Frequently Asked Insurance Questions

It depends on how much you increase them. The higher your deductible, the lower your premium.

If you choose Standard coverage, you can save hundreds of dollars on your auto insurance premium by increasing the Collision and Comprehensive deductibles.

To find out more about this topic, read The Impact of Your Deductible on your Premium.

To drive a vehicle, you must have the following, minimum insurance coverage:

Third party liability

This coverage protects you if you’re involved in an accident and you damage someone’s property, or if you injure or kill someone. According to provincial law, you must have at least $200,000 in third party liability coverage, but most people choose a limit of $1,000,000 or $2,000,000.

Accident Benefits

This coverage protects you if you or someone in your family is injured or killed in an accident, whether it’s your fault or not. It includes supplementary medical, rehabilitation, attendant care, caregiver, non-earner, and income replacement benefits.

Direct Compensation Property Damage (DCPD)

This coverage protects you for damage to your car in an accident that’s not entirely your fault. It’s called Direct Compensation because instead of recovering damages from someone else’s insurance company, you deal directly with us.

For example, if you’re at fault for 50% of an accident, the DCPD covers you for half of the repairs. The other half is covered by the optional Collision portion of your policy, if you bought this coverage. In such an accident, you would also have to pay for half of your deductible.

Uninsured Motorist

This coverage protects you and your family if you’re injured or killed by a hit-and-run driver, or by the driver of an uninsured or unidentified automobile.

It also covers your automobile and its contents for damage caused by an identified, uninsured motorist, and it is subject to a deductible.

Other coverage is optional, but is often required by insurers when you purchase or lease a vehicle. To find out more, read Choosing the Right Kind of Auto Insurance.

Believe it or not, reducing your auto insurance premium is up to you.

Here are some tips:

• Drive carefully.
• Get your auto insurance and home insurance with us. You could qualify for a multi-line discount.
• Choose a vehicle with low insurance rates. Generally speaking, the older the car, the cheaper the premium. Get an auto insurance quote and compare the rates for different vehicles.
• Choose a vehicle with low repair costs. It costs less to repair an economy-class vehicle than a luxury vehicle.
• Install a certified anti-theft system. We will reduce your auto insurance premium, no matter how old your vehicle is.
• Increase your Collision and Comprehensive deductibles. The higher your deductible, the lower your premium.
• If your vehicle is old, consider not including Collision and Comprehensive coverage in your auto insurance policy.

To make the right choices when purchasing auto insurance, read Choosing the Right Kind of Auto Insurance.

Yes, you can still be sued, whether or not you have insurance. Without auto insurance, you would be personally responsible for the damages that you caused in an accident. Insurance covers these damages on your behalf, up to the limits outlined in your policy.

To make the right choices when buying auto insurance, read Choosing the Right Kind of Auto Insurance.

“No fault” insurance refers to Accident Benefit coverage that is available to you even if you are entirely at fault for an accident. You can claim these benefits from us under your policy. It also refers to Direct Compensation Property Damage, where under your policy, you can claim from us the damage caused to your vehicle, to the extent that you are not at fault for an accident.

“No fault” doesn’t mean that you’re not responsible for an accident. It just means that we will handle your claim no matter who’s at fault in the situation. For example, if you’re rear-ended by someone, the other person would be at fault for the accident, but you would deal directly with us instead of with the other driver’s insurance company.

Where you live is one factor that affects the cost of your auto insurance.

Generally speaking, drivers who live in a city pay higher auto insurance premiums than those who live in the suburbs. There are several reasons for this:

• More traffic increases the risk of accidents.
• There's a higher risk of vehicle theft.
• Vandalism is more common.

For tips on how to save on your insurance, read Tips to Save on Home and Auto Insurance Premiums.

To get an auto insurance quote, use our online quote request form or contact us.

If you lend your car, you also lend your insurance. If anything happens, your friend will be covered under your auto insurance policy, as long as he or she has a valid driver’s license and meets the other conditions of your policy.

If your friend is involved in an at-fault accident while driving your car, it could affect your premium.

If you lend your car to someone, remember that your auto insurance coverage may not apply if he or she does not have a valid driver’s license.

Yes, it’s the law.

• If you get caught driving without auto insurance in Canada, you’ll be fined.
• If you damage someone’s property, or you injure or kill someone and you are sued, you’ll have to pay for the damages in full.

