Fire, theft, vandalism, natural disaster and other incident: What to do?

Auto insurance claim: what to do in case of a fire, theft, vandalism or natural disaster. Auto insurance claim: what to do in case of a fire, theft, vandalism or natural disaster.

Your vehicle was stolen or damaged

Accident or loss?

Count on us 24/7—by phone or online

What to do in 7 steps

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In case of fire, theft or vandalism

Did your vehicle catch fire, or was it vandalized or stolen? We'll get you back on the road as quickly as possible.

Call the police!

A police report is required if your vehicle catches fire or is stolen, but not if it’s vandalized.

Making a claim

Make sure you have the following information:

  • The number of your insurance policy or your auto insurance certificate
  • The police report number, if applicable
  • The location where the incident occurred
  • The contact information of any witnesses
  • The contact information of the towing company and where the vehicle was towed, where applicable

Was personal property stolen from your vehicle? If so, make a claim for theft under your home insurance.

In case of natural disaster or other event

Your vehicle may be damaged by weather or other incidents. You can count on us to get you back on the road as soon as possible.

Making a claim

Make sure you have the following information:

  • The number of your insurance policy or your auto insurance certificate
  • The location where the loss or incident occurred
  • The contact information of the towing company and where the vehicle was towed, where applicable

The Personal is there for you every step of the way. Whether you make a claim online or call to speak to a claims advisor, you can count on the same friendly, efficient service.

File a claim online

  • You can file a claim in just 10 minutes—anytime, day or night.
  • We open your claim and confirm your insurance coverage as soon as you complete the online form.
  • You can book an appointment online with one of our recommended body shops and find out if you’re eligible to use our photo estimation feature.
  • Remember you can always get in touch with your claims advisor.

or

Call us

The claims department agent who takes your call will:

  • Take your full statement on the circumstances of the incident
  • Check your insurance coverage
  • Help you to decide where to get your vehicle repaired: choose one of our recommended body shops or your own—and if you’re eligible, you can even use our photo estimation tool
  • Tell you which documents to send in or which ones will be sent to you
  • Give you your claim number

The call will take about 30 minutes.

As soon as you open your claim online or by phone, we’ll assign your claims advisor

Your claims advisor has the training and knowledge to handle your claim and advise you through the process.

The damage assessment process determines:

  • whether your vehicle can be repaired, i.e., if the cost of repairs does not exceed the value of the vehicle
  • how long the repairs will take

If you choose one of our recommended body shops

  • The process is simplified because of our existing agreements
  • The body shop will assess the damage and send us a report with photographs
  • The repairs are guaranteed by the body shop for as long as you own the vehicle and a valid insurance policy with us

If you choose another body shop

  • One of our appraisers will visit the shop to assess the damage to your vehicle

If you chose to send photos of the damage

The photo estimation tool gives you instructions on how to take photographs of the damage. You’ll then get an email or text letting you know to send your photos in the next 48 hours.

After you send your photos, the body shop will assess the damage and then call you to book an appointment for the repairs.

If repairs cost more than the value of your vehicle

This would be considered a "total loss." Depending on your policy coverage, we'll pay you the market value of your vehicle or the amount provided for under your policy.

If your car was stolen

Depending on your policy coverage: we'll pay you the market value of your vehicle or the amount provided for under your policy.

All claims are analyzed by our claims advisors. How long this step takes varies from claim to claim.

Your claim is analyzed to determine the scope of your coverage, among other things.

At this stage, you'll be in direct contact with the body shop

  • The body shop will repair your vehicle once it receives authorization from you and your claims advisor.
  • Based on your policy coverage, you could be entitled to a replacement vehicle while the repairs are being done. Your claims advisor will confirm the terms and conditions that apply.
  • The repair shop will contact you once the work is completed, so you can pick up your vehicle.

The claims advisor will confirm the amount of your deductible, if applicable.

If your vehicle was repaired

By a recommended body shop:
  • You pay your deductible directly to the repair shop
  • We pay the shop for the repairs
By another body shop:
  • You pay your deductible directly to the body shop
  • We send you a settlement cheque that must be endorsed by all the beneficiaries before you give it to the body shop
  • Make sure you're satisfied with the work before settling the bill

If your vehicle was declared a total loss or stolen

We'll send you your settlement cheque as soon as we receive all the documents required by your claims advisor. The cheque must be endorsed by all beneficiaries.

Once all the payments have been made, your claim will be closed.

We hope your claim will be settled to your satisfaction.

Accident or loss?

Count on us 24/7—by phone or online

Find a recommended provider

Is immediate action required? Choose from our network of recommended providers. We take care of everything, and you get top quality service.

Car or recreational vehicle

  • Auto glass
  • Body shop
  • Car rental

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Reasons to choose a recommended body shop

  • 24/7 vehicle towing
  • Accurate damage appraisal using state-of-the-art technology
  • Replacement vehicle during the repairs at no charge
  • Repairs are done by an experienced team and guaranteed by the body shop for as long as you own the vehicle and have an insurance policy in force with us
  • The body shop is entirely and solely responsible for work done.
  • The information provided on this page is meant for informational purposes only. Full details regarding coverage and exclusions can be found in the insurance policy, which always prevails. Certain conditions, limitations and exclusions may apply.