Claims made easy

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24/7 Claims Service

Included in your policy benefits, is access to our award-winning 24-hour emergency claims service. You can report your claim any time of the day or night directly to one of our friendly and professional representatives. No matter how complicated your situation you can be confident that your claims are being handled by the best in the business.

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How to report a claim

The first thing you should do is make sure everyone is safe and contact the appropriate authorities (ex. police or fire department). Once you are able to do this you should get as much information from all parties as possible and then contact us in a timely manner to report your claim.

You can file a claim in person at any of our 64 branches across the country or by calling your insurance representative. Claims can also be reported 24 hours a day, please Contact Us.

When you call our 24-hour toll free number to report an auto claim and when speaking with a claims adjuster it is beneficial to have the following information:

  • Your policy number
  • Your address, phone number, and date of birth
  • Date, time, and location of the accident/loss
  • Weather and road conditions at time of the incident
  • The vehicle information (year, make, model, license plate number, etc.)
  • The names of the driver, passengers, and registered owner of the vehicle and any injuries
  • Others involved (third party insurance information, vehicle description, driver's and passengers names, registered owner, pedestrians, and any injuries)
  • Witness information
  • Identify if you have any urgent needs such as a rental vehicle, etc.
  • If the accident was reported to police and if emergency workers (police, fire department, ambulance, etc.) were at the scene and if any charges will be laid. An accident must be reported to the police if:
    • damages to any vehicle exceed $1,000
    • there are injuries sustained by anyone involved
    • instructed to do so by a claims adjuster
  • Verbal description of the occurrence so the type of loss and fault can be assessed
  • If the vehicle is drivable and where it is currently located
  • Tow company information

Depending on your situation, additional information may be required and you may need to complete forms. If you have any questions about your forms, please contact a local claims adjuster for assistance.

When you call our 24-hour toll free number to report a home claim and when you speak with a local claims adjuster it is beneficial to have the following information:

  • Your policy number
  • Your address, phone number, and date of birth
  • Where, when, and how the home loss occurred
  • If the police or fire department were notified
  • Verbal description of the occurrence so the type of loss and fault can be assessed
  • Identify if you have any urgent needs such as temporary accommodations
  • Details about damage to your home or contents
  • Details about lost or stolen property
  • Who is involved in the loss
  • Third party information and any injuries
  • Witnesses
  • Whether or not any property continues to be at risk

Depending on your situation, additional information may be required and you may need to complete forms. If you have any questions about your forms, please contact a local claims adjuster for assistance.

What happens next

We aim to handle your claim as quickly as possible and will work with you to assess and repair the damage. See more on what to expect after you make your claim:

If your vehicle is damaged, you can bring it to one of our preferred repair shops or one of your choice. Our preferred repair shops provide exceptional customer service and satisfaction. They will provide a written guarantee on your vehicle repairs for as long as you own/ lease the vehicle. Most repair shops provide a guarantee of workmanship. If you have rental vehicle coverage, a vehicle may be provided for you right at the repair facility.

We do our utmost to have your vehicle appraised at the earliest possible time convenient for you. If you choose one of our preferred repair shops your vehicle will be appraised or booked for an appointment. We will review the shop's appraisal electronically (where electronic appraisal is available) so work can begin on your vehicle without delay.

If your property has been lost or damaged we have a network of approved, bonded vendors who can provide:

  • Emergency repair and clean-up services
  • Protection for your contents from further damage
  • Evaluation of lost, damaged or stolen items

Using our preferred vendors may be able to provide you with the convenience of one estimate depending on the amount of damage or value of claimed items.

If you are injured, we will assign a trained accident benefit claims adjuster to contact you to discuss your claim. If you are entitled to benefits under the policy, the accident benefit claims adjuster will work with you, your health care provider and your employer to help you recover from your injuries and return to your normal daily life.

You will receive forms to be completed by you, your health care provider and your employer (if you are off work). It is important that these forms be completed and returned as soon as possible. Your accident benefits claims adjuster will follow up with you no later than 30 days after initial contact to ensure that you have received the forms and answer any questions you may have.

Not sure where to turn to for repairs?

We can help you find a reliable vendor for auto repairs after a claim.

3 great reasons to use a guaranteed repair facility:

  1. You'll get quick estimate approval and a trustworthy supplier
  2. You may only need one estimate
  3. We'll guarantee the work as long are you're insured with us

Ask your Service Specialist or Claims Adjuster for a referral today.

Completing your claim

After we’ve assessed your claim, we’ll issue a cheque. It may be issued to you or directly to the vendor. You may need to endorse a cheque at this stage.

Finally, upon your request, we can notify you when we’re about to close your file. We’ll also notify your broker.

Claims FAQs

Find answers to your most common questions about claims.

Depending on the situation surrounding your claim, your premium may be affected.

For example, a claim for theft, vandalism, fire, or broken glass will not typically affect your renewal premium. However, if you experience more than one such loss, your eligibility for claims-free discounts may be affected or you may be subject to a surcharge or increased deductible. In cases where the frequency of claims is unusually high, coverage may be discontinued.

If you are the victim of a hit and run accident that has been reported to the police, a collision claim will not typically affect your renewal premium unless it is combined with other claims, as noted above. A hit and run by itself will not affect your renewal premium.

A claim for accident benefits will not affect your renewal premium.

If you are at-fault in a motor vehicle accident, your premium will be affected unless you are eligible for our first accident forgiveness. Learn about first accident forgiveness.

When an insurer is paying for a vehicle to be repaired, the shop will replace damaged parts with those of the same vintage as the vehicle. For example, the damaged bumper of a 1994 vehicle would be replaced with a 1994 bumper. If new parts are used, the value of the car may be increased. In such a case an amount will be calculated, known as "betterment," which represents the increase in value, and you may be asked to contribute to the cost of the repairs.

In the event of a loss, you will be asked to supply a list of your possessions and a record of their value. Original sales receipts for major items are the best way to show ownership and the cost of these items. Taking photos of your personal belongings in your home is also helpful and can speed up the time it takes to settle your claim. Service or maintenance records can also be helpful.

It is often difficult to remember all of the details of your personal belongings, therefore we suggest that you take a video or photograph your belongings and keep a detailed inventory list. This information should be kept in another location, such as a safe deposit box, to ensure it is available in the event of a loss.