We are here for you

Providing flexible relief measures for customers.

Frequently Asked Questions

Financial relief measures and premium adjustments

1. COVID 19 is causing me to experience financial challenges – what can I do?

  • We understand this is a difficult time for individuals, families and businesses. Our priority is to be there for customers and brokers when they need us.
    We are focused on supporting individuals and businesses who have been significantly impacted by COVID-19; including people who are ill, elderly or who have experienced job loss.
    This could include providing relief measures such as flexible payment options (including waiving of missed payment fees or payment deferrals) and offering suggestions for a premium adjustment to reflect your current circumstances.
    Please contact your insurance broker to discuss options for financial relief. We are here to help.

2. What premium adjustments are available for personal auto customers?

  • Personal driving habits have changed for many customers. We are providing two ways to save on their personal auto premiums:
    • Premium reduction of 15%, on average, for three months when customers update their personal driving habits through their broker or by filling out this simple online form. This premium reduction reflects the change in kilometres driven in a year.
    • Premium reduction of 75% per month, on average, when customers park and safely store their vehicle and until they start driving it again. By making this arrangement, you agree to not drive your car. To make this change, customers must contact their broker.

3. What customer payment relief and premium adjustment measures are available?

  • Since the beginning of the crisis, we have been taking a problem-solving approach with our customers and brokers. Customers can work directly with their broker or Intact Insurance to determine the support measures that best meet their needs. As the crisis evolves, we will be reviewing all our support measures on an ongoing basis.
    The following measures will be in place up until and including June 30, 2020:
    • Personal auto insurance premium reductions of 15% on average for three months to reflect changes in driving habits
    • Personal auto insurance premium reductions of 75% on average, per month, for as long as customers park and safely store their vehicle
    • Waiving of missed payment fees
    • Flexible payment options including deferrals
    • Premium adjustments for small and medium sized business customers that are now closed or have been severely impacted from a sales receipts and payroll perspective
    • Premium adjustments for change of use or storage of commercial vehicles

4. What premium adjustments are available for commercial auto customers?

  • We are providing premium adjustments based on temporary storage of vehicles. Commercial auto customers should contact their broker to discuss solutions.

5. Once I complete the online form, when will my personal auto premium reductions start? And what happens after three months?

  • Customers can update their personal driving habits by contacting their broker or filling out this simple online form by June 30, 2020. The three-month premium reduction will be effective as of the date your request is processed. While we are working as quickly as possible, given the volume, processing could take up to 30 days to be reflected in Client Centre. Rest assured that the premium reduction will apply for three months.
    After three months, your auto premiums will automatically revert to reflect the kilometres you typically drive.
    If you are a current Intact Insurance customer experiencing financial hardship as a result of the COVID-19 pandemic, please contact your insurance broker to discuss other financial relief measures.

6. What do I need to do if I want to park and store my car to save on my personal auto premium?

  • You must contact your broker to make this change. By making this arrangement, you agree to not drive your car. Before you start driving your car again, you must contact your broker to update your policy.
    If you are not driving at all, you can opt to safely park and store your vehicle temporarily. We will reflect this in a premium reduction of 75% per month, on average, and for as long as your vehicle is not being used.
    Even though your car is safely parked and stored, you still need to be insured against theft and vandalism. During this time, it is important to ensure that your vehicle is safe from harm while in storage.

7. I just got my renewal and my premium went up. Can you adjust my premium in light of the current crisis?

  • If you recently received a renewal notice with a premium increase, you can contact your broker to discuss your individual situation and circumstances further.

8. If I have my Drive will it automatically reflect savings?

  • Yes. If you are a participant in our my Drive program and you are driving less because of COVID-19, savings will be reflected at your next update.
    One of the advantages of usage-based insurance is the ability to keep track of, and reflect, your driving record and behaviours.

9. I have been laid off and might consider doing deliveries for work. Do I need to change my policy?

  • If you are an existing customer whose livelihood has been directly impacted by COVID-19, we will provide flexibility for those who are using their cars during the crisis for different purposes like making deliveries.

10. I am providing temporary childcare services for parents who are considered an essential service. Do I need to change my policy?

  • We are also providing flexibility for those who are using their homes during the crisis for different purposes like running a business from home.
    For example, if you are an existing customer who will be temporarily providing childcare or babysitting services to a reasonable number of children in order to assist families impacted by COVID-19, during the immediate crisis period we will extend coverage to this exposure at no charge.

Services

11. Are you still open?

  • Yes. We are focused on the well-being and safety of employees, while remaining open for business during the COVID-19 crisis. About 98% of our employees are now working from home and we want to reassure you that they are mobilized to continue to support customers and brokers.
    At this time, we will not be accepting walk-ins and we encourage customers to give us a call or to log into Client Centre.
    We will continue to update this page with any new information

Safety measures

12. How are you protecting customers and employees?

  • We will take every step necessary to protect employees, customers and brokers while ensuring that we remain open for business.
    The decisions we are taking will continue to be guided by public health authorities in Canada and the United States.
    About 98% of our employees in Canada and the United States are now working from home.
    We have strong precautions in place to ensure the safety of the small number of individuals who are still in the office to issue claim payments and policy renewals, as well as at our auto service centres to assist customers who have been in an accident.
    We have a dedicated team monitoring this rapidly changing situation closely and will continue to update our response as necessary.

13. Where can I find up to date information on COVID-19?

  • Our business continues to operate with additional precautions. If there are any changes, we’ll tell you about it here.
    For the latest information on the COVID-19 pandemic in Canada, visit the dedicated Health Canada website and in the United States, visit the dedicated CDC website.

