If something has gone wrong, start here.

The first 24 hours

1. 1Call the claims line on 1-800-555-0142 or open a notification in the portal.
2. 2Stop any further transfers from affected wallets or accounts, if you can do so safely.
3. 3Report theft or fraud to your local police and the Canadian Anti-Fraud Centre, and keep the reference number.
4. 4Notify the exchange, custodian or bank involved in writing and keep their response.
5. 5Do not attempt to negotiate with attackers or pay any ransom without speaking to us first.
6. 6Write down a timeline while it is fresh: who did what, when, from which device.

Documentation checklist

• Transaction hashes for every affected transfer
• Wallet addresses — yours, and any destination addresses
• Police report reference and Canadian Anti-Fraud Centre reference
• Platform, exchange or bank incident reports and correspondence
• Forensic or incident-response reports, if commissioned
• SWIFT confirmations, MT103s and remittance advice for fiat transfers
• Evidence of the security controls in place at the time of loss

The claims portal

The claims portal lets you notify a loss, upload documents securely, see which items are outstanding and message your adjuster. Uploads are encrypted in transit and at rest. Outside portal hours, the claims line handles notifications at any hour.

Escalation path

1. Your assigned adjuster
2. Claims manager at the insurer
3. Our complaints officer (see Complaints Procedure)
4. The insurer's internal ombudsman
5. The General Insurance OmbudService (GIO) or AMF in Quebec