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Working together to deal with COVID-19

Updated April 3, 2020

A word from our CEO
We are facing significant challenges and it is a difficult time for communities in Canada, the United States and the rest of the world.

Dealing with the COVID-19 pandemic is now 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.

The decisions we are taking will continue to be guided by public health authorities in Canada and the United States. However, our perspective is that it is better to be extra cautious and vigilant during these times.

We are committed to sharing as much information as possible with employees, customers and brokers in the days and weeks ahead.

We have many employees who are now working from home and we have a strong business continuity plan in place. We will take every step necessary to protect employees and customers while ensuring that our business remains operational.

We are 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. 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 can assure you that the entire Intact team has been working very hard. 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
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. We provide convenient 24/7 online tools that are available to you anytime, anywhere.

Availability of our teams

Virtually all of our employees are now working from home and we want to reassure you that they are mobilized to continue to support customers.

At this time, we will not be accepting walk-ins. 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 Client Centre, the belairdirect app or over the phone. 1 877 270.91241 877 270.9124.

Flexible payment options

We are focused on supporting individuals who have been significantly impacted by COVID-19; including people who are ill, elderly or who have experienced job loss.

This support includes the following:

  • Solutions for customers on a case by case basis including flexible payment options and waiving of NSF and reinstatement fees
  • Adjusting premiums for people who are using their cars less; and providing flexibility for those who are using their cars and homes for different purposes
  • Providing premium relief on a case by case basis to recognize changing circumstances for customers.

We will work with you to find a solution. Contact us at .

Helping our communities

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. 

Along with our parent company Intact Financial Corporation, we provided 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, and a commitment of US$500,000 to Feed America and local charities in 22 communities across the United States where we do business.

Keep up to date

Our business continues to operate with additional precautions. If there are any changes, we'll tell you about it here.

Frequently Asked Questions

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.

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.

We will take every step necessary to protect employees and customers 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.

We understand this is a difficult time for individuals, families and businesses. Our priority is to be there for customers when they need us.

As the situation with COVID-19 continues to evolve, we are moving quickly to support customers and taking a problem-solving approach as we work through these situations on a case by case basis.

We are focused on supporting individuals who have been significantly impacted by COVID-19; including people who are ill, elderly or who have experienced job loss.

We are encouraging customers who are experiencing financial hardships to contact us at to discuss the following relief measures:

  • Waiving of missed payment fees
  • Payment deferrals
  • Premium adjustments for those who are ill or have lost their jobs to reflect changes in personal and commercial automobile usage including temporary kilometre reductions and temporary storage of vehicles
  • Providing flexibility for those who are using their cars and homes during the crisis for different purposes like making deliveries and running a business from home
  • 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

These measures will be in place until the end of April and will be reviewed on an ongoing basis.

We understand this is a difficult time for individuals, families and businesses. Our priority is to be there for you in this time of uncertainty.

If you are a current belairdirect customer experiencing financial hardship as a result of the COVID-19 pandemic, we will work with you to find a solution.

This could include providing flexible measures such as waiving of missed payment fees or payment deferrals or offering suggestions for a premium adjustment to reflect your current circumstances.

You can call us at to discuss options for financial relief.

Given the situation, we understand you might be driving your car less.

We encourage you to update your driving information to reflect your new situation; it will be reflected on your premium. While there are a number of factors that can impact premiums, adjusting the kilometres driven (commute to work, kilometres driven, etc.) may help decrease your premium.

If you are looking to store your vehicle and not use it for the duration of this crisis, we will reflect this in a premium adjustment.

While the use of your car has changed, you still need to be insured against theft and vandalism. During this time, it is also important to ensure that your vehicle is safe from harm while in storage.

You can easily modify your policy yourself to reflect these changes online through your Client Centre, on our website or mobile app.

You can also call us at and an agent will be happy to assist you.

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

Yes. If you are a participant in our automerit 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.

Learn more about automerit.

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.

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.

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 Client Centre, the belairdirect app or over the phone. You can open a new auto claim and track auto and property claims online in real time, using the Claims tab in Client Centre. You can also call our claims team at: 1 877 270.91241 877 270.9124.

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.

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.

At belairdirect, 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.

Along with our parent company Intact Financial Corporation, we provided 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, and a commitment of US$500,000 to Feed America and local charities in 22 communities across the United States where we do business.

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