|
Natural Disaster or Other Incident
Track the Progress of Your Claim
What to do
Click on each step to see the description.
Before calling the claims department
Your vehicle may be damaged by weather or other incidents. You can count on us to get you back on the road as soon as possible.
Making a claim
Make sure you have the following information:
- The number of your insurance policy or your auto insurance certificate
- The location where the loss or incident occurred
- The contact information of the towing company and where the vehicle was towed, where applicable
Opening your claim
Report the loss or incident at 1-866-776-8343
First contact with our claims department
(This call could take up to 30 minutes)
The claims department agent will:
- Take your full statement on the circumstances of the loss
- Check your insurance coverage
- Help you to decide where the vehicle will be repaired:
- Advise you which documents to send in or which ones will be sent to you
- Give you your claim number
Your claim will be assigned to one of our claims advisors
Your claims advisor has the training and knowledge to handle your claim and advise you throughout the process.
Go to the Recommended repair shops tab for a list of auto body shops that have an agreement with us. Assessing the damage
The damage assessment process determines:
- whether your vehicle can be repaired, i.e., if the cost of repairs does not exceed the value of the vehicle
- how long the repairs will take
If you choose one of our recommended repair shops
- The process is simplified because of our existing agreements
- The repair shop will assess the damage and send us a report with photographs
- The repairs are guaranteed by the repair shop for as long as you own the vehicle and a valid insurance policy with us
If you choose another repair shop
- One of our appraisers will visit the shop to assess the damage to your vehicle
If repairs cost more than the value of your vehicle
This would be considered a "total loss". Depending on your policy coverage, we'll pay you the market value of your vehicle or the amount provided for under your policy. Analyzing the claim
All claims are analyzed by our claims advisors. How long this step takes varies from claim to claim.
Your claim is analyzed to determine the scope of your coverage, among other things. Repairs
At this stage, you'll be in direct contact with the repair shop
- The repair shop will repair your vehicle once it receives authorization from you and your claims advisor.
- Based on your policy coverage, you could be entitled to a replacement vehicle while the repairs are being done. Your claims advisor will confirm the terms and conditions that apply.
- The repair shop will contact you once the work is completed, so you can pick up your vehicle.
Payment
The claims advisor will confirm the amount of your deductible.
If your vehicle was repaired
- By a recommended repair shop:
-
- You pay your deductible directly to the repair shop
- We pay the shop for the repairs
- By another repair shop:
-
- You pay your deductible directly to the repair shop
- We send a settlement cheque to the repair shop
- Have all the beneficiaries endorse the cheque (if required)
- Make sure you're satisfied with the work before settling the bill
If your vehicle was declared a total loss
We'll send you your settlement cheque as soon as we receive all the documents required by your claims advisor. The cheque must be endorsed by all beneficiaries. Closing your claim
Once all the payments have been made, your claim will be closed.
We hope your claim will be settled to your satisfaction.
Auto Insurance Coverage
You're asking yourself: Am I covered? Learn more here about coverage for natural disasters and other incidents.
Two ways to check your insurance coverage
- Consult your insurance policy—also available at Online Client Services.
- Speak to an insurance agent at 1-888-476-8737.
Basic coverage
Comprehensive coverage is generally included in your auto insurance policy. However, it may not have been included if you opted to be covered only for damages caused to the property of others.
- Comprehensive (Section B3)
-
This coverage protects you against loss or damage to your vehicle, such as:
- Glass breakage
- Fire, theft, vandalism
- Wind storms, lightning, earthquakes, floods, hail
- Objects thrown in the air or falling objects
- Riots or disturbances of the peace
- Projectiles
- Explosions
Note: If Comprehensive Cover – Deletion of Glass Endorsement 13c is included under your policy, you aren't covered, among other things, for projectiles breaking your windshield or windows caused by an act of vandalism.
Optional coverage
Each car insurance policy is different. When you took out your policy, optional coverage may have been added based on your needs. If so, here's how you're protected.
- Loss of Use Extension Endorsement (Broad Form) (Endorsement 20 A)
-
You're covered:
- If you can't use your vehicle as a result of damage covered under your policy.
This coverage reimburses you for certain expenses, such as:
- renting a replacement vehicle
- using a taxi or public transit while your vehicle is being repaired—don’t forget to keep your receipts!
- Civil Liability Resulting from Damage to Non-Owned Automobiles Endorsement INCLUDING Automobiles Provided by an Employer (Endorsement 27)
-
You're covered:
- If you damage a passenger vehicle, camper or trailer you rent or borrow in Canada or the United States.
Is the rental company charging you for basic auto insurance? Don’t pay for coverage you already have! Simply show your auto insurance certificate that includes Endorsement 27 when renting a vehicle.
- Replacement Cost (protects the value of a new vehicle) (Endorsement 43 A and E)
-
With this coverage:
- Your new vehicle is protected against depreciation following a loss. Under certain conditions, this coverage may apply for up to five years.
