Working together to deal with COVID-19

Updated March 18, 2021

Important update

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 1.2 million customers through our flexible payment options and premium adjustment measures, resulting in $530M in relief.

As the pandemic evolves, we recognize that some people may continue to require financial relief. We are providing additional support to customers with our new auto relief.

We are here to help.

A word from our CEO

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, we have been focused on supporting our employees and being there for customers. From the beginning of the crisis and over the course of the year, we have 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 resilient operations have enabled us to continue being there for our customers 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.

Charles Brindamour
Charles Brindamour
Chief Executive Officer
Intact Financial Corporation

New auto relief measures available

As the COVID-19 pandemic continues to impact Canadians and the latest wave has been even more challenging, we are offering new customer relief measures. Driving habits are still changing, and we recognize that Canadians continue to make significant sacrifices - in particular, essential workers on the front lines of fighting the pandemic.

We will offer immediate support to recognize customers’ financial hardship, changing driving habits or those who are essential workers.

belairdirect personal auto customers can request relief equivalent to one month of their car insurance.

To make it easier and quicker for customers to receive relief, Interac e-Transfer payments are available.

To request relief, belairdirect auto customers can simply visit their Client Centre to apply.

To request relief, customers can fill out this form to apply

Changing driving habits

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.

In addition to automerit, belairdirect customers can visit their Client Centre to request additional relief. Personal auto customers may be eligible to be reimbursed equivalent to one month of car insurance before tax.

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 and for many years to come.

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 includes $500,000 to support critical research underway with CHU Sainte-Justine and partner hospitals to develop and test a treatment for 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 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.

To request the new auto insurance relief, belairdirect customers can simply visit their Client Centre to apply.

For other questions, please contact 1 888 280.8549 1 888 270.9732 1 844 757.2925 1 866 473.9659 to speak with an agent.

We want to provide relief quickly and easily. o request auto insurance relief, belairdirect customers can simply visit their Client Centre to apply. If you’re using the belairdirect app, make sure it’s updated with the latest version in order to access the relief request.

Eligible customers will receive relief via secure Interac e-Transfer within 14 days.

belairdirect personal auto customers can request relief equivalent to one month of their car insurance.

We understand that driving habits have significantly changed during the pandemic. If your driving habits have changed, or you are commuting for essential reasons only, you can request financial relief on your car insurance premium.

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 type of toy vehicles. Your policy must have been active prior to February 28, 2021.

We know that the latest wave has been particularly challenging for Canadians and our customers.  This process allows us to identify 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 auto customers to receive relief, Interac e-Transfer payments will be issued.

belairdirect personal auto customers can request relief equivalent to one month of their car insurance before tax or a minimum of $25.

To make it easier and quicker for auto customers to receive relief, Interac e-Transfer payments will be issued.

Log into Client Centre to request relief to reflect changing driving habits.

If you have more than one car insured with us, you only need to submit this request once. We will determine the amount of your reimbursement based on your insurance policy.

The current request relief option in your Client Centre is geared towards auto insurance customers with changes to driving habits. However, belairdirect 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, enjoy free access to online mental health and well-being programs through LifeSpeak.

Once you have submitted an application in your Client Centre, 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 ma y 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 type of toy vehicles.

click to enlarge steps image

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

In a few simple steps, you can sign up for Client Centre. Visit this page for more guidance.

If you are already registered, but are having trouble signing into Client Centre, please visit this page for answers.

Please give us a call at 1 888 280.8549 1 888 270.9732 1 844 757.2925 1 866 473.9659.

Please give us a call at 1 888 280.8549 1 888 270.9732 1 844 757.2925 1 866 473.9659 and we will have a cheque sent to you.

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 plan on using, or have been and wish to keep using, your car for food delivery purposes, please contact us at 1 888 280.8549 1 888 270.9732 1 844 757.2925 1 866 473.9659 1&bsp;866&bsp;473.9676 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.

Please give us a call at 1 888 280.8549 1 888 270.9732 1 844 757.2925 1 866 473.9659.



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 are not 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 are taking every step necessary to protect employees and customers while ensuring that we continue to remain open for business. 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 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

belairdirect and its affiliates in the Intact Financial Corporation group of companies is committed to protecting your privacy. belairdirect will never ask you to disclose personal or confidential information such as your insurance policy number, login credentials, passwords or PINs over email.

Visit our fraud prevention page to learn more about our privacy promise and how to protect yourself from scams and fraud.



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 1 877 270.9124 1 877 228.2656.

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

Aside from those who must work onsite, 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 and for many years to come.

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 includes $500,000 to support critical research underway with CHU Sainte-Justine and partner hospitals to develop and test a treatment for COVID-19

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 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.

To request the new auto insurance relief, belairdirect customers can complete this form to apply.

We want to provide relief quickly and easily. To request relief, belairdirect personal car insurance customers can fill out this form.

belairdirect personal auto customers can request relief equivalent to one month of their car insurance.

We know that the latest wave has been particularly challenging for Canadians and our customers.  This process allows us to identify those who need it most.

Our priority is to ensure customers can request relief in a simple and secure way.

We understand that driving habits have significantly changed during the pandemic. If your driving habits have changed, or you are commuting for essential reasons only, you can request financial relief on your car insurance premium.

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 type of toy vehicles. Your policy must have been active prior to February 28, 2021.

If you have more than one car insured with us, you only need to submit this request once. We will determine the amount of your reimbursement based on your insurance policy.

belairdirect personal auto customers can request relief equivalent to one month of their car insurance before tax or a minimum of $25.

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

The current request relief option is geared towards auto insurance customers with changes to driving habits. However, belairdirect 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.

If you plan on using, or have been and wish to keep using, your car for food delivery purposes, please contact us at 1 866 473.9676 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.

Once your request is approved and you receive a confirmation email, you will receive a cheque by mail within 60 days. This is a one-time payment, and the price of your insurance will not change.



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 are not accepting walk-ins and we encourage customers to give us a call.

We will continue to update this page with any new information



Safety measures

We are taking every step necessary to protect employees and customers while ensuring that we continue to remain open for business. 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 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.

belairdirect and its affiliates in the Intact Financial Corporation group of companies is committed to protecting your privacy. belairdirect will never ask you to disclose personal or confidential information such as your insurance policy number, login credentials, passwords or PINs over email.

Visit our fraud prevention page to learn more about our privacy promise and how to protect yourself from scams and fraud.



Claims

Our claims teams are mobilized and ready to help you 24 hours a day, 7 days a week.

You can also call our claims team at 1 877 228.2656.

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.



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 and for many years to come.

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 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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