Frequently Asked Insurance Questions

Believe it or not, reducing your auto insurance premium is up to you.

Here are some tips:

• Drive carefully.
• Get your auto insurance and home insurance with us. You could qualify for a multi-line discount.
• Choose a vehicle with low insurance rates. Generally speaking, the older the car, the cheaper the premium. Get an auto insurance quote and compare the rates for different vehicles.
• Choose a vehicle with low repair costs. It costs less to repair an economy-class vehicle than a luxury vehicle.
• Install a certified anti-theft system. We will reduce your auto insurance premium, no matter how old your vehicle is.
• Increase your Collision and Comprehensive deductibles. The higher your deductible, the lower your premium.
• If your vehicle is old, consider not including Collision and Comprehensive coverage in your auto insurance policy.

To make the right choices when purchasing auto insurance, read Choosing the Right Kind of Auto Insurance.

In Quebec, yes. The copy of your certificate that you can download and print from our Online Client Services is just as valid as the original certificate.

The copy contains exactly the same information as the original certificate. You can print it in either colour or black and white and not be afraid to show it to a police officer should the need arise. However, you should make sure that all of the information is visible after you print it.

Yes, it’s the law.

• If you get caught driving without auto insurance in Canada, you’ll be fined.
• If you damage someone’s property, or you injure or kill someone and you are sued, you’ll have to pay for the damages in full.

Before you buy auto insurance, read our tips Compare and Choose Your Auto Insurance.

Where you live is one factor that affects the cost of your auto insurance.

Generally speaking, drivers who live in a city pay higher auto insurance premiums than those who live in the suburbs. There are several reasons for this:

• More traffic increases the risk of accidents.
• There's a higher risk of vehicle theft.
• Vandalism is more common.

For tips on how to save on your insurance, read Tips to Save on Home and Auto Insurance Premiums.

To get an auto insurance quote, use our online quote request form or contact us.

If you lend your car, you also lend your insurance. If anything happens, your friend will be covered under your auto insurance policy, as long as he or she has a valid driver’s license and meets the other conditions of your policy.

If your friend is involved in an at-fault accident while driving your car, it could affect your premium.

If you lend your car to someone, remember that your auto insurance coverage may not apply if he or she does not have a valid driver’s license.

To drive a vehicle in Québec, you must have the following minimum insurance coverage:

Civil liability

This coverage protects you if you’re involved in an accident and you damage someone’s property, or if you injure or kill someone. According to provincial law, you must have at least $50,000 in civil liabilitycoverage, but most people choose a limit of $1,000,000 or $2,000,000.

Other coverage is optional, but is often required by insurers when you purchase or lease a vehicle. To find out more, read Choosing the Right Kind of Auto Insurance.

It depends on how much you increase them. The higher your deductible, the lower your premium.

If you choose Standard coverage, you can save hundreds of dollars on your auto insurance premium by increasing the Collision and Comprehensive deductibles.

To find out more about this topic, read The Impact of Your Deductible on your Premium.

We check your credit score only to offer you the best premium possible.

It has been shown that credit scores are effective in predicting future insurance claims. That is why we use this, along with other information about your property or automobile, in order to determine the best insurance premium for you.

When you take out an insurance policy with us, we also use your credit score to determine your payment terms. Afterwards, when it’s time to renew or change your insurance policy, we update information collected so we can continue to offer you a customized price.

Credit agencies distinguish between consulting for insurance purposes and consulting for a loan. This means that when we verify your credit score, it isn’t affected.

What happens if I don’t want my credit score to be checked?

We respect your decision and will offer you an insurance premium, although you might not receive the best premium.

For more information, refer to the brochure All about credit information and insurance published by the Insurance Bureau of Canada.

No

However, to keep yourself and your family safe, it is very important to have winter tires on your car from December 15 to March 15. Quebec winters can hold some nasty surprises, and you should be prepared.

What’s more, if you don’t comply with Bill 42, you are liable to be fined from $200 to $300.

For more information, see the new provisions applicable to winter tires in the Highway Safety Code.

It’s always best to repair a chipped windshield as soon as possible, before it develops into a nasty crack. While a chip can usually be fixed, a crack means you’ll most likely have to get the glass replaced, or you’ll be in danger of it shattering at any time, and causing far more serious damage.

If you have Comprehensive coverage, you’re covered for most glass repairs, without having to pay a deductible. Many repair shops will even call your insurer for you, so all you have to do is get it fixed and drive away.