Claims

14. What should I do if I get into an accident and need to file a claim?

  • Our claims teams are mobilized and ready to help you 24 hours a day, 7 days a week. 
    To ensure the most efficient service, we would like to remind you that the most effective ways to report a claim are via the Client Centre, the Intact Insurance mobile app or over the phone.  You can open a new auto claim and track auto and property claims online in real time, using the Intact Insurance mobile app.
    You can also call our claims team at: 1-866-464-2424.
    Each claim is unique. Please follow the policy’s directions for submitting a claim and our claims team will provide the necessary support to guide you through the process.
    If you already have a claim underway, the progress of your claim can be tracked anytime, anywhere through our app or Client Centre.

Online Services

15. What documents can I find in the online Client Centre and the mobile App?

  • We are committed to offering seamless, on-demand access to your policy documents, electronic proof of auto insurance, claims and account information.
    Given the possibility that mail services could be disrupted, we strongly encourage you to sign up with Client Centre or the mobile app to ensure there is no disruption in accessing your documents.
    Managing your insurance anytime, anywhere
    Client Centre provides you with easy, secure, online access to all your policy documents, billing statements and claims information, whenever or wherever you need it, from any device.

Communities

16. This is a difficult time for communities – what is Intact doing?

  • At Intact, our commitment to helping people goes beyond our promise to provide an outstanding customer experience.
    In addition to focusing on the well-being of our employees and customers, we are committed to helping our communities be resilient during this challenging time.
    This includes providing more than $2 million to target the immediate needs of individuals and families who are most vulnerable to the social, health and economic effects of this pandemic, including a CAD$500,000 donation to the Breakfast Clubs of Canada.
    We are also making a commitment of US$500,000 to Feed America and local charities in 22 communities across the United States where we do business.

Message from our CEO

These are unprecedented and challenging times for people, businesses and communities in Canada, the United States and the rest of the world.

Dealing with the COVID-19 pandemic is our number one priority. We are working around the clock to remain as responsive as possible. Our focus is on the well-being of our employees and to be there for you -- our customers and brokers -- when you need us.

Insurance is an essential service. We play an important role, along with our broker and supply chain partners, in helping to protect people and businesses from the impacts of accidents, natural disasters and catastrophes. Beyond that, our services enable the delivery and trade of essential goods – including to grocery stores, pharmacies and healthcare providers.

The decisions we are making will continue to be guided by public health authorities in Canada and the United States.

More than 98% of our employees across North America are now working from home and we have a strong business continuity plan in place. We will take every step necessary to protect employees, customers and brokers, while ensuring that we remain open for business.

We are continuously reviewing the impact of the pandemic and we will take a problem-solving approach as we work through new situations and deal with the questions that may come our way.

We are working around the clock to support people and businesses facing financial challenges as a result of the pandemic. That is why we moved quickly to provide flexible relief measures, including waiving of missed payment fees, payment deferrals and premium adjustments. We are focused on those who are ill, elderly and those who have experienced job loss due to the impacts of COVID-19 as well as customers driving less. A number of relief measures are in place and we are working with customers and brokers on a case-by-case basis to help.

We have also committed more than $2 million to target the immediate needs of individuals and families who are most vulnerable to the social, health and economic effects of this pandemic and to ensure that resources are available to those in need.

Finally, we want to ensure the health and well-being of our employees. We are communicating regularly and keeping them apprised of the actions we are taking in response to the pandemic. I am grateful to all our employees who have shown tremendous dedication and flexibility during this unprecedented time.

While the financial markets are extremely volatile right now, our operations and capital position are strong. We are well-positioned to continue to serve our customers and brokers and support communities through this stressful period.

This is a difficult time for all but serves as a reminder of why Intact exists – to help people.

I am confident we will get through this by working together with our communities, and with governments and public health authorities.

We value these relationships and we are here to help. If you have any questions, please do not hesitate to reach out through one of the channels included below.

 

Charles Brindamour
Chief Executive Officer
Intact Financial Corporation


We’re here to help.

We believe insurance is about people. We’re committed to our purpose to help our customers, employees and communities be resilient in challenging times. While we are taking precautions to ensure the safety of our employees, we continue to be here for you when you need us. We provide convenient 24/7 online tools that are available to you anytime, anywhere.

Easily submit a claim online through your Client Centre or by using our mobile app

Download the belairdirect app

Google Play

App Store

24/7 Claims Hotline:

Quebec: 1 877 2709124

Other provinces: 1 877 228 2656

Easily submit a claim online through your Client Center or by using our mobile app

Download the Intact Insurance app

Google Play

App Store

24/7 Claims Hotline: 1 866 464 2424

For inquiries, contact your local branch.

After hours inquiries:

ON: 1-855-451-8748

AB: 1-866-724-2372

NS, NB, PE, NL: 1-833-536-0732

Easily submit a claim online or by using our mobile app

Download the OneBeacon app

Google Play

App Store

24/7 Claims Hotline: 877 248 3455

Email: claims@onebeacon.com

Business hours inquiries: 1 800 265 4000

After hours inquiries: 1 866 287 4971

Email: mail.claims@frankcowan.com

Client Centre provides you with easy, secure, online access to all your policy documents, billing statements and claims information, whenever or wherever you need it, from any device. You can:

  • Have 24/7 access to all of your policy documents to view, download or print
  • Follow the status of your claim real time with a simple, step-by-step timeline
  • Find contact information to get in touch with us