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Working together to deal with COVID-19

Updated August 1, 2020

We believe that insurance is about people. Our priority is to be there for our clients whenever they need us.

Since the onset of the COVID-19 pandemic, we have helped more than 1 million personal and business customers through our flexible payment options and premium adjustment measures, resulting in more than $350M in relief.

As businesses reopen, we recognize that some people may continue to require financial relief. If you have concerns or questions about your situation, contact us at to discuss options that best meet your needs.

We are here to help.

A word 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.

We continue to work around the clock to remain as responsive as possible to those impacted by COVID-19. 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.

We have taken and will continue to take every step necessary to protect employees, customers and brokers, while ensuring that we remain open for business.

We are committed to supporting 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.

In fact, since the onset of the COVID-19 pandemic, we have helped more than 1 million personal and business customers through our flexible payment options and premium adjustment measures, resulting in more than $350M in relief.

We have also committed more than $4 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.

As businesses reopen, we recognize that some individuals may continue to require financial relief and we are working with customers and brokers on a case-by-case basis to help. We encourage those with concerns to contact their broker to discuss options that best meet their needs.

Finally, we are committed to 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 challenging time.

While the financial markets remain volatile, 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
Charles Brindamour
Chief Executive Officer
Intact Financial Corporation

If you are still driving less because of Covid-19, join our automerit program

We recognize that personal driving habits have changed for many customers since the beginning of the pandemic.

Available through the belairdirect app, our automerit program uses sensors aboard your smartphone to evaluate your driving behaviours and provide you with a personalized premium. You also get a 10% enrolment discount simply for signing up for the program.

If you are actively enrolled in our automerit program and you are driving less because of COVID-19, adjustments will be reflected at your next premium update.

Removing your vehicle from storage

With COVID-19 restrictions lifting in regions across the country, we know you may be ready to drive your vehicle again soon. Remember, you must remove it from storage before taking to the road as coverage is limited otherwise.

You can remove your vehicle from storage online. All you need to do is log in to the Client Centre and click on ‘Manage storage’. Then, select the vehicle, the date it will be out of storage, the annual kilometres and you’re done!

After your request is submitted, we will contact to confirm the change and your new premium.

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 $4 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.

In addition, this includes $500,000 to support critical research underway to develop and test a treatment using the antibodies of people who have recovered from COVID-19.

Frequently Asked Questions


Financial relief measures and premium adjustments

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

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.

Please contact us at to discuss options for financial relief.

If you asked for personal auto premium reduction over the phone or through our web form on or before July 31, then your 90-day premium reduction remains effective as of the date your request was processed. After that period, your auto premium will automatically revert to reflect your regular driving habits, as previously stated on your file. We invite you to refer to your billing statement, available in Client Center, where you can view this in detail. No action is required on your part.

You can sign up for Client Centre or download our mobile app to access your policy documents and account information anytime.

If you submitted a premium adjustment request over the phone or through our web form on or before July 31, it is valid as of the date your request was processed for a period of 90 days. After that period, your auto premium will automatically revert to reflect your regular driving habits.

If your policy renewal effective date overlaps with the 90-day period, you will continue to benefit from that adjustment for part of your new term. After the 90 days, your auto premium will automatically revert to reflect your regular driving habits, as previously stated on your file. We invite you to refer to your billing statement in Client Centre where you can view this in detail.

Yes, provided that you meet the program’s enrolment criteria. If you are actively enrolled in our automerit program 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.

If you continue to keep your car in storage, you will continue to receive a premium reduction of 75% per month, on average, and for as long as the vehicle is not being used.

Remember, you must remove it from storage before taking to the road as coverage is limited otherwise.

You can remove your vehicle from storage online. All you need to do is log in to the Client Centre and click on ‘Manage storage’. Then, select the vehicle, the date it will be out of storage, the annual kilometres and you’re done!

After your request is submitted, we will contact to confirm the change and your new premium.

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



Services

Yes. We are focused on the well-being and safety of employees, while remaining open for business during the COVID-19 crisis.

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

We will take every step necessary to protect employees and customers while ensuring that we remain open for business. We have strong precautions in place to ensure the safety of the 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 rapidly changing situation closely and will continue to update our response as necessary.

Our decisions will continue to be guided by public health authorities in Canada

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



Claims

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 mobile app or over the phone. You can submit a new auto claim and track auto and property claims online in real time, using the belairdirect app or 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.

Digital claims services
Visit the Claims section to learn how to submit or track a claim, share photos and documents or contact your claims representative.



Online Services

As businesses gradually reopen, the vast majority of our workforce continues to work remotely. As such, we strongly encourage customers who are not yet registered on Client Centre to register and select paperless to ensure they continue to receive their documents electronically through our secure platform in a timely manner.

We are committed to offering seamless, on-demand access to your policy documents, electronic proof of auto insurance, claims and account information. The easiest way to consult your policy documents, electronic proof of auto insurance, claims and account information is to sign up with Client Centre on our website or the mobile app.

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.

Log in or create a Client Centre account



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 $4 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 Breakfast Club of Canada’s Emergency Club Fund and a commitment of US$500,000 to Feed America and local charities in 22 communities across the United States where we do business. This also includes $500,000 to support critical research underway with CHU Sainte-Justine and partner hospitals to develop and test a treatment for COVID-19.

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