Whether or not the glass can be repaired instead of replaced depends on the size, location and severity of the damage. Most shops can repair quarter-sized chips or cracks up to three inches. However, if the damage is in the corner of the glass, it’s far more difficult to repair, and it can compromise the strength of the glass. Anything from a small, flying object to a strong burst of wind could cause the glass to break, which could potentially lead to a crash.

If the damage is such that you have to get the glass replaced, you will be responsible for paying your deductible. So, before that chip gets any bigger than the head of a nail, look for your local glass repair shop and have a qualified glazer inspect the damage.

Comprehensive coverage is not mandatory, but is often required by insurers. To find out more, read Choosing the Right Kind of Auto Insurance.

Frost and the weight of ice or snow are just some of the factors that can damage your pool or spa.

Getting the Right Protection

By taking out a home insurance policy with us, you can supplement your basic insurance to cover:

• Your above-ground pool, including equipment and accessories, as well as attached patios that are not connected to the house
• Your in-ground pool or spa, including equipment and accessories, as well as attached patios that are not connected to the house

Get a home insurance quote

Complete an online home insurance quote. It’s quick, easy and commitment free.

You can also request a quote over the phone simply by contacting us.

Water damage insurance covers damages caused by surface or ground water.

Our basic coverage is $10,000; however, you can increase this amount for a higher premium.

How much insurance do I need?

To calculate how much insurance you really need, you should estimate the value of all your property and investments that could be damaged if you experience a loss.

Bear in mind that your insurance amount includes not only damage to your home and belongings, but also additional living expenses arising from the loss.

In some cases, $10,000 is plenty. In others, more coverage is definitely necessary.

If you’re already a customer, contact us agent for helpful advice on water damage coverage. If not, request a home insurance quote. It's quick, easy and commitment free.

You can also request a quote over the phone simply by contacting us

You can pay by:

• Pre-authorized chequing (PAC)
• Cheque
• Credit card (Visa or MasterCard).

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.

You need to file a police report in the following situations:

• Theft or attempted theft
• Vandalism
• Fire
• If a vehicle hits your house

A police report is required for most home insurance claims.

If you make a claim, your claims advisor will need various documents, including:

• Receipts
• Proof of ownership (such as photographs, user manuals, and warranties)
• A list of damaged property

If one of your appliances causes water damage or a fire, it’s important for you to keep this appliance for assessment.

An inventory of your belongings could help prevent headaches in the event of a claim. To find out how to draw up an inventory, read Evaluating the Value of your Personal Belongings as Accurately as Possible.

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.

Go immediately to your nearest dealer:

• VitroPlus
• Docteur du Pare-Brise
• Lebeau
• DuRo^MD
• Automod
• Ram-Ko vitres d’autos

If you are covered by an Auto Insurance policy with us, simply show your auto insurance certificate to the retailer and they will contact us to process your claim.

Get an online auto insurance quote.

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.

If you experience a loss, take immediate steps to minimize the damage.

• In the event of water damage, cut off the water supply and move all furniture and damaged items to a dry place.
• In the event of theft, call your local police immediately.
• In the event of a fire, call the fire department right away. Even a small fire can spread quickly if it’s not brought under control.
• If there’s damage, one of our claims advisors can help you deal with the emergency and start the claims process.

You can minimize the risk of experiencing such a loss. To find out more, read Tips on Preventing Home Insurance Claims.

A deductible is the amount you must pay when you make an insurance claim.

For example, if you have a $500 Collision deductible, you pay the first $500 of the vehicle repair costs, and we pay the rest.

To find out more about this topic, read The Impact of Your Deductible on your Premium.

You can change your payment method through your online account, or by contacting us.

If you’re getting a chip repaired, you won’t have to pay a deductible. In fact, your repair shop may even call us directly and take care of it all for you.

However, if you need to get glass replaced because of more serious damage, you will be subject to a deductible. So, it’s a good idea to get those small chips repaired before they grow into a much bigger problem.

Read more about repairing vs. replacing glass.

If you need to file a claim following a loss, your insurer will require proof of the loss.

This term refers to proof of possession, ideally, the original bill of sale. Other documents, however, may be accepted, such as:

• owners manual/operating instructions
• appraisals
• warranty cards
• credit card or bank account statements, etc.

