Our Claims Commitment

We’re committed to fostering long-term relationships with our customers.

We nurture relationships with our brokers and customers by delivering on our promise to be there when they need us most. While we hope our customers never need to file a claim, we guarantee that if they do, our claims experts will handle each situation with professionalism, keen attention to detail, and clear communication. We focus on getting our customers back to business quickly with transparency, innovative tools, and personalized support to ease the burden of filing and resolving a claim.

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Have a question about an existing claim? No problem. Simply choose one of the options below, and we’ll get you in touch with the right person.

Submit a Claim Choose your type of claim

Policy

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Details

Customer Information

Vehicle

Driver

Are there other drivers involved?
Was anyone injured in your vehicle?
Was anyone injured in other vehicle?

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Policy

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Details

Customer Information

Address of Loss

If a crime was involved, was it reported to police? *

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Policy

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Details

Location

Are there any injuries?
Is there any property damage?

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Policy

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Loss Details

What does the claims department do?

Losses may be stressful, but we believe the claims experience doesn’t have to be. Our goal is to make it as easy as possible for customers to submit and resolve a claim – and we have commercial expertise and exclusive access to tools to follow through. We’re dedicated to making the process, timelines, and expectations clear for customers from the minute they report their claim with us.

Our Offerings

We’re dedicated to getting our customers back to business, and we have a variety of offerings and partners that help us do that. 

For those involved in a minor auto collision or property damage claim, we’ve simplified the process with our digital claims solution, Express Claim. It helps save time and effort by connecting our customers with an adjuster via their smartphone, so important details can be gathered remotely, and an appraisal can be produced in as little as half a day.

With a network of preferred vendors, who share our high standards for service, we also strive to deliver a superior level of assistance through the following programs:

This program allows our commercial vehicle customers to enjoy a simplified claims process, quality repairs that meet or exceed industry standards, and a quick resolution so they can get back on the road.
Through our partnership with an established national vehicle repair company, our customers receive 24/7 towing services and best-in-class collision repairs throughout Canada, backed by a lifetime repair warranty for as long as you own the vehicle.
Working with an established national car rental company, our customers receive unlimited kilometers, emergency roadside assistance, and excellent no-hassle service with no pick-up or drop-off fees.
Our network of contractors is committed to delivering high standards of service and workmanship, along with keeping our customers informed at every step of the restoration process.

Our claims process, step-by-step

In case you’re submitting a claim on your customer’s behalf, here’s a breakdown of our claims process, from start to finish:
Once a customer advises you that a loss has been sustained, you should immediately report the claim to us. Please include as much information as possible, such as a detailed list of injuries, damaged or lost items/property, any supporting information, photos, videos, and witness or other involved parties’ contact information.
Prior to contacting the customer, the adjuster will compare the initial details of loss with the customers policy coverage to ensure they receive everything they’re entitled to. They will also inform the customer of any applicable deductibles or charges that may apply to the claim.
The adjuster will contact the customer to verify the initial details of the loss, gather additional facts, determine liability (if applicable), and begin the process of assessing injuries or damage.
In order to accurately evaluate the extent of the injuries or damage, the adjuster may engage the services of medical experts, appraisers, engineers, or contractors. Depending on the type of loss, the adjuster will recommend top-quality vendors to execute repairs or restoration.

Based on the evaluation the adjuster will arrange payment. This will ensure the policyholder receives everything they are entitled to under the policy. The adjuster will then close the claim.

Still looking for answers?

Still looking for answers?

If our claims teams wasn’t able to resolve your issue, you can contact our Office of the Ombudsman at
[email protected].

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