Before you buy auto insurance, read our tips Compare and Choose Your Auto Insurance.

The limits that you require are dependant on your individual circumstances. You may want to consider things such as whether or not you have collateral benefits through a private plan or employer, or whether you have any dependants to determine your needs for higher limits.

Although there will be no change to your coverage until renewal, it is possible to change to the new standard accident benefits now. However, because so many factors impact your premium, it does not necessarily mean that your premium will decrease.

Your premium is based on many different factors. The intent of these reforms is to provide overall rate stability. Without these new reforms, the price of automobile insurance would continue to rise considerably to cover the rising costs of accident benefit claims. Rather than providing an immediate decrease, these reforms will help stabilize your rates over the long term.

The major change is related to Standard and Optional Accident Benefits coverage, which will provide consumers with more choice and the ability to customize their coverage to suit their needs and budgets. There are other smaller changes that will be introduced as well. Also note that detailed information on these changes will be included in your renewal package, which will be sent approximately 2 months before your renewal date.

The reforms are effective as of September 1, 2010. Your current coverage choices and premiums will not be impacted until your policy renews September 1, 2010 and onwards.

The percentage of fault in Ontario is determined by Fault Determination Rules that are regulated and consistently applied to all automobile accident claims in Ontario. Your claims adjuster would advise you of the percentage of fault at the time of a claim.

The changes will affect each person differently depending on their circumstances and the levels of coverage chosen. There will be no change to your coverage until renewal. It is not necessary to do anything at this time, and you will receive more information with your renewal package.

To determine if you have a need for Optional Accident Benefits, some of the elements that you may want to consider are:

• Are you, your spouse and dependants eligible for OHIP?

  If so, remember that OHIP will continue to cover some of the medical expenses incurred as a result of a motor vehicle accident.

• Do you have collateral benefits through your employer or a private plan?

  If so, and the coverage is sufficient, you may not need to buy optional accident benefits. Collateral benefits are primary coverage and the coverages on your automobile policy are considered secondary to those.

• Does 70% of your gross weekly income exceed $400/week?

  If not, or if you have short-term / long-term disability coverage, then you may not need to purchase the optional Income Replacement coverage.

• Do you have someone who could assist you with housekeeping and home maintenance duties if you were injured in an automobile accident, or would you have to pay someone?

  If you have a friend or family member who could assist with housekeeping and home maintenance duties, then you may not need to purchase this optional benefit.

• Do you provide full-time care to a dependant? If so, and you were unable to do so as a result of an automobile accident, do you have someone who could assist you or would you have to pay someone?

  If you have a friend or family member who could assist with providing care to a dependant, then you may not need to purchase this optional benefit.

• Do you, your spouse and dependants have life insurance?

  If so, then it may not be necessary to increase the standard death and funeral benefit.

Collision covers damage to your car that’s caused when it tips over or collides with another object. For example, if you’re driving in a parking lot and you hit another car or bump into a lamp post, or if a shopping cart hits your car, the resulting damage is covered by Collision.

For other damages not covered by Collision, your Comprehensive coverage takes over. Comprehensive covers glass breakage and damage caused by theft, vandalism, wind storm, hail, fire, or earthquakes.

When you purchase both Collision and Comprehensive coverage, you’ll get the All Perils coverage, free of charge.

Uninsured Automobile coverage protects you and your family if you’re injured or killed by a driver who is not insured, or by a hit-and-run driver. It also covers your car if it’s damaged by a driver who’s not insured.

Uninsured Automobile coverage is automatically included in your policy, while both Collision and Comprehensive are optional.

To find out which endorsements to include in your insurance policy, read Choosing the Right Kind of Auto Insurance.

If you’re getting a chip repaired, you won’t have to pay a deductible. In fact, your repair shop may even call us directly and take care of it all for you.

However, if you need to get glass replaced because of more serious damage, you will be subject to a deductible. So, it’s a good idea to get those small chips repaired before they grow into a much bigger problem.

Read more about repairing vs. replacing glass.

As a policy holder, you are responsible for informing your insurer of any changes made to your vehicle and/or how it is used. This includes things like vehicle modifications, changes in vehicle use (for example, commercial use), the addition of newly licensed drivers to your household, a change of address, etc.