To find out more about how a home insurance claim is handled, read Our Claims Process.

Our agents are available to help you:

• Monday to Friday from 8 a.m. to 8 p.m.
• Saturdays from 8 a.m. to 4 p.m.
• You can contact us by phone, or at any time online.

Our offices are located in Lévis, Québec.

Mailing address

The Personal
Customer Service
6300, boul. de la Rive-Sud, C.P. 3500
Lévis, Québec G6V 6P9

If you’re unsatisfied, please feel free to speak with one of our insurance agents or, if applicable, your claims advisor.

If you feel that additional steps should be taken, contact our Customer Service department by calling 1-866-704-8980.

The Personal was created in 1974, initiating the concept of group auto and home insurance in Canada.

This site is unquestionably an excellent source of information on home and auto insurance. Visit our Frequently Asked Questions section to quickly find answers to your questions about home and auto insurance, claims, and our company.

If you’d rather write to us

You can send us an email for general requests, i.e., if you would like to:

• Obtain a copy of your insurance policy
• Check the status of a claim
• Make a suggestion or comment

You will receive a reply the next business day. Please provide as much information as possible in your email (e.g., your insurance policy number if your question concerns your policy). This will help us meet your needs more quickly.

If you prefer to call us

You can call us regarding any specific matter concerning:

• A claim you’ve filed
• An home, auto, or business insurance quote
• A home insurance policy update

However you choose to contact us, we’ll do everything in our power to provide you with all the information you need as quickly as possible.

Not only do you enjoy customized coverage for your car and home as a The Personal customer, you can manage your home and auto insurance online quickly and easily and benefit from a variety of assistance services 24/7.

Take charge of your insurance policy

You can use our Online Client Services to change your address or phone number, add a vehicle or a driver, or replace or store a vehicle. It only takes a few minutes and it’s available whenever you are.

Your request is sent directly to an agent, who processes the changes and sends you the modified policy by mail.

Also, your auto insurance certificate and a blank accident report are always available through our Online Client Services. If you need either one, you can quickly access them and print a copy.

Take advantage of our assistance services

Emergency service: You can contact a claims advisor or report a loss through our Online Client Services at any time of the day or night.

Identity theft assistance: We offer free access to advice on preventing identity theft and help in re-establishing your identity in case of need.

If you’re already a customer but aren’t registered for Online Client Services, you can create an account right now.

If you’re an AccèsD member, you can benefit from Online Client Services directly from your AccèsD account—your one-stop resource for managing your home and auto insurance as well as your personal finances.

How to register:

• Log on to AccèsD
• Select the Property Insurance tab
• Select Registration from the left menu
• Follow the steps on screen

Before you start, be sure to have your insurance policy number on hand.

The amount of the administrative fees depends on the number of days the policy has been active in the current term. In order to determine the amount of the fee, if applicable, please contact us and speak with an insurance agent.

Your Communication History is where you can find all messages related to your account.

All online requests and transactions are automatically saved in your Communication History.

Click on a specific message to view the details and any followup messages. You can also reply or add a comment to the last remark regarding the message.

If you’re already a customer but aren’t registered for Online Client Services, you can create an account right now.

If you cancel your policy at your renewal date, no fees are charged. Your policy will be cancelled on a pro rata basis.

However, if you need to cancel your policy during the term, the policy may be cancelled on a short rate basis, which includes additional administrative fees¹.

¹ A short rate cancellation refers to a policy that has been cancelled by you during the term of the policy, and that includes a recovery of some administrative costs charged for the time your policy has been active during the current term.

No more rummaging around for your insurance policy! Thanks to our Online Client Services, you can access your policies in just a few clicks whenever you choose.

You can also:

• Modify your policy (add a vehicle or a driver)
• Change your profile (change your address or phone number)
• Change your payment method
• File an auto or property claim

Our Online Client Services also include your communication history, where you can find all messages related to your account.

All online requests and transactions are automatically saved in your communication history. You can view message details and reply or add comments.

If you’re already a customer but aren’t registered for Online Client Services, you can create an account right now.

If you’re a tenant moving to a new apartment or have only auto insurance with us, you can change your address entirely online using our Online Client Services.

However, to make life easier in case you move, you can also send us your new address by using the Change of Address form available on our homepage, without signing up for Online Client Services.

If you have another profile, contact one of our agents to have your address changed and ensure you get made to measure insurance tailored to your needs.

