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Claims Process


Claims Process

If someone is injured in a collision, call police immediately so they can prepare an accident report. Your insurer’s appraiser will assess the damage to your vehicle and the cost for repairs.


If no one is injured, the other driver and you can complete a joint report and contact your insurers to start the settlement process.

Making a Claim

Your insurer will indemnify you within 60 days following receipt of your request and the supporting documents. For a timely settlement, ensure you have all of the relevant documents when you contact your insurer.

Claim Tips

  1. If your vehicle is damaged but repairable, your insurer may suggest that repairs be carried out by one of the insurance company’s preferred service centres. Ultimately the choice is yours, but your insurer will need to confirm that the repair work is satisfactory. If you wish to select your own shop, first confirm the amount that your insurer has allocated for the repair. The insurer will not pay more than the appraiser’s quoted price.
  2. If the damage is major and the vehicle cannot be repaired so that it’s safe to drive, or the cost of repairs is high relative to the value of the vehicle before it was damaged, the insurer may write off the vehicle, negotiate a settlement with you and keep the salvage.

Your Automobile Appraiser

Your automobile appraiser is the insurance representative assigned to look after your claim and determine how much damage or loss is covered. The appraiser determines which repair technique is suitable while respecting the standards and procedures defined by Groupement des assureurs automobiles (GAA).

Bodily Injuries

If you have been injured, you can claim compensation through the Société de l’assurance automobile du Québec. Learn more about the compensation process on their website.

How to Document Your Auto Insurance Claim

It’s important to record collision details and share them with your insurer. If you or the other driver have a copy of the joint report, complete it together. If you don't have a copy, write the following information on a piece of paper:

  • How the collision happened and the time, date and location
  • The speed of your vehicle and the road conditions
  • Insurance information for both vehicles (e.g., driver’s licences, plate numbers, proofs of insurance, insurance companies and policy numbers) and the registration certificate numbers
  • Contact information (e.g., name, address, phone number) of drivers, passengers and witnesses

If safe to do so, take photos of the accident scene with your cellphone or sketch the scene. Note the positions of the vehicles.

Learn more about how you can prevent further loss after a collision.