quebec: Mon-Fri: 8am-6pm, ET

Should you make a claim?

For confidential and free advice:

Call the Anonymous Claims Advice line and get expert advice without giving your name or policy number.

Call 1-866-953-8285 Mon-Fri, 9am-5pm ET

Note: Available in all provinces and territories except Quebec.

Need to update your policy?

Call as soon as possible if you have a change that could impact your policy.

Please call to update your policy if you:

  • Change your name, phone number or email address—or get married or divorced
  • Make major renovations or upgrades to your home or property
  • Get a roommate or take on a tenant
  • Start a home-based business
  • Move to another home, condo unit or rental
  • Take out another mortgage on your home
  • Buy another property
  • Want to change your coverage
  • Want to change how you pay for your premium
  • Think you cannot pay your premium
  • Install a home security system
  • Insure your vehicle through RBC Insurance

You should also call if you are going on a trip and your home is going to be vacant for 30 days or more. There are steps you must take to help protect against damage or loss; otherwise, your coverage could be reduced.

Call us at 1-877-749-7224,

Mon-Fri: 8am-8pm, Sat: 8:30am-4pm, ET
Quebec: Mon-Fri: 8am-6pm, ET

View Your Policy Information

Review your policy details online—all within a secure environment:

  • Go to the Enrol page for Online Insurance.
  • Follow the simple 3-step process to enrol.

Note: If you already have an Online Insurance account, enter your user name and password, then select "Sign In".

  • Sign in to Online Insurance.
  • Select a policy number to see policyholder(s), coverage information, insured vehicles and driver details.

Claims and Service FAQs

Find answers to your questions about home and property insurance coverage, claims, deductibles, premiums and discounts.

It depends on the type of home you live in. If you own a house, your property insurance will cover the house itself and detached structures like a fence or storage shed.

Your insurance will also cover personal belongings such as jewellery, artwork, furniture, computers, carpets and more.

Finally, your policy also includes third-party liability coverage. This protects you against personal liability if somebody is injured while on your property or if you accidentally cause damage to a neighbour's property.

Here are some of the best tips for saving through RBC Insurance®

  • Lower your premium by choosing a higher deductible
  • Combine your insurance through us
  • Install a home security system

Your coverage should begin as soon as you become the legal owner or tenant, even if your home or condo unit is still being built.

  • All Perils protects your insured property against the widest range of risks and only excludes the perils specifically listed in your policy.
  • Specified Perils protects your insured property against the most common risks, which will be listed in your policy.

The owner of the property you're renting almost certainly has insurance on the building itself. They may also have coverage for certain items inside your rental unit, such as the carpets, light fittings and appliances. So you may wonder why you need coverage too.

Here are three excellent reasons:

  • Your landlord's insurance will not cover your personal belongings. Your jewellery, artwork, furniture, entertainment equipment and other valuable belongings will not be protected.
  • Your landlord's insurance most likely does not cover any upgrades you have made to your rental unit and paid for yourself. For example, you may have installed upgraded carpets or added built-in shelving units in the closets.
  • Finally, you need to protect yourself against personal liability for injuries to visitors to your home or for damage you accidentally cause to your neighbours' property.

For details, see: Tenant Insurance.

Your condominium corporation has insurance, so you may wonder why you need your own coverage.

Here are three excellent reasons:

  • Your condominium corporation's policy will not cover your personal belongings. Your jewellery, artwork, furniture, entertainment equipment and other valuable belongings will not be protected.
  • Your condominium corporation's policy only covers items that are part of the building. You need your own insurance to protect the upgrades you have made inside your unit, such as better carpets and built-in cupboards.
  • Finally, you need to protect yourself against personal liability for injuries to visitors to your home or for damage you accidentally cause to your neighbours' property.

For details, see: Condo Insurance.

The liability coverage included in a homeowners, condo or tenant insurance plan protects you financially if you unintentionally cause bodily injury or property damage to others—at your home or anywhere in the world. For example:

  • A babysitter slips on a spill on your kitchen floor and injures her back.
  • A dead tree in your yard falls and hits your neighbour's roof, causing damage.
  • You throw a baseball on the beach while on vacation in Florida and you accidentally knock out a bystander's tooth.

Insurance coverage for water damage depends on a number of things, like where you live and how your home was constructed. Insurance for some types of water damage may be included automatically in your policy, and some may need to be purchased as extra.

Examples of causes of water damage that aren’t covered under most standard home insurance plans are flooding and seepage:

  • Flooding results in damage from water that flows into your home from natural sources like lakes and rivers, or large amounts of pooled water.
  • Seepage refers to the slow movement of water or other fluid through small openings, cracks or pores in your home.

Causes of water damage that are usually covered by most standard home insurance plans include or can be added by endorsement:

  • Sewer backup: Water is forced through the sewer system back into your home, or your sump pump fails (Sewer back can be added by endorsement).
  • Water Escape: This covers water damage that may be caused when your bath or sink overflows or a pipe or hose inside your house breaks.

Not automatically. However, you can purchase earthquake coverage for an additional premium. For details, see Endorsements for Your Property.

Most property insurance will protect your belongings when you travel. For example, if your luggage is stolen from a hotel room or your car, you may be covered for the loss.

Remodeling your home may change the valuation placed on your property. If you build a major addition or swimming pool, you will need to update your insurance policy.

Overland water is fresh water that accumulates on land which is usually dry, resulting from:

  • Torrential rain or snow melt;
  • Overflow of a body of fresh water.

