Auto insurance claims
What to do in case of an accident
5 steps to making a claim
1. Make sure you are safe
In the event of a collision, prioritize your safety and that of your loved ones. Don’t hesitate to contact emergency services if necessary.
In summary
Don’t forget to take photos of the scene of the accident, if possible, and of the damage to the vehicle to document your claim.
2. Start your insurance claim
Whether or not you decide to file a claim, it’s important to report the collision to your insurer as soon as possible. You can do this online or by calling 1‑877‑700‑7778.
Our priority is to start your claim as quickly as possible. We will collect all the information required to establish your liability in the accident. We will also assess the damage to your vehicle.
The customer service agent will take the time to ask you several questions related to the accident.
3. Help move your claim forward
A claims adjuster will reach out to you promptly to complete the analysis. They’ll need to carefully assess the damage to determine what repairs are needed, if any.c
Your vehicle may be declared a total loss if it’s damaged to the point where it cannot be safely repaired, or if the cost of repairs exceeds its value. If that’s the case, the appraiser will then calculate the vehicle’s market value at the time of the incident and notify you of the amount.
The cause of the accident, your liability and the coverage provided by your insurance policy will determine whether you have to pay a deductible. During your call, the claims adjuster will let you know if a deductible applies to your claim.
4. Choose a repair shop
You can rely with confidence on our network of over 100 recommended partners to have your vehicle repaired. There are several benefits to choosing a partner garage:
- Direct payment to the partner garage
- Full-service support
- Certain additional repair warranties for as long as you own the vehicle
If your trusted body shop is not part of our network, you can still choose to have your vehicle repaired there. We respect your decision on which garage works best for you. Just make sure you wait for our go-ahead before starting the repairs, since we need to approve the damage estimate first.
Feel free to ask your claims adjuster for the names of recommended repair shops near you!
5. Make the payment once you receive your compensation
Our payment times may depend on several factors, such as verification of billing information and internal processes. That said, we ensure that payments are processed as quickly as possible.
If you choose one of our partner garages, we’ll handle the payment for you once the repairs are done.
If you decide to go with a garage outside our network, you’ll get a cheque to give to your repair shop. It’ll be mailed once the repair costs are confirmed.
In either case, your deductible will be taken out of the settlement. If you used a non-partner garage, you’re responsible for paying the remaining cost of repairs yourself, using the cheque from the insurance company.
1 F.A.Q. 33, 2 F.A.Q. 20A, 3 F.A.Q XX
1. Make sure you are safe
In the event of a collision, prioritize your safety and that of your loved ones. Don’t hesitate to contact emergency services if necessary.
In summary
Don’t forget to take photos of the scene of the accident, if possible, and of the damage to the vehicle to document your claim.
2. Start your insurance claim
Whether or not you decide to file a claim, it’s important to report the collision to your insurer as soon as possible. You can do this online or by calling 1‑877‑700‑7778.
Our priority is to start your claim as quickly as possible. We will collect all the information required to establish your liability in the accident. We will also assess the damage to your vehicle.
The customer service agent will take the time to ask you several questions related to the accident.
3. Help move your claim forward
A claims adjuster will reach out to you promptly to complete the analysis. They’ll need to carefully assess the damage to determine what repairs are needed, if any.c
Your vehicle may be declared a total loss if it’s damaged to the point where it cannot be safely repaired, or if the cost of repairs exceeds its value. If that’s the case, the appraiser will then calculate the vehicle’s market value at the time of the incident and notify you of the amount.
The cause of the accident, your liability and the coverage provided by your insurance policy will determine whether you have to pay a deductible. During your call, the claims adjuster will let you know if a deductible applies to your claim.
4. Choose a repair shop
You can rely with confidence on our network of over 100 recommended partners to have your vehicle repaired. There are several benefits to choosing a partner garage:
- Direct payment to the partner garage
- Full-service support
- Certain additional repair warranties for as long as you own the vehicle
If your trusted body shop is not part of our network, you can still choose to have your vehicle repaired there. We respect your decision on which garage works best for you. Just make sure you wait for our go-ahead before starting the repairs, since we need to approve the damage estimate first.
Feel free to ask your claims adjuster for the names of recommended repair shops near you!
5. Make the payment once you receive your compensation
Our payment times may depend on several factors, such as verification of billing information and internal processes. That said, we ensure that payments are processed as quickly as possible.
If you choose one of our partner garages, we’ll handle the payment for you once the repairs are done.
If you decide to go with a garage outside our network, you’ll get a cheque to give to your repair shop. It’ll be mailed once the repair costs are confirmed.
In either case, your deductible will be taken out of the settlement. If you used a non-partner garage, you’re responsible for paying the remaining cost of repairs yourself, using the cheque from the insurance company.
1 F.A.Q. 33, 2 F.A.Q. 20A, 3 F.A.Q XX
Frequently asked questions (FAQ)
To save time, make sure you have the following information on hand:
- Your auto insurance policy number
- Your driver’s licence and vehicle registration
- The police report number or a copy of the completed joint report
- The contact details of other parties involved and any witnesses
In the event of the collision between two vehicles in Quebec, we will analyze the facts according to the Driver’s Fault Chart in the Direct Compensation Agreement for the Settlement of Automobile Claims. If necessary, we will obtain the versions of the people involved. We will then inform you of the established apportionment of liability and, if applicable, the amount of the deductible to be paid.
You must have "Collision and Upset (B2)" or "All Perils (B1)" to cover damage to your vehicle if you are at fault in the collision.
Most damaged or stolen items in a vehicle are not usually covered by auto insurance. However, they may be covered under your home insurance policy. That’s another good reason to bundle your auto and home insurance with the same provider! By choosing us as your auto and home insurer, you would only need to file one claim and pay one deductible—the higher of the two—in the event that property is damaged in a car accident. Your claims adjuster will confirm this information with you during your call.
The condition of your vehicle prior to the incident, its equipment, mileage and the resale value are the main criteria used to determine its value when you file a claim.
Your insurance premium may increase if you are deemed at fault for the accident. Note that a number of other factors influence changes to your insurance premium at renewal. To learn more about suggested strategies for lowering your insurance premium, visit our Advice Zone.