Please note that your change of address may affect your home or auto insurance premium.

If you’re already a customer but aren’t registered for Online Client Services, you can create an account right now.

There are administrative costs for the setting up and maintaining of your policy that are part of your annual premium. Rather than charging for these costs upfront when your policy is issued, we spread them over the term of the policy.

When a policy is cancelled mid-term, we have not recovered these costs in full, and the short rate cancellation is used to collect the remainder.

All home and auto policyholders can use our Online Client Services.

Is more than one person named on your insurance policy?

All named policyholders can access Online Client Services for this contract. Each insured must register for online services with a separate email address and password. Each person will have individual access to the same policy.

Do the members of your family have separate insurance policies?

To access Online Client Services, family members must create individual accounts with their own email address and password. The same email address cannot be used for different accounts. Only policyholders can access their policies through Online Client Services.

You can’t create an online account if:

• You pay for the auto or home insurance policy but are not a named policyholder
• You are a named driver but not a named policyholder
• You’re responsible for the insurance policy (for example, spouse, parent, family member), but you’re not a named policyholder

With Online Client Services you can:

• Change your payment method (preauthorized debit, credit card, cheque, invoice)
• Check the date of your next preauthorized payment
• Request to receive your withdrawal notice by mail

Before cancelling your policy, we encourage you to speak with an agent to review your situation and determine if there are any other options we can offer you.

Alternatively, you may also request the cancellation of your policy by sending us a request in writing by mail.

You can inform us of a home or auto loss at any time of the day or night using our Online Client Services—it only takes a few moments.

Go to the claims section and complete the brief form. It will be transferred to a claims advisor, who will call you back for followup on the next business day.

If you’re already a customer but aren’t registered for Online Client Services, you can create an account right now.

You can view and modify your home and auto insurance policies online. This service is available only to personal insurance customers.

Post-dated policies are not accessible through Online Client Services until they come into effect.

We accept Visa and MasterCard.

Your invoice, credit card notice or pre-authorized payment agreement provided with your insurance documents can be used as an official receipt for income tax purposes.

Go to your financial institution website and add your insurer to your account. Enter your policy number as the reference number. To find out more, please contact your financial institution.

Yes, we do offer a monthly frequency.

You can update your credit card information by accessing your online account or by contacting Billing Services at 1-800-463-5530, Monday to Friday, 8 a.m. to 8 p.m. EST. You must notify us at least 5 business days before the next scheduled payment date.

Processing times vary from one financial institution to another. It can take some financial institutions up to five business days to process your payment through their system. Make your payment in plenty of time to meet your payment due date. Please ensure you use your policy number as your account/reference number.

Administrative fees may apply. Please contact Billing Services at 1-800-463-5530, Monday to Friday, 8 a.m. to 8 p.m. EST.

Billing Services fax number is 1-418-835-6274.

Please contact Technical Support at 1-866-720-4761 (Monday to Friday, 8 a.m. to 8 p.m. and Saturday, 8 a.m. - 4 p.m.).

Please contact our Sales and Service Department for assistance at 1-888-476-8737, Monday to Friday, 8 a.m. to 8 p.m., Saturday, 8 a.m. to 4 p.m.

Please contact Billing Services at 1-800-463-5530, Monday to Friday, 8 a.m. to 8 p.m. EST.

You can update your pre-authorized payment plan by accessing your online account or by contacting Billing Services at 1-800-463-5530, Monday to Friday, 8 a.m. to 8 p.m. EST. You must notify us at least 5 business days before the next scheduled withdrawal.

The monthly payment plan is interest free.

You can choose any day of the month (1^st to the 31^st).

An administrative fee may apply. By missing a payment or sending your payment late, you run the risk of a non-payment cancellation. Please contact Billing Services immediately at 1-800-463-5530, Monday to Friday, 8 a.m. to 8 p.m. EST.

Yes, we can cover up to two roommates under the same home insurance policy.

However, if you and your spouse move in together, and you decide to share the apartment with another couple, each couple will need a separate home insurance policy.

To find out more about insuring an apartment, read Home Insurance Responsibilities for Renters and Owners.

Our home insurance quote tool is designed to let you know what premium you would be paying and how much you could be saving. It’s quick, easy and commitment free.

To get the most accurate quote possible, please answer all the questions; your answers to each one has an impact on the premium.