We’ve made the Overland Water Endorsement available for purchase in response to the effects of changing weather patterns and the increasing number of severe storm events that often cause property damage.

If you purchase this additional protection, you will have coverage for damage caused by overland water entering your property from torrential rains, rapid snow melt, or overflow of lakes, streams and rivers. This includes coverage for loss or damage from the sudden and accidental entrance of overland fresh water through foundations, basement walls or basement doors. This coverage is not included in your Extended Water Damage coverage.

However, please remember that Your Extended Water Damage option also provides very important coverage. This includes the sudden and accidental backing up of water or sewage through:

  • Drains, waste and sewer pipes that are underground or outside the building
  • Septic tanks, septic systems or connected piping located outside a the building
  • Retention tanks or holding ponds, sump pits, sump pumps and their attached piping or equipment
  • Eaves troughs or downspouts

Overland water does not cover:

  • damage from coastal flooding of salt water including spray or storm surge.
  • seepage through basement walls, doors or foundations that is not caused by Overland Water
  • loss or damage from water resulting from the intentional breaches of structures such as dams, dykes and levees

The Home Repair Bundle includes all three services for $125 per year:

  • Home Repair Assure to fix a minor issue before it leads to a large claim;
  • Claim Prevent to prevent a further claim occurring from the same cause after a claim has already occurred;
  • HALO Assist for free access to phone advice from legal and health experts.

In addition to the home repair service, you have access to unlimited information about covered repair issues in your home. You can call the toll-free number any day, any time and a service representative can answer questions you may have about home issues and repairs. If your home repair issue is not covered under the program, you can choose to be referred to a trusted service provider in your area. You can then arrange and pay for service directly with them.

Three different services are available.

  • Claim Prevent can be used immediately after a covered claim.
  • The services in HALO Assist can be used immediately after the date coverage starts
  • For the Home Repair Assure portion of the endorsement, there is a 45-day waiting period from the date coverages starts

The services cannot be purchased separately.

The deductible is the amount you must pay out-of-pocket for a claim before your insurance policy pays.

The standard deductible amount is $1,000 for homeowner, condominium owner or tenant insurance policies. You may be eligible to increase or decrease your deductible amount, which may impact your insurance premium. Since the deductible amount is what you pay out-of-pocket for a claim, it is important you choose an amount that you can afford if you ever need to make a claim.

In most cases for property loss or damage, a deductible will apply. However, there are certain instances when you will not have to pay a deductible for property losses.

There are a number of ways to reduce your insurance premiums. Here are some of the best tips for saving through RBC Insurance®.

  • Lower your premium by choosing a higher deductible
  • Combine your insurance through us
  • Install a home security system

You have several payment options, including regular pre-authorized chequing account withdrawals, credit card debits (Visa or Mastercard) and lump-sum payments.

Using any of the services provided under the Home Repair Bundle won’t affect your claims history or claims-free discount. The Home Repair Bundle is designed to help you proactively reduce and prevent the same claims from occurring and provide further protection with assistance services.

If you make a claim under this endorsement, your premium, claims history and claims-free discount will not be affected. You do not have to pay your policy deductible if you have an Identity Theft claim.

Yes; however, this service is not available in Quebec.20 You can call 1-866-953-8285 to get free, anonymous home and auto insurance advice before you make a claim. You don’t have to give your name or policy number. Claims advisors will provide you with impartial information pertaining to your specific situation to help you decide on the best course of action.

Yes. Your claims advisor will work with you to determine the cash settlement on minor repairs. Generally, a cash settlement will be based on the property’s age, condition of the property immediately before the damage occurred, and the property's normal life expectancy. Cash settlements typically exclude government taxes and the profit and overhead costs that would normally be paid to a contractor to complete the repairs.

The choice of the repair firm is ultimately yours. However, you can also choose from a list of preferred vendors whose work is guaranteed for both quality and timeliness. Recommended contractors have been fully certified to handle all losses, including fire, water and wind. They are available at any time to respond, as timely action can greatly assist in the restoration process and reduce the inconvenience to you. If you use your own contractor, your claims advisor will work with you and the contractor to determine the scope of the repairs and a price for completing them.

A claims advisor will ask you to prepare an itemized list of all your missing and damaged property (see Schedule of Loss below). Depending on the severity of the damages or loss, a claims advisor might inspect your property, document the claim and assist you through the process. The claims advisor will review your policy and let you know which coverages apply and their corresponding limits. You may be asked to gather key documents to establish proof of ownership. These documents can include: receipts, owner’s manuals, warranty cards, appraisals, photographs, original manufacturer packaging, etc.

A schedule of loss is a document submitted to the insurance company that lists all the lost or damaged items in a claim. It includes information about the item itself like the model number, when and where it was purchased, the cost of the purchase and the replacement amount.

A Proof of Loss form is the official document completed by a policy owner and provided to an insurer regarding a loss. It provides the insurer with all the information needed to assess the loss.

The amount of time required to handle each claim will vary based on the severity, extent and type of the property loss or damage. Some claims can be resolved in a single phone call, but others are more complex and require in-person inspections to make sure that all damages are properly identified. Your claims advisor will explain the claims process up front and give you a time estimate when they begin to handle the claim.

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Service provided by Aviva General Insurance Company. Service not available in Quebec. Quebec residents may call 1-800-769-2526 for questions about their policy and coverages.