The Insurance Bureau of Canada (IBC) has deployed its Virtual Community Assistance Mobile Pavilion (V-CAMP) to support residents affected by the ongoing fire at two neighbouring condominium buildings in Toronto's Thorncliffe Park community.

The program is providing information on coverage, claims procedures, and next steps for those who are unable to return to their homes.

The five-alarm fire broke out on Nov. 27 at 11 Thorncliffe Park Drive and 21 Overlea Boulevard. The blaze, located in material between the connected buildings, prompted a full evacuation after high carbon monoxide levels were detected. Fire crews continue efforts to control the situation, and access to the site remains restricted.

Anne Marie Thomas, director of consumer and industry relations at IBC, said the disruption facing affected residents is significant, and acknowledged efforts of first responders. She stated that policyholders with property damage should contact their insurance representative when prepared to start a claim and that insurers will work with them through the recovery process.

IBC is working with the City of Toronto and emergency management officials as the response unfolds. According to the bureau, insurers play a role following such incidents, acting as secondary responders by facilitating claims, coordinating with adjusters, and assisting with temporary housing needs when necessary.

In Canada, home insurance policies cover fire damage, including fires originating from neighbouring units or buildings, unless caused intentionally by the policyholder. Policies also include additional living expenses that can cover temporary accommodation, meals and incidentals for a set period. 

IBC advised policyholders to report damage as soon as possible, noting that many insurers operate 24-hour claims services. When safe, residents should list damaged or destroyed belongings, gather proof of ownership, and retain impacted items unless they pose a health risk, it added.

Large-scale residential fires can drive higher property losses for insurers, particularly in high-density areas where displacement affects many households. These events test insurer response capacity and often result in increased claims activity related to property, temporary housing and personal contents.