Intact Insurance and water damage: what’s covered and how the claim works
This page explains how Intact Insurance handles water damage on a home policy, in plain language, with the facts taken from Intact Insurance’s own website. It is general information, not advice on your policy. Your policy documents and your claims representative are the final word on what you hold.
Which Intact Insurance coverage applies to what you’re seeing
Start with where the water came from. That decides which part of the policy it falls under.
- Burst pipe, water heater or appliance leak inside the home
- Basic water damage protection, included in all Intact home policies.
- Water coming up through a floor drain or toilet
- Sewer backup. Enhanced Water Damage Package.
- Water entering suddenly through basement walls, floor or foundation
- Ground water. Enhanced Water Damage Package.
- Flooding from outside
- Overland water. Enhanced Water Damage Package.
- Broken water or sewer service line on your property
- Water and sewer lines. Enhanced Water Damage Package.
- Slow seepage over weeks or months
- Usually excluded as gradual damage.
Check for the Enhanced Water Damage Package
Intact sells four water coverages together as the Enhanced Water Damage Package: sewer backup, overland water, ground water, and water and sewer lines. In Ontario what you can get depends on the type of home and its location, so two neighbours on the same street can hold different cover.
If your policy documents or Client Centre do not show the package, a flood or sewer backup is generally not covered. A burst pipe inside the house usually still is.
How to open the claim with Intact
Call 1-866-464-2424 at any hour, or start the claim in the Client Centre or the app. Intact guarantees that within 30 minutes of answering your call a claims representative will start your claim and can arrange emergency support. The guarantee only applies when the policyholder phones that number; online claims do not activate it.
Have your policy number, photographs of the damage and a rough idea of where the water came from. The source decides which coverage applies, so it is the first thing you will be asked.
Intact’s Rely Network, or your own contractor
Intact runs the Rely Network, its own group of restoration contractors and repair shops, and will usually offer to send one. That can be the quickest option.
If you would prefer a contractor you have chosen, say so when you open the claim, and ask your representative how payment will work. We provide the written scope, moisture map and photographs an adjuster works from, so the estimate can be agreed before any rebuild. We will not ask you to sign anything about payment before an emergency is under control.
What we do on an Intact claim
We extract the water, find and log every wet material with meters and thermal imaging, and dry the structure to a measured standard with a daily log. That record is what lets an adjuster approve drying and repairs without disputing what was wet.
If the water came up a drain, we treat it as Category 3 black water, remove contaminated porous material under containment and document it before disposal, so the sewer backup coverage is supported by evidence.
Our experience with Intact Insurance claims
Insurance claims are most of our work, and we have handled claims for Intact Insurance policyholders. We know what the Intact Insurance claims team asks for and how its water coverage is set up, so the evidence your adjuster needs is collected from the first hour instead of pieced together afterwards.
You deal with one team from the first call to the final repair. We answer the adjuster’s questions ourselves, and we tell you plainly what your policy is likely to cover before any work that is not an emergency.
Common questions
Does Intact home insurance cover water damage?
Basic water damage protection is included in all Intact home policies and covers sudden water damage from inside the home, such as a burst pipe. Flood, sewer backup and ground water are covered through the optional Enhanced Water Damage Package.
What is the Intact Enhanced Water Damage Package?
An add-on that includes sewer backup, overland water, ground water, and water and sewer lines coverage. Availability in Ontario depends on your type of dwelling and location.
What is the Intact Insurance claims number?
1-866-464-2424, 24 hours a day. You can also claim through the Client Centre or the Intact Insurance app.
What is Intact’s 30-minute claims guarantee?
Intact guarantees that within 30 minutes of answering your call to 1-866-464-2424, a claims representative will start your claim and can arrange emergency support. It only applies to phone claims made by the policyholder.
Is Delta24 part of the Intact Rely Network?
Delta24 Restoration is an independent company and is not affiliated with or endorsed by Intact Insurance. Ask your claims representative about using a contractor of your choice.
Where this information comes from
Checked against Intact Insurance’s website in September 2026. Insurers change product names and wording; if anything here differs from your policy, your policy wins. Intact Insurance is a trademark of its owner. Delta24 Restoration is an independent restoration company and is not affiliated with or endorsed by Intact Insurance.