A vehicle modification includes:

• Performance-related modifications, such as upgrading the engine
• Electronic modifications, such as upgrading the stereo
• Cosmetic modifications, such as tinting the windows

Commercial use means any change in use where the insured vehicle is now used for commercial purposes. For example, if you recently became a painter and you started using your mini-van to carry your paint and equipment, this would be considered commercial use.

You should always notify your insurer when any material change, as outlined above, is made to your vehicle. The risk of this change will be re-evaluated and may result in a premium adjustment. If you make any of the changes described above but don’t inform your insurer, the insurer can decide to deny your claim, and may even cancel or void your policy. For example, if you modify your vehicle to give it a turbocharged engine and you end up crashing, you’ll most likely be refused coverage for violating your insurance contract.

Note: If your vehicle has been modified because of a medical condition, you should still notify your insurer.

Read other questions and answers about auto insurance.

Generally speaking, your premium will increase if you’re at fault in an accident, regardless of whether you’re entirely or partially at fault. Tickets and convictions can also affect your premium, depending on the type of offense.

The number of at-fault claims, as well as the number of convictions, and/or the type of conviction (such as impaired driving) that you receive may also impact your eligibility for insurance.

For tips on how to save on your insurance, read Tips to Save on Home and Auto Insurance Premiums.

Frost and the weight of ice or snow are just some of the factors that can damage your pool or spa.

Getting the Right Protection

By taking out a home insurance policy with us, you can supplement your basic insurance to cover:

• Your above-ground pool, including equipment and accessories, as well as attached patios that are not connected to the house
• Your in-ground pool or spa, including equipment and accessories, as well as attached patios that are not connected to the house

Get a home insurance quote

Complete an online home insurance quote. It’s quick, easy and commitment free.

You can also request a quote over the phone simply by contacting us.

If you need to file a claim following a loss, your insurer will require proof of the loss.

This term refers to proof of possession, ideally, the original bill of sale. Other documents, however, may be accepted, such as:

• owners manual/operating instructions
• appraisals
• warranty cards
• credit card or bank account statements, etc.

A Proof of Loss form must be certified by a notary public or commissioner of oaths. Once an insurer receives proof of loss, the claim must be processed quickly. Insurers have:

• seven days to declare their intention to repair or replace the article, or to repair the damage
• sixty days to either pay compensation or reject the claim

To find out more about how a home insurance claim is handled, read Our Claims Process.

A deductible is the amount you must pay when you make an insurance claim.

For example, if you have a $500 Collision deductible, you pay the first $500 of the vehicle repair costs, and we pay the rest.

To find out more about this topic, read The Impact of Your Deductible on your Premium.

If you make a claim, your claims advisor will need various documents, including:

• Receipts
• Proof of ownership (such as photographs, user manuals, and warranties)
• A list of damaged property

If one of your appliances causes water damage or a fire, it’s important for you to keep this appliance for assessment.

An inventory of your belongings could help prevent headaches in the event of a claim. To find out how to draw up an inventory, read Evaluating the Value of your Personal Belongings as Accurately as Possible.

If you experience a loss, take immediate steps to minimize the damage.

• In the event of water damage, cut off the water supply and move all furniture and damaged items to a dry place.
• In the event of theft, call your local police immediately.
• In the event of a fire, call the fire department right away. Even a small fire can spread quickly if it’s not brought under control.
• If there’s damage, one of our claims advisors can help you deal with the emergency and start the claims process.

You can minimize the risk of experiencing such a loss. To find out more, read Tips on Preventing Home Insurance Claims.

You can pay by:

• Pre-authorized chequing (PAC)
• Cheque
• Credit card (Visa or MasterCard).

Water damage insurance covers damages caused by surface or ground water.

Our basic coverage is $10,000; however, you can increase this amount for a higher premium.

How much insurance do I need?

To calculate how much insurance you really need, you should estimate the value of all your property and investments that could be damaged if you experience a loss.

Bear in mind that your insurance amount includes not only damage to your home and belongings, but also additional living expenses arising from the loss.

In some cases, $10,000 is plenty. In others, more coverage is definitely necessary.

If you’re already a customer, contact us agent for helpful advice on water damage coverage. If not, request a home insurance quote. It's quick, easy and commitment free.

