COVID-19: New financial relief measures and how we are helping

Important Update

We believe that insurance is about people, not things. Our priority is to be there for customers and brokers when they need us.

Since the onset of the COVID-19 pandemic, we have helped more than 1.2 million personal and business customers through our flexible payment options and premium adjustment measures, resulting in $530M in relief.

We recognize that the second wave of the pandemic has been even more challenging and we are providing additional relief to support customers and society.

If you have concerns or questions about your situation, please contact your broker.

We are here to help.

New Relief Measures Available

As COVID-19 continues to impact Canadians, Intact is committed to helping customers affected by the evolving pandemic. If you’re a personal auto customer in need whose driving habits have changed, including commuting for essential reasons, you may request relief equivalent to one month of your auto premium.

To request relief, log in to your Client Centre or contact your broker.

Request relief

Frequently Asked Questions

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 recognize that every customer’s situation is unique and may continue to change during the crisis. That is why we continue to target relief to customers based on need, changing driving habits and/or those who are commuting for essential reasons.
    Please contact your insurance broker to discuss options for financial relief.

2. I am a Novex customer. Am I eligible for relief?

  • Relief is available to all customers in the Intact family of brands who are eligible. If you’re a Novex customer, please visit our dedicated Novex COVID-19 page at intact.ca/novex. Your policy must have been active prior to February 28, 2021.

3. I am an Intact Prestige customer. Am I eligible for relief?

  • Relief is available to all customers in the Intact family of brands who are eligible. If you’re an Intact Prestige customer, please visit our dedicated Intact Prestige COVID-19 page at intactprestige.com/covid19. Your policy must have been active prior to February 28, 2021.

4. I am a customer of The Guarantee. Am I eligible for relief?

  • Relief is available to all customers in the Intact family of brands who are eligible. If you’re a customer of The Guarantee, please contact your broker. Your policy must have been active prior to February 28, 2021.

5. I am an Intact business customer. Am I eligible for relief?

  • Relief is available to all customers in the Intact family of brands who are eligible. If you’re an Intact Insurance business customer with a private passenger vehicle on your policy or if your personal policy is in a company name, please contact your broker. Your policy must have been active prior to February 28, 2021.

6. How can I request to receive the new customer relief measures?

  • We want to provide relief quickly and easily. To request relief, Intact Insurance customers can simply visit Client Centre or contact their broker. Eligible Client Centre applicants will receive relief via secure Interac e-transfer within 14 days. Your policy must have been active prior to February 28, 2021. Customers who ask for assistance via a broker will receive a cheque within 60 days.

7. Why do I have to apply for relief?

  • We know that the latest wave has been particularly challenging for Canadians and customers. This process allows us to direct relief those who need it most. Our priority is to ensure customers can request relief in a simple and secure way. To make it easier and quicker for customers to receive relief, Interac e-Transfer payments will be issued.

8. What is the timeframe to apply for the new relief?

  • Between March 18 and May 31, Intact Insurance customers can request relief equivalent to one month of their auto premium.

9. I submitted an application to receive customer relief, how do I know if it has been approved?

  • Once you have submitted an application in your Client Center, you will receive a confirmation email. Following that email, you will receive an email with a security question for your payment. You will then receive an Interac e-Transfer email with instructions on how to deposit the payment into your bank account. Follow the instructions to log into your bank account and enter the security answer. If you have automated deposit set up with your bank, then there is no action required. The e-Transfer notice may take up to 14 business days to receive.
    If eligible: You will receive a confirmation email - You only need to submit this request once – the request will apply to all eligible vehicles on the policy.
    Non-eligible status may be deemed if your driving habits have not changed, your vehicle is currently in storage or for motorcycles or other motorized types of vehicles.

10. How much relief can I expect?

  • Personal auto customers can request relief equivalent to one month of auto premium before tax. The minimum amount of relief for each eligible vehicle is $25.
    To make it easier and quicker for customers to receive relief, Interac e-Transfer payments will be issued.
    Log into Client Center to request relief to reflect your changing driving habits or contact your broker.

11. I have home insurance with Intact Insurance. Can I request relief?

  • The current relief option in your Client Centre is geared towards auto insurance customers with changes to driving habits. However, Intact Insurance customers working from home can access increased liability and home coverage, add identity theft coverage and cyber protection to their home policy at a discount, and for a limited time, access online mental health and well-being programs through LifeSpeak for free.

12. How do I sign up for the Client Centre

  • You can sign up for Client Centre here in a few simple steps.

13. Where do I apply for relief in Client Centre?

  • Upon logging into Client Centre there will be a pop-up about client relief. If you do not see the pop-up, please use another browser. IE is not a supported browser.

14. How will the information in my webform application be used?

  • Customer data collected through the webform is for the relief requests only and will not be used for future communications.

