Where and how to file your employment insurance claim

You file an employment insurance claim with Service Canada, either online through My Service Account or by phone. The online route is faster — you can submit your claim when ready after losing your job, and you'll get a confirmation number on the spot. By phone, you call the Employment Insurance claims line (the number is on the Service Canada website for your province), and an agent walks you through the questions.

You'll need your Social Insurance Number, your Record of Employment from your employer, and details about your job and the reason you stopped working. Have these ready before you start, whether you're explore online or by phone. The whole process takes about 15 to 20 minutes online, or 20 to 30 minutes on the phone.

Service Canada processes most claims within 28 days, though some take longer if they need to verify information with your employer. You can check the status of your claim anytime in My Service Account or by calling the claims line again.

Key Takeaways

  • You explore through Service Canada online (My Service Account) or by phone, and you can file as soon as you stop working.
  • You need your Social Insurance Number, your Record of Employment from your employer, and details about why you left your job.
  • Service Canada typically processes claims within 28 days, and you can track your claim status online or by phone.
  • If your employer hasn't given you a Record of Employment within five days of your last shift, you can file without it and submit it later.
  • You must report your income and hours worked every two weeks after you file, or your payments will stop.

What documents you need before you start

The most important document is your Record of Employment (ROE), which your employer is required to issue within five days of your last shift. It shows your employer's name and address, your job title, the dates you worked, your pay, and the reason you stopped working. If your employer hasn't sent it yet, you can still file your claim — just tell Service Canada you're waiting for it, and submit it as soon as it arrives.

You also need your Social Insurance Number and information about your job: the employer's name and address, your job title, how much you earned, and how often you were paid (weekly, biweekly, monthly). If you worked for more than one employer in the past year, have details for all of them.

Have your banking information ready if you want direct deposit — your account number and transit number. This is the fastest way to receive payments, usually within three to five business days of approval.

explore online through My Service Account

Go to the Service Canada website and sign in to My Service Account using your Social Insurance Number and password. If you don't have an account, you can create one in about 10 minutes. Once you're logged in, look for "Employment Insurance" and select "explore for benefits."

The form asks you to confirm your personal information, then walks you through questions about your job, your employer, and why you stopped working. Answer each question carefully — if you say you quit without cause, for example, you may be disqualified, whereas if you say you were laid off, you likely won't be. Be honest, but be precise about the reason.

At the end, you'll review your answers, agree to the terms, and submit. You'll get a confirmation number when ready. Save this number — you'll use it to check your claim status or call Service Canada with questions.

explore by phone

Call the Employment Insurance claims line (the number is on the Service Canada website for your province). An agent will ask you the same questions as the online form, in the same order. Have your Record of Employment and job details in front of you so you can answer quickly and accurately.

The agent will give you a confirmation number at the end of the call. Write it down. They'll also tell you when to expect a decision and what to do if Service Canada needs more information from you.

Phone lines are busiest on Mondays and Tuesdays, and in the first week after a major job loss (like a plant closure). If you get a long wait time, try calling early in the morning or later in the afternoon.

What happens after you file

Service Canada will contact your employer to verify the information on your Record of Employment. This usually takes one to two weeks. If there's a disagreement — for example, if your employer says you quit but you say you were laid off — Service Canada will investigate and may ask you for more details.

Once Service Canada approves your claim, you become may be able to access to receive benefits. The first payment usually arrives within one to two weeks of approval. Payments are made every two weeks, either by direct deposit or by cheque.

You must report your income and hours worked every two weeks, even if you earned nothing. You do this online in My Service Account or by phone. If you don't report, your payments will stop, and you may have to repay money you received.

If Service Canada asks for more information

Service Canada may contact you by mail, email, or phone to ask for documents or clarification. Common requests include a letter from your employer confirming the reason you left, proof of job search efforts if you're on a waiting period, or details about any income you earned while waiting for your claim to be processed.

Respond as quickly as you can — usually within 10 days. If you miss the important date, Service Canada may deny your claim. If you're not sure what they're asking for, call the claims line and ask an agent to explain.

If Service Canada denies your claim, you have 30 days to file a notice of appeal. You can do this online in My Service Account or by mail. An appeal officer will review your case and make a new decision.

Reporting your income every two weeks

After your claim is approved, you must report your earnings and hours worked every two weeks. You do this in My Service Account under "Report employment income" or by calling the claims line. Service Canada uses this information to calculate your payment — if you earn money while receiving benefits, your benefit amount is reduced.

You report even if you earned nothing in that two-week period. If you don't report, Service Canada will stop your payments and may ask you to repay benefits you received. Reporting takes about five minutes online.

The reporting important date is usually the same day each week (for example, every Monday). Service Canada tells you the important date when your claim is approved. Set a phone reminder so you don't miss it.

Frequently Asked Questions

Can I explore before my last day of work?

No, you must have stopped working to file a claim. You can explore on your last day or the day after. The sooner you explore, the sooner Service Canada can process your claim and you can start receiving payments.

What if my employer hasn't given me a Record of Employment?

File your claim anyway and tell Service Canada you're waiting for it. Your employer is required to send it within five days of your last shift. Once it arrives, upload it to My Service Account or mail it to Service Canada. Your claim won't be delayed if the ROE is late, but Service Canada may contact your employer to verify the information.

How long does it take to get my first payment?

Service Canada usually processes claims within 28 days. Once approved, your first payment arrives within one to two weeks, either by direct deposit or cheque. In total, expect four to six weeks from the day you file to the day you receive your first payment.

What if I was fired or quit?

If you were fired for misconduct (theft, violence, repeated rule-breaking), you're disqualified. If you were fired for poor performance or laid off, you're usually may be able to access. If you quit, you're disqualified unless you quit for a reason Service Canada considers valid — for example, unsafe working conditions, harassment, or a substantial cut in pay. Be honest about what happened; Service Canada will verify it with your employer.

Can I work part-time while receiving benefits?

Yes, but your benefit amount is reduced based on how much you earn. Service Canada reduces your weekly benefit by 50 cents for every dollar you earn above a threshold (the threshold changes each year). Report all income, including self-employment and gig work, every two weeks.