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Frequently Asked Insurance Questions
Is my Pool or Spa Covered?
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.
What Is Proof of Loss?
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.
What Is Water Damage Insurance?
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
What Should I Do in the Event of Water Damage, Fire, or Theft?
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.
What benefits does The Personal offer its clients?
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.
Where Are Your Offices Located?
Our offices are located in Mississauga, Ontario.
Mailing address
The Personal
P.O. Box 7065, Station A
Mississauga, Ontario L5A 4K7
What's the best way to find answers to my questions?
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.
Can I access Online Client Services using my AccèsD account?
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 on hand.
What does the "Communication History" in your Online Client Services refer to?
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.
Can I change my address online?
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.
How much is the short rate fee?
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.
Are there any fees charged for cancelling my policy?
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.
How do I cancel my policy?
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.
Can I make a claim online?
You can inform us of a home 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.
Who can use Online Client Services?
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
What are Online Client Services and what benefits do they offer?
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.
Why do I have to pay administrative fees when cancelling a policy?
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.
How long does it take to process my online payment?
Processing times vary from one financial institution to another. It can take some financial institutions up to five business days to process your payment through their system. Make your payment in plenty of time to meet your payment due date. Please ensure you use your policy number as your account/reference number.
What is a Sewer Backup?
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.
Why should I regularly update my property insurance policy?
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.
What are the advantages of the online home insurance quote?
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
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