Claims

Report a claim

When something goes wrong, you want a person, not a phone tree. As your independent brokerage, we help start the claim, organize the details, communicate with the insurer where permitted, and stay involved so you’re not left figuring it out alone.

Emergency right now? If it’s a fire, a major water escape, a break-in, or anything unsafe, don’t wait on a form. During our hours, call us at 604-582-0557. If we’re closed, call your insurer’s 24-hour claims line printed on your policy documents.

Start here

Where does your claim go?

The fastest route depends on the kind of claim. Pick the one that fits.

Auto / ICBC

An ICBC Autoplan claim

ICBC handles Autoplan claims directly — not through your advisor. Report it to ICBC and they’ll assign a claim number and adjuster.

1-800-910-4222

Or 604-520-8222 in the Lower Mainland. Phone lines 8 a.m.–8 p.m. daily; report online anytime.

Report to ICBC →

Emergency · after hours

It’s urgent and we’re closed

Fire, flooding, a break-in, anything unsafe — act first. When Prime is closed, contact the 24-hour emergency claims line on your insurer’s policy documents right away.

Then let us know — we’ll pick it up and advocate for you as soon as we’re open.

Home · property · business

A non-emergency claim

For home, condo, tenant, strata, or commercial claims that aren’t an emergency, call us during business hours or send the details below and an advisor will reach out.

604-582-0557 Start the form ↓

Tell us what happened

For home, property, and commercial claims that aren’t an emergency. Fill in what you can — we’ll follow up for anything missing. Fields marked * are required.

Before you fill this out

Make sure everyone is safe.
If it’s safe to do so, take reasonable steps to stop further damage — for example, shut off the water.
Keep damaged items and any receipts until the insurer tells you otherwise.

If water is still leaking, the property is unsafe, or the damage is getting worse, don’t wait for this form — call an emergency restoration company or your insurer’s 24-hour claims line right away, then let us know.

Not sure whether to claim?

Some losses are worth talking through before a claim is formally opened — especially smaller property claims, where your deductible, claims history, and future premiums all matter. Send the details below or call us first at 604-582-0557, and we’ll help you understand your options before you decide.

Your details

First name *

Last name *

Email *

Phone *

Best time to call (optional)

Currently insured through Prime? (optional)

Prefer a callback in Punjabi or Hindi?

The policy

Insurance company (if known)

Policy number (if known)

Found on your pink slip or policy declarations page — okay to leave blank.

What kind of property? *

The loss

Is the damage still happening or getting worse?

Yes No Not sure

If yes — please call us at 604-582-0557, or your insurer’s 24-hour line if we’re closed, rather than waiting on this form.

Date of loss *

Approximate time (if known)

What caused the damage? *

Address where the loss happened *

City *

Province *

Postal code

Was a police report made?

Yes No

Already reported to the insurer?

Yes No

Police file number (if you have it)

Claim number (if you have it)

Adjuster name (if known)

What happened? *

A simple structure helps: what happened → when you noticed it → what’s been damaged.

What have you done so far? (check any that apply)

Shut off the water Called a plumber / restoration company Called police Took photos Moved items to prevent further damage Contacted the insurer Nothing yet Something else

Photos (optional, but they help)

Upload photos

You can select several at once. Include wide shots, close-ups, and the source of the damage if it’s safe to photograph. Images only (JPG, PNG, HEIC, or WebP), up to 10 MB each. For video, mention it in the description and we’ll arrange another way to send it.

Your information is sent securely to Prime Insurance and used only to help review and report this claim.

I authorize Prime Insurance to contact me by phone, email, or text about this claim and to share these details with the relevant insurer where appropriate to help start the claim. See our Privacy Policy. *

Secure form — your details are only shared with your insurer to help start the claim. Handled by licensed advisors in Surrey, BC, not a call centre.

Leave this field empty

✓

Got it — we’re on it.

A licensed advisor will review your claim and contact you during business hours — usually the same business day.

Submitting this form doesn’t confirm coverage or that the insurer has accepted a claim. If this becomes urgent before then, call 604-582-0557, or your insurer’s 24-hour line if we’re closed.

After you send it

What happens next

You’re not filing into a void. Here’s how we move it forward.

An advisor reviews it

A licensed advisor reads your details during business hours and contacts you — usually the same or next business day.

We help start the claim

We send the details to the insurer where appropriate, help obtain the claim number, and make sure the file starts with the right information.

We stay involved

As your advisor, we help you understand the process, keep the claim moving, and make sure your questions are answered as the file goes through adjusting.

Rather just talk to someone?

A licensed advisor answers the phone — never a voicemail tree. Call us and we’ll walk through your claim together.

Call 604-582-0557

Mon–Fri 8:30am–9:00pm · Sat 8:30am–6:30pm · Sun & Stat Holidays 10:00am–5:30pm

Never miss a renewal again

Tell us what you have and when it expires — a Prime advisor will review it with you before it renews.

Done — we’ve got it. A Prime advisor will be in touch before your renewal. Need us sooner? 604-582-0557.

Need help choosing the right coverage?

Surrey businesses since 1994

ICBC request form.

Request a quote or speak with a broker.