+

Working together to deal with COVID-19

Updated April 14, 2020

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.

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 -- when you need us.

Insurance is an essential service. We play an important role, along with our 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 taking 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 business partners, 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 and working with customers on a case by case basis to help. We are focused on the most vulnerable – those who are ill, elderly and those who have experienced job loss due to the impacts of COVID-19. 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 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

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.

15% premium reduction on average for three months

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

If your number of kilometres driven has decreased, we can reduce your auto insurance premium for three months. The fastest and easiest way to request the change is by filling out all fields in our simple online form.

Please note that the last day to request this change is 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 the Client Centre. Rest assured that the premium reduction will apply for three months.

Payment relief and premium adjustment measures

Since the beginning of the crisis, we have been taking a problem-solving approach with our clients to determine the support measures that best meet their needs.

The following measures will be in place up until and including June 30, 2020:

  • Waiving of missed payment fees
  • Flexible payment options including payment deferrals
  • 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

Contact us at to discuss options for financial relief.

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


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.

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 us at  to discuss options for financial relief.  We are here to help.

Personal driving habits have changed for many customers. We are providing two ways to save on auto insurance premiums:

  • Premium reduction of 15%, on average, for three months when customers update their personal driving habits 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 until they start driving it again.By making this arrangement, you agree not to drive your car. To make this change, please call us at .

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

Since the beginning of the crisis, we have been taking a problem-solving approach with our clients 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 vehicles
  • Waiving of missed payment fees
  • Flexible payment options including payment deferrals
  • 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

Customers can update their personal driving habits by 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 the Client Centre. Rest assured that the premium reduction will apply for three months.

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

After three months, your auto insurance premiums will automatically revert to reflect the kilometres you typically drive.

Please contact us at to make this change. By making this arrangement, you agree not to drive your car. Before you start driving your car again, you must contact us 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.

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.



Services

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 our 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.



Safety measures

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

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.

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 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 1 877 270.9124.

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. /p>

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

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 on our website 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.

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 $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 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.

Back to top