Equipment installed after purchasing the vehicle – that was damaged in the accident – is also covered, for example:
- Bike rack
- Luggage rack
- Trailer hitch
In case of partial loss:
- Your vehicle will be repaired with new parts.
In case of total loss:
- Your vehicle may be replaced by a new vehicle having similar features, equipment and accessories.
- Under certain conditions, this coverage also offers you the option of either not replacing your vehicle or replacing it with a different model.
- Value Plus OptionTM (protects the value of a used vehicle) (Endorsement 43 B and F)
-
With this coverage:
- Your used vehicle is protected against depreciation for up to 5 years.
In case of partial loss:
- If depreciation applies when a damaged part is repaired or replaced, this coverage will pay the amount of the depreciation, up to $1,000.
- For example, your car door that already has some rust damage is dented after a collision. With this coverage, the dents will be removed and the door will be repainted (will therefore look better than before), and you won't be charged for the depreciation due to the rust.
In case of total loss:
- Depending on the option included in your policy, you get compensation equivalent to:
- the price you paid for your car, plus annual indexing; or
- the value of your car at the time of the loss, plus annual indexing.
- $0 Deductible Option
-
With this coverage:
- You pay no deductible in the event of a covered loss.
Still have questions?
Don't hesitate to call or email your claims advisor who can explain the details of your insurance coverage.
Recommended Repair Shops
The Personal offers you a network of recommended auto body shops.
Our established affiliation with these repair shops gives you the following advantages:
- Excellent service with fast turnaround
- 24/7 towing service
- Accurate damage assessment using the latest technology
- Replacement vehicle while yours is being repaired
- Repairs made by a qualified and experienced team
- The repairs are guaranteed by the repair shop for as long as you own the vehicle and a valid insurance policy with us
Recommended auto body shops
Contact your claims advisor to find a recommended body shop near you.
Frequently asked questions
- When Should I File a Police Report?
-
You need to file a police report in the following situations:
- Theft or attempted theft
- Vandalism
- Fire
- If a vehicle hits your house
- What Is the Difference Between Collision, Comprehensive and Uninsured Automobile Coverage?
-
Collision covers damage to your car that’s caused when it tips over or collides with another object. For example, if you’re driving in a parking lot and you hit another car or bump into a lamp post, or if a shopping cart hits your car, the resulting damage is covered by Collision.
For other damages not covered by Collision, your Comprehensive coverage takes over. Comprehensive covers glass breakage and damage caused by theft, wind storm, hail, fire, or earthquakes.
When you purchase both Collision and Comprehensive coverage, you’ll get the All Perils coverage, free of charge.
To find out which endorsements to include in your insurance policy, read Choosing the Right Kind of Auto Insurance.
- What Is a Material Change in Risk? How Does It Impact My Policy and Claims?
-
As a policy holder, you are responsible for informing your insurer of any changes made to your vehicle and/or how it is used. This includes things like vehicle modifications, changes in vehicle use (for example, commercial use), the addition of newly licensed drivers to your household, a change of address, etc.
A vehicle modification includes:
- Performance-related modifications, such as upgrading the engine
- Electronic modifications, such as upgrading the stereo
- Cosmetic modifications, such as tinting the windows
Commercial use means any change in use where the insured vehicle is now used for commercial purposes. For example, if you recently became a painter and you started using your mini-van to carry your paint and equipment, this would be considered commercial use.
You should always notify your insurer when any material change, as outlined above, is made to your vehicle. The risk of this change will be re-evaluated and may result in a premium adjustment. If you make any of the changes described above but don’t inform your insurer, the insurer can decide to deny your claim, and may even cancel or void your policy. For example, if you modify your vehicle to give it a turbocharged engine and you end up crashing, you’ll most likely be refused coverage for violating your insurance contract.
Note: If your vehicle has been modified because of a medical condition, you should still notify your insurer.
Read other questions and answers about auto insurance.
- What's a Deductible?
-
A deductible is the amount you must pay when you make an insurance claim.
For example, if you have a $500 deductible, you pay the first $500 of the repair costs, and we pay the rest.
To find out more about this topic, read The Impact of Your Deductible on your Premium.
- How Do Claims and Convictions Affect my Premium?
-
Generally speaking, your premium will increase if you’re at fault in an accident, regardless of whether you’re entirely or partially at fault. Tickets and convictions can also affect your premium, depending on the type of offense.
The number of at-fault claims, as well as the number of convictions, and/or the type of conviction (such as impaired driving) that you receive may also impact your eligibility for insurance.
For tips on how to save on your insurance, read Tips to Save on Home and Auto Insurance Premiums.
Read other questions and answers about auto insurance.
The clauses and terms of the described coverage are set out in the insurance policy. Some conditions and exclusions apply.
The body shop is entirely and solely responsible for work done.
|