You can also request a quote over the phone simply by contacting us

You need to file a police report in the following situations:

• Theft or attempted theft
• Vandalism
• Fire
• If a vehicle hits your house

A police report is required for most home insurance claims.

You can change your payment method through your online account, or by contacting us.

Drivers in Ontario are subject to what is popularly known as No-fault insurance, which is actually the mandatory Direct Compensation Property Damage (DCPD) section of their auto insurance policies. With no-fault insurance, drivers are compensated for damages only by their own insurance companies, based on the extent to which the policy holder is responsible for the accident.

When processing the claims, each driver’ insurance company must determine to what extent each driver is responsible for the accident. To determine responsibility, insurers use the guidelines and regulations described in the province’s Insurance Act, which includes a set of Fault Determination Rules.

It’s always best to repair a chipped windshield as soon as possible, before it develops into a nasty crack. While a chip can usually be fixed, a crack means you’ll most likely have to get the glass replaced, or you’ll be in danger of it shattering at any time, and causing far more serious damage.

If you have Comprehensive coverage, you’re covered for most glass repairs, without having to pay a deductible. Many repair shops will even call your insurer for you, so all you have to do is get it fixed and drive away.

Whether or not the glass can be repaired instead of replaced depends on the size, location and severity of the damage. Most shops can repair quarter-sized chips or cracks up to three inches. However, if the damage is in the corner of the glass, it’s far more difficult to repair, and it can compromise the strength of the glass. Anything from a small, flying object to a strong burst of wind could cause the glass to break, which could potentially lead to a crash.

If the damage is such that you have to get the glass replaced, you will be responsible for paying your deductible. So, before that chip gets any bigger than the head of a nail, look for your local glass repair shop and have a qualified glazer inspect the damage.

Comprehensive coverage is not mandatory, but is often required by insurers. To find out more, read Choosing the Right Kind of Auto Insurance.

Go immediately to your nearest dealer:

• Apple Auto Glass
• Standard Auto Glass
• Speedy Glass

If you are covered by an Auto Insurance policy with us, simply show your auto insurance certificate to the retailer and they will contact us to process your claim.

Get an online auto insurance quote.

If you’re unsatisfied, please feel free to speak with one of our insurance agents or, if applicable, your claims advisor by calling 1-888-277-6481.

If you feel that additional steps should be taken, please contact our Customer Relationship Services department.

Our agents are available to help you:

• Monday to Friday from 8 a.m. to 8 p.m.
• Saturdays from 8 a.m. to 4 p.m.
• You can contact us by phone, or at any time online.

The Personal was created in 1974, initiating the concept of group auto and home insurance in Canada.

Not only do you enjoy customized coverage for your car and home as a The Personal customer, you can manage your home and auto insurance online quickly and easily and benefit from a variety of assistance services 24/7.

Take charge of your insurance policy

You can use our Online Client Services to change your address or phone number, add a vehicle or a driver, or replace or store a vehicle. It only takes a few minutes and it’s available whenever you are.

Your request is sent directly to an agent, who processes the changes and sends you the modified policy by mail.

Take advantage of our assistance services

Emergency service: You can contact a claims advisor or report a loss through our Online Client Services at any time of the day or night.

Identity theft assistance: We offer free access to advice on preventing identity theft and help in re-establishing your identity in case of need.

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

Our offices are located in Mississauga, Ontario.

Mailing address

The Personal
P.O. Box 7065, Station A
Mississauga, Ontario L5A 4K7

This site is unquestionably an excellent source of information on home and auto insurance. Visit our Frequently Asked Questions section to quickly find answers to your questions about home and auto insurance, claims, and our company.

If you’d rather write to us

You can send us an email for general requests, i.e., if you would like to:

• Obtain a copy of your insurance policy
• Check the status of a claim
• Make a suggestion or comment

You will receive a reply the next business day. Please provide as much information as possible in your email (e.g., your insurance policy number if your question concerns your policy). This will help us meet your needs more quickly.

If you prefer to call us

You can call us regarding any specific matter concerning:

• A claim you’ve filed
• An home, auto, or business insurance quote
• A home insurance policy update

However you choose to contact us, we’ll do everything in our power to provide you with all the information you need as quickly as possible.

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.

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.

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

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

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.

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

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.

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.

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.

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.

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.

