Auto insurance claims
Has your vehicle been damaged? We know that this can be a very stressful situation. Contact us immediately! One of our experts will advise and guide you throughout your claim so that you can get back on the road as soon as possible!
24 hours a day, 7 days a week
What to do in case of an incident?
Make sure you are safe
In the event of a collision, make your safety and the safety of your loved ones a priority. Please contact emergency services if necessary.
If you can, take steps to minimize the damage.
Do I have to fill out a joint report or contact the police?
If no one was injured in the collision between two vehicles in Quebec, and there is no damage caused to third parties, a joint report may be sufficient.
The joint report allows you to make a report of the accident for your insurer, which will determine who is at fault. Simply fill it out and send it to your insurer. It is essential to record the full contact details of the people involved in the accident.
You must provide a police report when you are the victim of an accident with injuries or damage to others, an accident outside Quebec or a malicious act (theft, hit-and-run, vandalism, etc.).
Opening and analysis of the claim file
Our priority is to open your file 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.
If your vehicle is not roadworthy and you have Automax protection (FAQ 27), we will offer you options so that you can obtain another vehicle during the repairs.
What documents do you need to prepare before you call us?
To save time, make sure you have the following information:
- Your insurance policy number;
- Your driver's licence and registration certificate;
- The police report number or a copy of the completed joint report;
- Contact information of other people involved and witnesses.
How is the assessment of fault in the accident determined?
In the event of a 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.
What coverage do I need on my insurance policy if I am at fault in the collision?
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.
Are the items in my vehicle covered?
Most damaged or stolen items in a vehicle are not usually covered by auto insurance. They may, however, be covered by your home insurance. Your claims adjuster will verify this information with you when you call.
How do I know if a deductible applies?
The cause of the incident, the liability and the coverage provided by your insurance policy will determine if you have to pay a deductible and the amount of the deductible. When you call, your adjuster will inform you if a deductible applies.
Will my premium go up if I make 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. Visit the Advice Zone to learn more about how to lower your insurance premium in our Advice Zone.
Choice of a repair shop
You have access to our robust network of over 100 recommended partners!
What are the advantages of entrusting your vehicle to a partner shop?
- Estimates and direct payment at a partner shop;
- Free replacement (courtesy) vehicle for the duration of the repairs;
- Turnkey service;
- Certain additional warranties on repairs to your vehicle, as long as you own it.
My repair shop is not in your network. Can I have them repair my vehicle?
You are always free to choose your own repair shop. However, you must wait for our authorization before starting the work because we must have received the damage assessment.
Don't hesitate to ask your claims adjuster for the names of accredited repair shops near you!
Damage estimate
Whether you were involved in a serious accident or just a fender-bender, an appraiser will determine the repairs required for your vehicle.
Once the estimate has been completed, you will be able to make an appointment with the repair shop to begin repairs to your vehicle. If it cannot be repaired, the appraiser will determine the value of your vehicle at the time of the incident and the adjuster will contact you to inform you of the assessed amount.
What is a total loss?
A vehicle is declared a total loss when it is damaged to such an extent that it cannot be repaired or the cost of repair would be greater than the value of the vehicle.
How is a vehicle’s value determined during a claim?
Your vehicle’s condition at the time of the incident, its features, its mileage and the local market are the main criteria used to determine the vehicle’s value for a claim.
Payment
Our payment times are among the fastest on the market!
When you deal with one of our partner shops, we will make the payment for you at the end of the repairs.
If you choose a non-partner shop, we will send you a cheque to pay for the repairs. The cheque will be mailed when the cost of the work has been determined.
If your vehicle has been declared a total loss, you will be able to discuss payment options with the adjuster.
The deductible will be taken off the settlement, if applicable. Therefore, in case of repair you will have to give it to the repair shop.
Notice a crack or a chip on your windshield?
It's simple and easy to remedy the situation!
- Visit one of our approved glass repair experts near you.
- Give them your automobile insurance certificate.
- The glass repair expert will contact us to verify your coverage.
- We will then proceed with settling the claim.
I am hesitant to have my windshield repaired?
Your windshield only has a chip and it doesn’t compromise your visibility? Have it repaired as soon as possible! A simple chip can pose a risk to your safety and that of your passengers since it is fragile. It can also quickly expand and affect your visibility on the road.
Do I have to pay a deductible in case of glass breakage?
If your windshield can be repaired, there is no deductible to pay. However, if it has to be replaced, a deductible will apply. A small chip can quickly turn into a crack and lead to the complete replacement of your windshield. It is therefore important to have it repaired as soon as possible.
Make sure you are safe
If your vehicle has been stolen, vandalized or burned, make your safety and the safety of your loved ones a priority. Please contact emergency services if necessary.
If you can, take steps to minimize the damage.
Opening and analysis of the claim file
Our priority is to open your file as quickly as possible!
We will collect all the information required to process the file.
We will also assess the condition of your vehicle.
If your vehicle is not roadworthy and you have Automax protection (FAQ 27), we will offer you options so that you can obtain another vehicle during the repairs.
What coverage should I have on my insurance policy if my vehicle has been stolen, burned or vandalized?
You must have Coverage against perils other than collision or upset (B3) in order to be covered for this type of claim.
What documents do you need to prepare before you call us?
To save time, make sure you have the following information:
- Your insurance policy number;
- Your driver's licence and registration certificate;
- The police or fire department report number;
- Contact information of witnesses.
Are the items in my vehicle covered?
Most damaged or stolen items in a vehicle are not usually covered by auto insurance. They may, however, be covered by your home insurance. Your claims adjuster will verify this information with you when you call.
Do I need a police report?
Depending on the situation, police or firefighters may be required. Make a note of the police report number that will be given to you.
How do I know if a deductible applies?
The cause of the incident and the coverage provided by your insurance policy will determine if you have to pay a deductible and the amount of the deductible. When you call, your adjuster will inform you if a deductible applies.
Will my premium go up if I make 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. Visit the Advice Zone to learn more about how to lower your insurance premium in our Advice Zone.
Choice of a repair shop
If your vehicle is damaged, you have access to our robust network of over 100 recommended partners!
What are the advantages of entrusting your vehicle to a partner shop?
- Estimates and direct payment at a partner shop;
- Free replacement (courtesy) vehicle for the duration of the repairs;
- Turnkey service;
- Certain additional warranties on repairs to your vehicle, as long as you own it;
My repair shop is not in your network. Can I have them repair my vehicle?
You are always free to choose your own repair shop. However, you must wait for our authorization before starting the work because we must have received the damage assessment.
Don't hesitate to ask your claims adjuster for the names of accredited repair shops near you!
Damage estimate
An appraiser will determine the repairs required for your vehicle.
Once the estimate has been completed, you will be able to make an appointment with the repair shop to begin repairs to your vehicle. If it cannot be repaired, the appraiser will determine the value of your vehicle at the time of the incident and the adjuster will contact you to inform you of the assessed amount.
What is a total loss?
A vehicle is declared a total loss when it is damaged to such an extent that it cannot be repaired or the cost of repair would be greater than the value of the vehicle.
How is a vehicle’s value determined during a claim?
Your vehicle’s condition at the time of the incident, its features, its mileage and the local market are the main criteria used to determine the vehicle’s value for a claim.
Payment
Our payment times are among the fastest on the market!
When you deal with one of our partner shops, we will make the payment for you at the end of the repairs.
If you choose a non-partner shop, we will send you a cheque to pay for the repairs. The cheque will be mailed when the cost of the work has been determined.
If your vehicle has been declared a total loss, you will be able to discuss payment options with the adjuster.
