Auto Insurance
We've taken the mystery out of understanding your insurance policy and the claims process. Please find full explanations below regarding selected auto insurance topics, or click here for our Property Insurance Claims FAQ.
Auto Insurance Claims FAQ
- What do I do if I have an accident?
- What if someone needs help?
- When do I call the police?
- Who should I talk to at the accident site?
- What if the police want to tow my car?
- Where can I have my car repaired?
- How do I report a claim?
- What if I need a rental car?
- What information should I get from the police or the other driver?
- What can I expect after reporting a claim?
- How do I know if I'm covered?
- What coverage do I have?
- What's a deductible?
Please note that the information below is provided only as a general guide. The wording of your actual policy will always be the final guide to coverage.
What do I do if I have an accident?
First and foremost, be careful. Many injuries occur when people exit their vehicles on busy streets and are struck by other vehicles. If an accident occurs, make the welfare of your family and others involved in the accident your first priority.
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What if someone needs help?
Find a way to call for help. Next, if an injured person at the scene requires assistance, take appropriate steps. We will cover any reasonable expense. This includes, but is not limited to, the cost of first aid supplies and blankets or clothing that may be used or damaged in the process.
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When do I call the police?
Most jurisdictions suggest that you call the police if anyone is injured or if the damage to the vehicle(s) exceeds a certain dollar figure (commonly $700).
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Who should I talk to at the accident site?
Cooperate fully with the police. Feel free to inquire as to the well being of anyone involved in the accident. You shouldn't discuss responsibility for the accident with anyone except the investigating officer.
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What if the police want to tow my car?
The police have the right to impound your car. If they do, it will be taken to a locked compound. Tow truck drivers may suggest they take your car to a specific repair facility. This may not be in your best interest. The tow truck driver may be getting a commission from the repair facility if your car is taken there. You have the right to direct them to take your car to any shop or location. The choice is yours! We will reimburse any reasonable expense incurred. We suggest that you not sign any document related to the repair of your vehicle until you have had a chance to assess your options. At a minimum, carefully read any document you are asked to sign.
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Where can I have my car repaired?
We recognize that choosing a repair shop can be difficult. We will suggest a nearby collision repair facility that has been carefully screened to qualify as a member of "The Dominion Recommended Vendor Program". Each recommended vendor uses the most advanced estimating and repair technologies. A digital image of your vehicle and an electronic appraisal are instantaneously transmitted to our office which saves you time. If your repair is performed by one of these vendors you will receive The Dominion Satisfaction Repair Guarantee stating we will stand behind any claim-related repairs for as long as you own the car!
Our recommended vendor's appraisal will be honoured at any reputable repair facility. All our appraisals are written using industry accepted repair standards. Please note that some parts such as batteries, exhaust systems and tires, are not expected to last the lifetime of the vehicle and may be subject to depreciation. You may incur a "betterment charge" if you have been placed in a better situation than existed before the accident. If your repair is performed at a Dominion recommended vendor, you will not have to pay betterment charges totaling less than $50.
You have the right to get a second estimate from another shop of your choice and you have the final decision with respect to where your vehicle is repaired. Please note, if your vehicle is leased, the leasing company is the actual owner of the vehicle. Please check your leasing agreement for conditions. You may want to give them a call.
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How do I report a claim?
Call your broker at your earliest opportunity. Your independent broker is an integral part of the claims team. Not only can they help you start the process, but they also can address any of your concerns about the effect of a claim on your policy or coverage. Our offices are open to serve you from 8:00 a.m. to 6:00 p.m., Monday to Friday, and in some parts of the country from 8:00 a.m. to 8:00 p.m. We are also open 9:00 a.m. to 1:00 p.m. on Saturdays. However, you can report an emergency claim (for example, an accident involving injury) at any time by calling our 24-hour emergency line at 1-800-661-5522.
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What if I need a rental car?
While your vehicle is out of service as a result of a covered loss, and if you have purchased Loss of Use coverage, you are entitled to rent a similar replacement vehicle. If your vehicle is not drivable, coverage starts immediately; however, if your vehicle is drivable, coverage begins when repairs are started. The amount you can spend on a rental depends on the time required to repair the vehicle and your coverage. If you do not have Loss of Use coverage we may still be able to arrange for replacement transportation depending on who is responsible for the accident and other factors. Our recommended vendor is Discount Car & Truck Rentals. It is best if you discuss all rental issues with us directly.
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What information should I get from the police or the other driver?
Often the investigating officer will give you a copy of the accident report. If not, be sure to take down the following information:
- names, addresses, phone numbers and driver’s licence numbers of all drivers and witnesses
- description, plate number and insurance information of the other vehicle(s)
- names of the streets.
- time of the accident
- investigating officer's name, force and badge number
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What can I expect after reporting a claim?
We take pride in providing outstanding claims service, responding to your report within 4 business hours – one of the most ambitious contact goals in the industry. You can expect a helpful, empathetic and knowledgeable claims representative. We will promptly assess what you are owed and make your claims experience as positive as possible. If your call is made on our 24-hour emergency line, someone can assist you immediately.
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How do I know if I'm covered?
Your policy contains the details of the coverage available to you. Once our investigation is concluded we will let you know if you need to pay your deductible, or a portion of it.
Depending on your claim we may ask you to sign a Proof of Loss form. A blank Proof of Loss form is provided in the download forms section of Claims Assistance.
Remember, your broker is an important part of our claims team. If you have any questions regarding the affect of the claim on your policy or coverage, your broker is there to help. We are happy to address any other claims related issues.
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What coverage do I have?
Most auto policies include these coverages to certain limits:
Liability - to cover claims made against you by other people when you are at fault
Accident Benefits - to cover some of your medical expenses, income loss, etc. (regardless of fault) for protected parties, when you are injured as a driver or passenger
Uninsured Motorist - to cover damage caused by an identified but uninsured driver
Optional coverages include:
Collision - to cover damage to your vehicle, generally when you are at fault for an accident (Collision includes hitting another car, a building, a person, etc.)
Comprehensive - to cover loss of or damage to your car caused by a vandal, weather, a thief, etc.
Loss of Use - to cover a rental vehicle while your car is being repaired
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What's a deductible?
All auto policies incorporate a deductible of some description. Insurance is designed to protect people from losses they cannot afford. Adjusting many very small losses would be very expensive and would unnecessarily increase premiums. Therefore, when you buy a policy, you agree to pay the first portion of any loss. For example, if your deductible is $500 and your total covered claim is $2,000, we would pay you $1,500. Depending on your policy, your degree of responsibility and the province within which you have the accident, the deductible may not apply.
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