Working together to deal with COVID-19
We believe that insurance is about people. 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 million personal and business customers through our flexible payment options and premium adjustment measures, resulting in more than $350M in relief.
We recognize that some individuals may continue to require financial relief. We encourage those who have concerns or questions to contact their broker.
We are here to help.
Frequently Asked Questions
Financial relief measures and premium adjustments
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 are focused on supporting individuals and businesses who have been significantly impacted by COVID-19; including people who are ill, elderly or who have experienced job loss.
Please contact your insurance broker to discuss options for financial relief.
I filled a form and benefited from the personal auto premium reduction. What happens after the 90-day reduction?
If you filled out the webform on or before July 31, then your 90-day premium reduction remains effective as of the date your request was processed . After the 90-day period, your auto premium will automatically revert to the kilometres you typically drive.
I renewed my policy on or before July 31 and am currently receiving a personal auto premium reduction. How long will this reduction be in effect?
If you submitted a premium adjustment request 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 I have my Drive will it impact my premium?
Yes, provided that you meet the program’s enrolment criteria. Our my Drive program uses sensors aboard your smartphone to evaluate your driving be 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.
Prior to July 31, I stored my car and received a premium reduction. Can my car remain in storage and will I continue to receive this reduction moving forward?
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 advise your broker that you’re removing it from storage before taking it to the road as coverage is limited otherwise.
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.
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 need changes to your policy.
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.
What is Intact doing to help small businesses most affected by mandated shutdowns and public health restrictions due to wave two of COVID-19?
Intact is providing $50 million of immediate relief to more than 100,000 to 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 will be sending these small business customers a cheque equivalent to 20% of their annual premium.
How do I know if I will receive a cheque or not?
If you haven’t received a cheque by December 1, and are not sure if you are eligible, please contact your broker.
What other support is available for business customers?
The Intact Small Business Relief Program is in addition to the ongoing support available since March. 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’ve closed 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.
Are you still open?
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
How are you protecting customers and employees?
We will take every step necessary to protect employees, customers and brokers 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.
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.
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.
What should I do if I get into an accident and need to file a claim?
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 the Client Centre, the Intact Insurance 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 Intact Insurance mobile app.
You can also call our claims team at: 1-866-464-2424.
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.
Download the Intact Insurance app
What documents can I find in the online Client Centre and the mobile App?
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.
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.
This is a difficult time for communities – what is Intact doing?
At Intact, 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.
IFC is also providing 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, 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.
Message 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 commited 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 commited 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.
Chief Executive Officer
Intact Financial Corporation