Frequently Asked Questions on Online Client Services

You can inform us of a home or auto loss at any time of the day or night using our Online Client Services—it only takes a few moments.

Go to the claims section and complete the brief form. It will be transferred to a claims advisor, who will call you back for followup on the next business day.

If you’re already a customer but aren’t registered for Online Client Services, you can create an account right now.

You can view and modify your home and auto insurance policies online. This service is available only to personal insurance customers.

Post-dated policies are not accessible through Online Client Services until they come into effect.

If you cancel your policy at your renewal date, no fees are charged. Your policy will be cancelled on a pro rata basis.

However, if you need to cancel your policy during the term, the policy may be cancelled on a short rate basis, which includes additional administrative fees¹.

¹ A short rate cancellation refers to a policy that has been cancelled by you during the term of the policy, and that includes a recovery of some administrative costs charged for the time your policy has been active during the current term.

With Online Client Services you can:

• Change your payment method (preauthorized debit, credit card, cheque, invoice)
• Check the date of your next preauthorized payment
• Request to receive your withdrawal notice by mail

Before cancelling your policy, we encourage you to speak with an agent to review your situation and determine if there are any other options we can offer you.

If the policy must be cancelled, the agent will be able to process your request over the phone. Alternatively, you may also request the cancellation of your policy by sending us a request in writing by mail or fax.

Your Communication History is where you can find all messages related to your account.

All online requests and transactions are automatically saved in your Communication History.

Click on a specific message to view the details and any followup messages. You can also reply or add a comment to the last remark regarding the message.

If you’re already a customer but aren’t registered for Online Client Services, you can create an account right now.

If you’re a tenant and you’re moving to a new apartment, you can change your address entirely online using our Online Client Services.

Otherwise, you can start your change of address online and an agent will contact you afterwards for more information concerning your new home.

Please note that your change of address may affect your home or auto insurance premium.

If you’re already a customer but aren’t registered for Online Client Services, you can create an account right now.

There are administrative costs for the setting up and maintaining of your policy that are part of your annual premium. Rather than charging for these costs upfront when your policy is issued, we spread them over the term of the policy.

When a policy is cancelled mid-term, we have not recovered these costs in full, and the short rate cancellation is used to collect the remainder.

The amount of the administrative fees depends on the number of days the policy has been active in the current term. In order to determine the amount of the fee, if applicable, please contact us and speak with an insurance agent.

Yes, the short rate tables are filed and approved with all of the provincial regulators.

No more rummaging around for your insurance policy! Thanks to our Online Client Services, you can access your policies in just a few clicks whenever you choose.

You can also:

• Modify your policy (add a vehicle or a driver)
• Change your profile (change your address or phone number)
• Change your payment method
• File an auto or property claim

Our Online Client Services also include your communication history, where you can find all messages related to your account.

All online requests and transactions are automatically saved in your communication history. You can view message details and reply or add comments.

If you’re already a customer but aren’t registered for Online Client Services, you can create an account right now.

All home and auto policyholders can use our Online Client Services.

Is more than one person named on your insurance policy?

All named policyholders can access Online Client Services for this contract. Each insured must register for online services with a separate email address and password. Each person will have individual access to the same policy.

Do the members of your family have separate insurance policies?

To access Online Client Services, family members must create individual accounts with their own email address and password. The same email address cannot be used for different accounts. Only policyholders can access their policies through Online Client Services.

You can’t create an online account if:

• You pay for the auto or home insurance policy but are not a named policyholder
• You are a named driver but not a named policyholder
• You’re responsible for the insurance policy (for example, spouse, parent, family member), but you’re not a named policyholder