General Claims Information

  • You should report a loss as soon as possible. The faster we are aware there is a problem, the faster we can help.

    If there is another person involved (even if you both agreed not to file a claim), they are legally able to claim for their damages from their insurer, who may opt to notify us of the claim. This means the collision can show up on your insurance record, even if you didn’t put through a claim yourself. If this happens you won’t have had your chance to tell your side of the story and may find that there are unintended consequences (e.g. being deemed at fault, or having your policy cancelled for failing to disclose).

  • If there is any damage to another party (property, injury, liability etc.) you will not be able to withdraw the claim.  

    However, you can withdraw if:

    • You wish to pay the damages yourself, and

    • If there are no other parties involved.

  • If you find yourself needing to file a claim, whatever coverage was on your policy at the time of loss is what will guide the claims settlement process. 

    Login to your account to review the details of your policy coverage. Navigate to Risks and Policies and select the policy you want to review. You can find all of your policy details and documents here.

    Take a look at some of our other FAQs for some example scenarios and general answers.

  • A deductible is the self-insured portion of the claim. Which means, how much you pay first before insurance kicks in. If your vehicle is damaged by something you’re covered for, the deductible is the amount of money that’s adjusted on the settlement. 

    For example: 

    Imagine a scenario where your $15,000 car was stolen. You had a $1,000 Comprehensive deductible. You’d pay $1,000 and the insurance company would pay the remaining $14,000.

    Remember: 

    The higher your deductible:

    • The lower your premium

    • But you’ll pay more out-of-pocket in the event of a claim

    The lower your deductible:

    • The (slightly) higher your premium

    • You’ll pay LESS out of pocket in the event of a claim

    Want to know what the deductible on your policy is? Check your coverages in your policy documents or in your account.

  • The time it takes to settle a claim depends on a few items, primarily:

    • How long it takes to investigate any complexities

    • How fast we receive the documentation required to process the claim

    Many types of claims require different processes, so we can't give you an exact timeline. If your claim is covered, we will settle as soon as we can – no unnecessary delays. If there are complexities or unavoidable delays, we’ll let you know immediately, and work with you to get them sorted out.

  • As a customer, we want to take care of you. If your claim is denied, speak to your broker and we can advocate on your behalf with the carrier.

  • If you don’t agree with the settlement of your claim, make sure to let your adjuster know right away. Your adjuster will try to resolve the issue with your carrier. If you still aren’t satisfied, you can file a complaint.