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?
It is often difficult to know where to have a damaged car repaired. We will suggest a nearby Recommended Repair Facility. Each recommended shop is equipped with the most advanced estimating and repair technologies. A digital image of your vehicle and an electronic appraisal can be directly transmitted to our offices. If you choose one of our Recommended Repair Facilities, no other estimate will be necessary. Plus, they are able to co-ordinate a rental vehicle, provided you are eligible for one. This can be a real time saver, and if you have the recommended shop do the work, you get the added protection of The Dominion Repair Satisfaction Guarantee! If, however, you wish to have the work done elsewhere, the choice is yours. The appraisal performed by our recommended shop will be honoured at a reputable repair facility of your choice.
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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?
If you have purchased optional Loss of Use coverage, the policy will provide an amount of money that you can spend on a replacement vehicle regardless of who is at fault for an accident. To the extent that you are not at fault for an accident, it works a little differently. Depending on the province within which the accident happened, either the responsible driver's insurer or The Dominion will cover your rental (whether or not you have the optional Loss of Use coverage). If your car is being repaired at one of our Recommended Repair Facilities, the facility can co-ordinate the rental car for you, meaning one less thing for you to worry about.
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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. Your broker will be happy to explain your coverage in simple terms.
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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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