To save time, make sure you have the following information handy:

For owners

The reconstruction cost of your home

The year of construction of your home

The year the roof was renovated

The year the fuel-oil tank was installed or manufactured (if applicable)

The square footage

For tenants

An inventory of your belongings

One of the best ways to prevent a fire is to make sure that your smoke detectors are working properly. In fact, in 75% of fatal fires, smoke detectors were either not installed or not working properly.

To learn more about prevention, read Tips on Preventing Home Insurance Claims.

You should tailor your home insurance policy to any change in your life. Update it regularly in order to:

• Receive coverage that suits your actual needs
• Benefit from the fairest and most equitable premium
• Avoid unpleasant surprises in the event of a claim

Call an agent to discuss any changes that could affect your insurance premium:

• Alarm system installation
• Change in your smoker/nonsmoker status
• Major renovations (e.g., finishing your basement, putting an addition on your home, etc.)
• Acquisition of highly valuable items (e.g., jewelry, paintings, antiques, etc.)

Also take the opportunity to update your home inventory. In the event of a claim, you will have all the information you need about your current possessions.

To determine your home insurance needs, read Choosing the Right Kind of Home Insurance.

• If you’re away at school temporarily and are staying in residence, your parents’ home insurance policy will cover you.
• If you move out permanently, you will need to buy your own tenant insurance.

To find out more about the importance of protecting your apartment, read Home Insurance Responsibilities for Renters and Owners.

Get a home insurance quote

Complete an online home insurance quote. It’s quick, easy and commitment free. You can also request a quote over the phone simply by contacting us.

You’re legally responsible for the damage if, for example:

• Your washing machine overflows
• You forget to turn off a tap and water overflows into the unit below

That’s why home insurance is a must for all tenants. It provides civil liability insurance for damages that you cause to someone or something in your building, or to the building itself.

Without this coverage, you’ll have to pay for the damages in full.

To get more information on how to avoid water damage, we invite you to read Water Damage Is no Fun at all!

To better understand what your tenants insurance covers, read Home Insurance Responsibilities for Renters and Owners.

Municipal waterworks can handle normal, or slightly above normal, water flow. However, sewers can back up following heavy precipitation, melting snow, a sudden thaw, a rise in the water table, or other unexpected weather conditions.

Fortunately, you can minimize the risk to your house or apartment by following these loss prevention tips:

Install a Backwater Valve

A backwater valve that complies with your municipality’s standards and bylaws will prevent sewage from backing up into your basement. The valve closes automatically if the sewer backs up.

Maintain Your Backwater Valve

Proper care of your plumbing system will significantly reduce the risk of sewer backup.

And of course, in the event of a loss, one of our claims advisors can help you deal with the emergency and start the claims process.

To learn more about prevention, read Tips on Preventing Home Insurance Claims.

You should purchase enough coverage to protect all of your belongings, including your:

• Clothes
• Furniture
• Electronic equipment
• Computer

Don’t forget anything!

People often underestimate the value of their belongings. Make sure you have sufficient coverage for everything you own. To do this, you should first:

Take an inventory. This is the best way to determine the total value of your belongings.

Figure out how much it would cost to replace everything.

Decide how much home insurance you need.

To learn more about how to draw up a detailed inventory, read Evaluating the Value of your Personal Belongings as Accurately as Possible.

Here are a few tips to lower your home insurance premium:

• Install a centrally-monitored alarm system.
• Take preventive measures to lower the number of claims you make. For practical advice, visit the Insurance Bureau of Canada’s Web site.
• Insure your home and car with us.
• Make sure that no one in your household smokes.

For more tips on how to save on your insurance, read Tips to Save on Home and Auto Insurance Premiums.

For information about safety standards for wood-burning appliances, please view the Guide to Residential Wood Heating produced by Natural Resources Canada.

We check your credit score only to offer you the best premium possible.

It has been shown that credit scores are effective in predicting future insurance claims. That is why we use this, along with other information about your property or automobile, in order to determine the best insurance premium for you.

When you take out an insurance policy with us, we also use your credit score to determine your payment terms. Afterwards, when it’s time to renew or change your insurance policy, we update information collected so we can continue to offer you a customized price.

Credit agencies distinguish between consulting for insurance purposes and consulting for a loan. This means that when we verify your credit score, it isn’t affected.

What happens if I don’t want my credit score to be checked?

We respect your decision and will offer you an insurance premium, although you might not receive the best premium.