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Updated: August 27, 2020

A helping hand from our assistance services

As healthcare workers and first responders, you’re on the frontlines of this crisis. We know that you’re working hard to help keep us safe and that doesn’t leave much time to manage your personal life.

So, we’d like to be there for you. To help make your life a little easier during the pandemic, we’re offering our policyholders free assistance services until December 31.

Concierge Service

Learn more

Roadside Assistance

Learn more

Front-of-the-line phone service

Learn more

Concierge Service

 

Call our 24-hour phoneline to help you arrange services like:

  • Vehicle maintenance
  • Lawn maintenance
  • Pet sitting
  • Floral arrangements and gifts
  • Plumbing repairs
  • Dry cleaning and other specialized services

Our concierge will respond to your request within 48 hours (on business days).

As a policyholder, you can get this service by calling By phone: 1-844-287-1680.

Limitations

  • Some services may not be available because of government restrictions in place due to the COVID-19 pandemic.
  • The concierge service is offered free of charge, but users must pay any fees or costs charged by the provider of the actual products and services. For example, there is no charge for help to find a florist, but you must pay for the cost of flowers and delivery.
  • The products and services must be paid online by credit card.
  • These services are for personal use only.
  • The Personal does not provide any guarantees or warranties regarding price, availability or quality of any services or products obtained or arranged through this concierge service. The Personal does not assume any liability for any services or products obtained or arranged through this concierge service.
  • The Personal cannot guarantee success for the procurement of any services or items.
  • The Personal will not provide payment of or reimbursement of fees.
  • Loyalty program points cannot be used for services, purchases or reservations.
  • This service is available from May 1 to December 31, 2020.

Roadside Assistance 

 

We know your time is precious. So, if you breakdown on the road, you can get help with our free roadside assistance for:

  • Towing and winching
  • Flat tire change
  • Battery boost
  • Door unlocking
  • Fuel delivery

As a policyholder, you can get this service by calling By phone: 1-844-287-1680.

Our 24/7 phone service is available anywhere in Canada or the continental United States.

Features

Get up to 4 emergency calls until December 31, 2020, for these services:

  • Towing
    • We’ll tow your vehicle to your choice of authorized garage within 25 km of the breakdown.
    • Fees apply for excess kilometres
    • Limit of 1 tow per incident
  • Battery boost
    • We’ll recharge your battery to get your car started. If the battery boost doesn’t work, we’ll tow your vehicle, subject to program conditions.  
  • Flat tire change
    • We’ll replace a damaged tire with your spare tire. If you don’t have a spare tire, we’ll tow your vehicle, subject to program conditions.
  • Fuel delivery
    • We’ll deliver up to 10 litres of fuel free of charge if you run out.
  • Winching
    • We’ll pull out your vehicle if it’s stuck in sand, mud, snow or a ditch. This service isn’t available if the vehicle is damaged or if we can’t safely reach the vehicle.
  • Door unlocking
    • We’ll unlock your doors if your keys are locked inside the car.
    • If we need to call a locksmith, the program will cover up to $50 of the cost (excluding parts).
    • If the key is broken, we’ll tow your vehicle, subject to program conditions.

About the service

  • 24/7 phone service available at By phone: 1-844-287-1680
  • Available in English and French
  • Throughout Canada and the United States (except Alaska, Hawaii and Puerto Rico)
  • Requests will be sent to and fulfilled by selected external providers.

Conditions, limitations and exclusions

Roadside Assistance service covers common emergency situations related to the use of a private passenger vehicle.

  • Roadside assistance is available only to customers who have home or auto insurance with us.
  • The service covers the cost of up to 4 eligible service calls until December 31, 2020.

The service does not apply to:

  • Vehicles being transported:
    • from a garage, a private road, a vacant lot, a private entrance blocked by snow or ice (snow removal is not covered), a beach, a field, a forest track, an unmaintained, uneven or uncleared road, or any other hard to reach areas
    • to a non-authorized garage, a private residence or a salvage yard
    • that are stored, temporarily unused, unregistered or not legally drivable
    • that are poorly maintained or in need of routine maintenance
    • when the driver is not fit to drive (such as under the influence of drugs, alcohol or fatigue).
  • Vehicles to be towed or winched with a gross vehicle weight rating (GVWR) of more than 3,500 kg.
  • Snow removal on or around the vehicle.
  • Seasonal tire changes or installation or removal of chains.
  • Repeated service calls for a poorly maintained vehicle or for a vehicle in need of routine maintenance.
  • The cost of parts, labour or repairs required as a result of the breakdown.
  • Events related to an accident (collision, pothole, bump or impact, whether or not it involves another vehicle), that could make the vehicle undriveable, fire, theft and vandalism.
  • Costs related to any damage caused to the insured vehicle by the external supplier during emergency service.
  • A service vehicle, commercial vehicle or any vehicle fitted with snow removal equipment, a ladder, a manlift or any other equipment.
  • Recreational vehicles (motorcycle, moped, snowmobile, ATV, caravan, camper, trailer or other accessories)
  • An unattended vehicle (someone must remain with the vehicle at the breakdown site).
  • Costs related to lost work hours or any other expense attributable to a delay in service.

Additional conditions and limitations

When submitting a claim, the insured must provide evidence that the service was provided by a certified towing professional. Reimbursement will be based on the average prevailing commercial rate in the region where the vehicle broke down and in accordance with the program conditions.

If, for valid and verifiable reasons, the insured is unable to reach the roadside assistance service, and must obtain roadside assistance on their own, they will have to pay the charges and return the original receipt to the program’s customer service department within 30 days of the breakdown to be eligible for reimbursement. The program conditions will then apply.

Under exceptional conditions, the program’s agent may authorize the insured to find a service provider on their own, pay for the charge for the service and return the original receipt to the program’s customer service department within 30 days of the breakdown to be eligible for reimbursement. The program conditions will then apply.

Important information

One (1) service will be deducted from the limit of 4 roadside assistance services for the 3-month period of coverage (from May 1 to December 31, 2020) in the following situations:

  • if the insured’s vehicle is left unattended or if the vehicle is no longer at the location of the breakdown when the external supplier arrives.
  • if, after submitting a request for assistance to the roadside assistance service, the insured wishes to cancel it or if they no longer need the service.

Front-of-the-line phone service 

 

Got questions about your insurance? Need to make a claim?  

Get priority access by phone. Call us Monday to Friday, 8 a.m. to 8 p.m. and Saturday, 8 a.m. to 4 p.m. One of our insurance agents will be happy to help.

Call us at By phone: 1-888-476-8737

Relief measures for our policyholders

 

We’ve adopted relief measures to help our customers during the COVID-19 pandemic. 

Helping you save on your premium

You might be eligible for a rebate on your auto insurance if a car on your policy is only used for essential trips. Read more about this relief measure on our dedicated COVID-19 page.

The Personal Roadside Assistance is managed by Assistel Inc. This service is offered free of charge to healthcare workers and first responders who have an auto or home insurance policywith The Personal in force before May 1, 2020. This service is available from May 1 to December 31, 2020.

Some conditions, exclusions and limitations may apply. The offers and discounts may change without notice.

The Concierge Service and front-of-the-line phone service are available from May 1 to December 31, 2020. These services are offered to healthcare workers and first responders who have an auto or home insurance policy with The Personal in force before May 1, 2020.