If you’re an AccèsD member, you can benefit from Online Client Services directly from your AccèsD account—your one-stop resource for managing your home and auto insurance as well as your personal finances.

How to register:

• Log on to AccèsD
• Select the Property Insurance tab
• Select Registration from the left menu
• Follow the steps on screen

Before you start, be sure to have your insurance policy number and the amount of your premium (before taxes) on hand.

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.

Here are a few tips to lower your home insurance premium:

• Install a centrally-monitored alarm system.
• Take preventive measures to lower the number of claims you make. For practical advice, visit the Insurance Bureau of Canada’s Web site.
• Insure your home and car with us.
• Make sure that no one in your household smokes.

For more tips on how to save on your insurance, read Tips to Save on Home and Auto Insurance Premiums.

For information about safety standards for wood-burning appliances, please view the Guide to Residential Wood Heating produced by Natural Resources Canada.

You should tailor your home insurance policy to any change in your life. Update it regularly in order to:

• Receive coverage that suits your actual needs
• Benefit from the fairest and most equitable premium
• Avoid unpleasant surprises in the event of a claim

Call an agent to discuss any changes that could affect your insurance premium:

• Alarm system installation
• Change in your smoker/nonsmoker status
• Major renovations (e.g., finishing your basement, putting an addition on your home, etc.)
• Acquisition of highly valuable items (e.g., jewelry, paintings, antiques, etc.)

Also take the opportunity to update your home inventory. In the event of a claim, you will have all the information you need about your current possessions.

To determine your home insurance needs, read Choosing the Right Kind of Home Insurance.

Municipal waterworks can handle normal, or slightly above normal, water flow. However, sewers can back up following heavy precipitation, melting snow, a sudden thaw, a rise in the water table, or other unexpected weather conditions.

Fortunately, you can minimize the risk to your house or apartment by following these loss prevention tips:

Install a Backwater Valve

A backwater valve that complies with your municipality’s standards and bylaws will prevent sewage from backing up into your basement. The valve closes automatically if the sewer backs up.

Maintain Your Backwater Valve

Proper care of your plumbing system will significantly reduce the risk of sewer backup.

And of course, in the event of a loss, one of our claims advisors can help you deal with the emergency and start the claims process.

To learn more about prevention, read Tips on Preventing Home Insurance Claims.

• If you’re away at school temporarily and are staying in residence, your parents’ home insurance policy will cover you.
• If you move out permanently, you will need to buy your own tenant insurance.

To find out more about the importance of protecting your apartment, read Home Insurance Responsibilities for Renters and Owners.

Get a home insurance quote

Complete an online home insurance quote. It’s quick, easy and commitment free. You can also request a quote over the phone simply by contacting us.

You should purchase enough coverage to protect all of your belongings, including your:

• Clothes
• Furniture
• Electronic equipment
• Computer

Don’t forget anything!

People often underestimate the value of their belongings. Make sure you have sufficient coverage for everything you own. To do this, you should first:

Take an inventory. This is the best way to determine the total value of your belongings.

Figure out how much it would cost to replace everything.

Decide how much home insurance you need.

To learn more about how to draw up a detailed inventory, read Evaluating the Value of your Personal Belongings as Accurately as Possible.

You’re legally responsible for the damage if, for example:

• Your washing machine overflows
• You forget to turn off a tap and water overflows into the unit below

That’s why home insurance is a must for all tenants. It provides liability insurance for damages that you cause to someone or something in your building, or to the building itself.

Without this coverage, you’ll have to pay for the damages in full.

To better understand what your tenants insurance covers, read Home Insurance Responsibilities for Renters and Owners.

Yes, we can cover up to two roommates under the same home insurance policy.

However, if you and your spouse move in together, and you decide to share the apartment with another couple, each couple will need a separate home insurance policy.

To find out more about insuring an apartment, read Home Insurance Responsibilities for Renters and Owners.

Our home insurance quote tool is designed to let you know what premium you would be paying and how much you could be saving. It’s quick, easy and commitment free.

To get the most accurate quote possible, please answer all the questions; your answers to each one has an impact on the premium.

To save time, make sure you have the following information handy:

For owners

The reconstruction cost of your home

The year of construction of your home

The year the roof was renovated

The year the fuel-oil tank was installed or manufactured (if applicable)

The square footage

For tenants

An inventory of your belongings