Flood damage? What to know about insurance claims and cleanup in Quebec

Quebecers impacted by flooding from Friday's torrential rain are scrambling both to clean up the damages and to open an insurance claim to cover them.

On top of dealing with flooded basements and thousands of dollars in losses, some people say they're having trouble getting ahold of their provider.

Here are answers to some questions you might have about the process in the aftermath of the storm and some considerations to make before filing a claim.

LISTEN | Your insurance questions answered:

Daybreak Montreal9:11Answering your insurance questions following the floods

Daybreak host Sean Henry speaks with Pierre Babinsky, the director of communication and public affairs at Insurance Bureau of Canada.

Why can't I reach my provider?

The answer is simple:companies are being inundated with calls.

Pierre Babinsky, the director of communications and public affairs at the Insurance Bureau of Canada, says while insurers prepare for natural disasters,they can only field so many calls.

"If hundreds or thousands of people call trying to reach their insurer at the same time, yes they will register the call, open the claim, but it might take a little while before a claims adjuster can call back," he said, adding you might just need to leave a message.

Babinskysays the high volume of calls doesn't necessarily mean it will take an insurance providermuch longer to settle a claim, but it will still likely take several weeks.

"We tell people to be patient," he said.

What am I covered for?

Theonly waterdamagethat'scovered by your basic insurance policy is whatever comes from inside the home.

"So a plumbing incident, your dishwasher hose breaks and floods your home or water heater, that's covered," Babinsky said.

But any water damage that comes from outside the home, such as sewer backup or infiltration from the ground or roof,is only covered by additional protections added to your policy.

If you're not covered anddamage is caused by athird party such as a neighbour ora municipality's sewage system, Babinsky says people can always take legal action.

What evidence do I need to provide?

Essentially, you need to demonstrate what you've lost and put together whatever evidence you have to prove it.

Depending on the amount of the claim, often photos and video evidence and an itemized inventory of what was lost will be enough to move the claim forward, Babinsky says.

In some cases, a claim's adjustor will visit your home if the claim is for a large amount.

"If you have receipts for the items you've lost, you should put that together and provide that information to the insurer," Babinsky said.

Pictures showing the water level in your basement, for example, would also help.

Should I hold off on cleaning up?

No.

Whether or not you've spoken to your insurer, you should get water out ofyour home immediately to make sure you don't cause further damage, Babinskysays.

You should try to dry out your basement and toss furniture and other things that are damaged beyond repair.

But it's important to document all those items before throwing them out.

"If it's taken away and you didn't document that with photos or maybe video, that might be a little more complicated," Babinskysaid.

When can I toss my damaged goods?

You should check with your municipality to find out when you can dispose of items damaged by the flood, as their schedules vary.

For example, the City of Beaconsfield is already allowing its residents to place bulky items at the curb.Collection was scheduled for Wednesday on its north side, andwill now include the south side.

Dorval says it's also prioritizing the collection of soiled items early this week.

The borough of PierrefondsRoxboro says on its website that it is checkingto see if it can increase the quantity of residual material collections on the territory.

Eco-centres in some municipalities that are part of the Vaudreuil-Soulanges MRC will have extended hours all week.

Is there any other financial support?

If you have no or insufficientflood coverage, you mayreceive financial assistance and compensation from the Quebec government.

In a news release Sunday, the Public Security Ministry announced that municipalities and residents affected by the remnants of tropical storm Debby will be able to benefit from the General Disaster Financial Assistance Program (PGAF), if they meet the eligibility criteria.

The list of those covered by the program should soon be posted here.

"People affected by flooding must ensure that they have identified themselves as a claimant with their municipality and contacted their insurer before applying for financial assistance and compensation," the release reads.

For a more in-depth look at what to do after a flood, consult the government's website.

What about my car?

David Marcil, spokesperson for CAA Quebec, says it doesn't take much for a vehicle to be totalled after a flood.

He says drivers should go to a repair shop and contact their insurer as soon as water reaches halfway up the height of their tires.Even if the vehicle is working fine, water damage can rust and corrode car parts over time. Electric cars are especially vulnerable.

"We have so many computers in a car we don't even know about," said Marcil.

Much like your home, make sure to take lots of photos and document everything for your insurance company.

Written by Sabrina Jonas, with files from Sara Eldabaa, Hnia Ould-Hammou,CBC Montreal's Daybreak and Sean Henry