In case of an incident, you’re not alone. Get advice and assistance from an expert at any time.

Claims 24 hours a day,
7 days a week

First, make sure you’re safe

In the event of a collision, a fire, violent wind or hail, your own and your family’s safety should be your top priority. Feel free to call emergency services if required.

Take any steps you can to minimize the damage.

Start a car insurance claim

An incident  can be a stressful experience. We’re there to help you make the right decisions and to guide you through each step of the claims process.

1. Reporting your claim

When you call, a claims adjuster will collect all the information required to ensure your claim goes smoothly. They will then analyze your car insurance policy to determine what coverage is in effect.

If your vehicle is not roadworthy, and the damage is covered by your insurance policy, you’ll be given vehicle replacement options to get you back on the road without delay.


Before calling us, find a quiet place where you won’t be distracted.

Make sure you have the time to give the adjuster all the details and to go through the whole process so your claim is handled without a hitch.

A police report is required for accidents with injuries, accidents outside Quebec and malicious acts (theft, hit-and-run, vandalism, etc.). Otherwise, a joint report is enough.

Damaged and stolen items are not usually covered by car insurance policies. They may, however, be covered by your home insurance policy. Ask your claims adjuster what coverage applies in your situation.

The cause of the incident, the person at fault and the coverage in your insurance policy determine if you have to pay the deductible and how much it is. In the event of a claim, the adjuster will analyze your situation and tell you how much you have to pay if a deductible applies.

Many factors influence changes to your insurance premium at renewal. Your years of experience as a driver, where you live, how you use your vehicle and the make of the insured vehicle all factor in. The number of claims you’ve made in recent years can also affect your premium, whether you’re at fault or not. The impact is less significant if you’re not at fault, though.

If you’re worried about having to pay a higher premium, you should consider bundling your insurance policies with the same insurer, choose coverage that meets your needs and drive carefully. Get more tips on how to lower your insurance premium in our Advice Zone.

2. Choice of repair shop

If your vehicle is damaged, we know you’ll want to get it repaired at a reputable shop as soon as possible. That’s why our insureds have access to a robust network of over 100 recommended partners. In addition to turnkey service, you get a lifetime warranty on repairs to your vehicle, so long as you own it.

More benefits:
  • Estimates and direct payment at partner shop
  • Free replacement (courtesy) vehicle
  • Peace of mind

Want the shop to be nearby, reputable or to provide a warranty? Just tell the claims adjuster your preferences and they’ll tell you what your options are. If you have any concerns when your vehicle is being repaired, call us right away. We’ll take action to make sure your claim is handled properly.

3. Fault

At fault or not? If you have an accident, the claims adjuster will analyze the facts based on the Driver’s Fault Chart of the Direct Compensation Agreement for the Settlement of Automobile Claims. If required, the adjuster will hear each party’s side. The adjuster will then tell you what percentage of the damage you’re liable for and how much the deductible is, if there is one.


Always make sure you have a joint report on your phone or in your vehicle before you go for a drive. It makes it easier to collect the information required to process a claim. Also, take pictures if you can. Just don’t put yourself in danger to get proof.

The Agreement applies to collisions occurring in Quebec between two or more vehicles or between a vehicle and another vehicle’s cargo and whose owners are identified. Collisions between vehicles with the same owner or where a driver hits their own vehicle are excluded.

The Agreement therefore does not apply to accidents occurring in the United States, hit-and-runs or tree collisions.

4. Damage estimate

Whether you were involved in a serious incident or a fender bender, an adjuster will determine what repairs your vehicle is entitled to based on your coverage.

Once the estimate is done, your repair shop will contact you for an appointment. If your vehicle cannot be repaired, the appraiser will assess its value at the time of the incident to determine your compensation.


Contact us whenever you make upgrades or modifications to your vehicle to make sure your file is up-to-date and your coverage is ideal.

Keep your bills as well. In the event of a total loss, a complete file will accelerate the process of assessing your vehicle’s fair market value.

A vehicle is deemed a total loss when damaged to the point where it can’t be repaired or the repairs would cost more than the vehicle is worth.

Your vehicle’s condition at the time of the incident, its features, its mileage and the local market are the main criteria used to assess a vehicle’s value for a claim.

5. Payment of compensation

No need to wait for a cheque in the mail. If you deal with one of our network partners, we’ll make the payment for you once the job is done. If you have to pay a deductible, you’ll be able to do so at the shop.

If you go with a non-partner shop, we’ll send you a cheque to pay for the repairs. You’ll get it in the mail as soon as the cost of the repairs has been determined. Any applicable deductible will be taken off the amount.


When you pick up your vehicle, ask for a copy of the estimate and the bill for your personal records. These may prove useful, especially if you intend to sell your vehicle.

Avoid problems when driving

Anyone can get into trouble or an accident on the road. But there are things you can do to reduce your risk. Before you get behind the wheel, visit our Advice Zone to learn how to avoid incidents when travelling.

Read our advice about car insurance