What to do after a fire, water damage or theft at home
The first hours matter, and so does the paperwork. This is a general checklist. Your policy sets what is covered, so read it or ask your insurer or advisor.
First: safety
For a fire or any danger, get everyone out and call 911. Do not go back in until the authorities say it is safe.
If it is safe and you know how, turn off the water or power at the source.
Then, in this order
Call your insurer or advisor promptly. Many policies require prompt notice. Ask what the claim steps are and whether there is an after-hours line.
Prevent further damage if it is safe. Stop leaks, cover broken windows or a damaged roof, and move undamaged items. Keep receipts for emergency repairs. Policies usually expect reasonable steps to prevent more loss.
Document before you clean up. Take photos and video of every room and each damaged item.
Keep damaged items until the adjuster has seen them or your insurer says you can dispose of them.
Make a list of what was damaged or stolen, with the approximate age and value of each item. Receipts, serial numbers and older photos help. Our home contents calculator can help you add it up.
For a theft, report it to the police and get a file number. Cancel affected cards and replace locks or keys.
If you cannot stay home, ask about extra living costs such as a hotel and meals, and keep the receipts.
Be careful with contractors. Check what your insurer will accept before you sign for permanent repairs, and be cautious about anyone who turns up uninvited after a storm.
Water damage: the cause matters
Coverage often depends on where the water came from. Water from a burst pipe, from outside the home (overland water) and from a backed-up sewer can each be treated differently, and the last two are often optional add-ons. Tell your insurer exactly what happened and when.
What usually happens after you make a claim
Every insurer and every claim is different. This is the general shape of it, not a promise of how yours will go.
Make things safe and tell your insurer. Report the loss as soon as you can. Your policy may set time limits for reporting.
Document what happened. Photos or video, receipts, names and contact details, and a list of what was damaged or lost.
An adjuster looks at the claim. The insurer may assign an adjuster, who reviews the damage, asks questions and compares it with your policy.
The insurer explains its decision. You are told what is covered, what is not, and how your deductible applies.
Repairs and payment. Payment may go to you, a repair shop or your mortgage lender, depending on the claim and the policy.
Ask if something is unclear. If you disagree with a decision, ask the insurer to explain it. Insurers have a complaint process, and there are independent bodies you can turn to if it is not resolved.
Policies expect prompt notice, so call as soon as you safely can. Ask your insurer if there is a deadline for filing the full claim.
Should I clean up before the adjuster comes?
Take photos first and do the emergency steps that prevent more damage. Keep damaged items until your insurer says otherwise.
Will my insurer pay for a hotel?
Many home policies include extra living costs if you cannot live at home after a covered loss, usually with limits. Check your policy and keep receipts.
Will making a claim raise my premium?
It can, depending on the insurer, the kind of claim and your province. Ask before you decide, and see our should I make a claim calculator for small losses.
General information, not advice or a recommendation. Rules differ by province and by insurer, so confirm with your insurer or a licensed advisor. This page was last checked in November 2026.