15. I’m having trouble signing in or creating an account in Client Centre. Where can I go for help?

  • If you are having trouble signing in or creating an account in Client Centre, please call us at

    1-844-574-7981

16. I have lost the security answer you sent me for my electronic funds transfer. What should I do?

17. I did not receive the electronic funds transfer. What should I do?

18. I cannot receive Interact e-Transfer payments - what can I do?

  • Please contact your broker and they will have a cheque sent to you.

19. I am driving less as a result of COVID-19. Am I eligible for a premium reduction?

  • If you are driving less, please contact your broker to ensure your coverage reflects your driving habits. You can also consider enrolling in Intact Insurance’s my Drive program.

20. How can my Drive give me more control over my auto insurance premium?

  • Provided that you meet the program’s enrolment criteria, my Drive offer customers personalized feedback and tips to help improve safe driving and the opportunity to earn up to 25% off auto insurance premium. Customers also receive a 10% discount just for signing up. Our my Drive program uses sensors on your smartphone to evaluate your driving behaviours and provide you with a personalized premium. If you are actively enrolled in my Drive, and you are driving less because of COVID-19, adjustments will be reflected at your next premium update.
    One of the advantages of usage-based insurance is the ability to keep track of, and reflect, your driving record and behaviours.

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

  • If you plan on using, or have been and wish to keep using, your car for food delivery purposes, please contact your broker to discuss and obtain the appropriate coverage, as you may require changes to your policy.

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

  • We are 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 the maximum number of children established by the provincial guidelines in order to assist families impacted by COVID-19, during the immediate crisis period we are temporarily extending coverage to this exposure at no charge.

23. What is Intact doing to help small businesses most affected by mandated shutdowns and public health restrictions due to wave two of COVID-19?

  • We recognize that COVID-19 has impacted every business differently. That is why Intact is providing $50 million of immediate relief to more than 100,000 small business customers through its Small Business Relief Program.
    Intact carefully considered the types of small businesses most affected by mandated shutdowns and public health restrictions due to the second wave of the COVID-19 pandemic and provided these small business customers a cheque equivalent to 20% of their annual premium.

24. How do I know if I will receive a cheque for my small business or not?

  • If you did not receive a cheque by mail and are not sure if you are eligible, please contact your broker.

25. What other support is available for business customers?

  • The Intact Small Business Relief Program is in addition to the ongoing support available since March 2020. Even if customers have not yet reached out, with one call to their broker, impacted customers can access support now – even before their policy comes up for renewal.
    Small and medium-sized business customers who have had to close due to mandated shutdowns or have been severely impacted by reduced payrolls or revenues can contact their broker to request immediate payment flexibility options and premium adjustments.

Safety measures

26. How are you protecting customers and employees?

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

27. 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.

Communities

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

  • Our commitment to helping customers extends beyond our promise to provide second-to-none customer experiences. At Intact, our purpose is to help people, businesses and society prosper in good times and be resilient in bad times.
    Since the start of the pandemic, we’ve responded to our customers and society’s needs, providing more than $4 million in 2020 to target the immediate needs of individuals and families who are most vulnerable to the social, health and economic effects of this pandemic. This included a CAD$500,000 donation to Breakfast Club of Canada’s Emergency Club Fund; and, US$500,000 to Feed America and local charities in 22 communities across the United States where we do business. This also included $500,000 to support critical research underway with CHU Sainte-Justine and partner hospitals to develop and test a treatment for COVID-19.

Message from our CEO

At Intact, our purpose is clear – to help people, businesses and society prosper in good times and be resilient in bad times. While we are optimistic of a recovery, these continue to be challenging times in Canada, the United States and around the world.

Throughout the pandemic, Intact Financial Corporation, and our brands, have been focused on supporting our employees and being there for customers and brokers. From the beginning of the crisis and over the course of the year, Intact provided $530 million in relief that has helped more than 1.2 million customers across the country. This includes $50 million of relief to more than 100,000 of our small business customers through the Intact Small Business Relief Program.

The past year has tested the resilience of individuals and society. The latest wave has been even more challenging. That is why we are providing additional relief to support customers in need whose driving habits have changed during the pandemic, including those commuting for essential reasons. This new support is on top of - and intended to complement – existing and ongoing measures such as rate relief and promotion of usage-based insurance.

Our team of engaged employees combined with our solid financial performance and resilient operations have enabled us to continue being there for our customers, brokers and communities throughout this difficult period. I am confident that working together we will continue to play an important and impactful role in helping customers and society to build back stronger from the crisis.

We value the relationships we have with all our stakeholders. If you have any questions, please do not hesitate to reach out through one of the channels below.

 

Charles Brindamour signature

Charles Brindamour
Chief Executive Officer
Intact Financial Corporation


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