How we’re supporting our clients in these challenging times


How we’re supporting our clients in these challenging times

We know Canadians have questions about how the pandemic may impact or change their insurance coverage, whether to their property, auto or business. There are some key areas we’re focusing on:

Payment Relief:

I am unable to make my regular payment due to the pandemic. What are my options?

We recognize that these are difficult times and our clients may need more time to pay their premiums due to the disruption of their daily lives. If you have encountered financial difficulty, we encourage you to call us to discuss flexible options that may be available to ease financial pressure, including deferring a payment, extending payment grace periods, and waiving NSF fees.

Auto Coverage:

Who qualifies for the Reduced Driving Refund?

The refund is available to all clients who register and have a personal vehicle or light commercial (including light farm) vehicle insured with The Co-operators. The 15% refund will be applied to the premium for the months of April and May 2020. Policies must have been active on May 31, 2020, to qualify.

Common examples of ineligible vehicles include motorcycles, ATVs and trailers.

I’ve returned to work. Do I still qualify for the refund?

Yes. You’re still eligible for the refund if you insure a private passenger or light commercial (including light farm) vehicle with us.

How do I register for the Reduced Driving Refund?

You can register through Online Services, by following these easy steps:

  • Log in to your Online Services account. Or register for Online Services now, if you don’t yet have an account.
  • Check the “Reduced Driving Refund” box and submit. Any Registered Owner of a vehicle on the policy can apply and the refund will apply to all eligible vehicles.
  • You’ll receive an email confirmation that you have registered for the refund. You will be contacted by email to confirm your eligibility and to inform you of when you can expect to receive your refund.
Why do I have to register using Online Services?

Online Services is a secure portal, allowing us to quickly confirm your identity and streamline the overall refund process (e.g. removing the need to call and repeat the client-authentication process).

Of course, there are many benefits to having an Online Services account, like helping you save time and making it easier to connect for all your insurance needs. You can:

  • Access your policy documents (including pink slips) – from anywhere, at any time.
  • Sign up for paperless document delivery and get email notifications when documents are posted to your account.
  • Submit claims when it’s most convenient for you and we will reach out to continue the process.
  • Make changes to your policy, like adding vehicles or changing coverage.
  • Pay online, using a credit card.
How much will my refund be and when will I get it?

We’re offering clients a 15% refund on their April and May Auto insurance premiums – applicable to personal vehicles and light commercial (including light farm) vehicles only. We originally committed to offering a minimum of 10% refund, however given our most recent review, we are able to provide a 15% refund to our clients.

The cut-off date to register for the Reduced Driving Refund is now October 31, 2020. We have begun issuing refunds. Regardless of when you apply during the April to October 31 registration period, your refund amount will not change.

Please note, there may be a delay between registration and refund processing, we thank you for your patience.

How will I get my refund?

We are in the process of issuing refunds. When your refund is processed, you will receive a confirmation email with additional refund details. You will receive your refund based on your current policy billing choice:

  • If you pay via automatic withdrawal from your bank account or credit card, the refund will be applied to your next payment.
  • If you receive an invoice and pay your policy premium upfront, you’ll receive a lump-sum payment. To receive your payment faster, you can sign up for direct deposit in Online Services. Otherwise, a cheque will be mailed to you.
If I change my coverage, will I still qualify for the Reduced Driving Refund?

Yes, the refund will still apply to your qualifying vehicles. Keep in mind that the refund applies to premiums due for the months of April and May; therefore, it will be a percentage of the amount that you paid during these two months and will reflect the decrease in premium.

I want to park or store my vehicle to reduce my auto insurance costs, will that reduce my premium?

Yes. If you want to park or store your vehicle and not use it, we can suspend select coverage to help reduce premiums, where possible.

I just received my renewal and my premium went up. What can you do to help me with the challenges I’m facing around COVID-19?

If you recently received a renewal notice with a premium increase, you can contact your advisor to discuss your individual situation further.

Will you provide coverage to restaurants that deliver food during the pandemic?

We know that, during this time, restaurants have been ordered to close dining rooms and are advised to open only for takeout and delivery. As a result, we encourage affected policy-holders who are delivering food for their restaurant to speak with their advisor for the coverage options available. This coverage would not apply if deliveries are made via third-party apps and services, like UberEats, Skip the Dishes and Instacart.

Can I use my own vehicle to deliver meals, groceries or prescription drugs during the pandemic?

If you’re volunteering or helping a neighbour by delivering takeout meals, groceries or prescriptions, your policy provides coverage for this. If you’re making food deliveries as the owner or employee of a restaurant, please contact us to review your coverage options.

Seasonal Properties:

What about my cottage or seasonal property that I can’t get to during the State of Emergency?

We’re looking for ways to provide extra support for our clients during this difficult time. We’ve made changes to help seasonal property owners facing travel or social distancing restrictions. Rest assured that your cottage or seasonal property is not vacant, but rather is considered unoccupied because you intend to return. We’ve removed some of the conditions that apply to coverage for freezing. If your cottage or seasonal property will be unoccupied for five or more consecutive days, you only need to make sure the heat remains on during the normal heating season or that your water is shut off and the pipes have been drained. It is not necessary to have someone check on your property daily.

Commercial Insurance:

I’m a business owner and my business has been impacted by COVID-19. What can you do to help me?

Many small and medium-sized businesses are facing financial difficulty and are looking to us for ways to reduce their operating expenses. At the same time, risks to businesses have changed, and continue to evolve. Because each business has unique needs and challenges, we encourage our commercial clients to call us for a comprehensive risk assessment to ensure their financial security is protected in the short and long term.


I have an active claim, what can you do to make this easier for me?

You can file a claim by phone or through Online Services. We’re focused on removing as many barriers as we can to ensure that claims are settled seamlessly. For example, we provide an eTransfer option through our claims process, leveraging electronic payments so that our clients can receive payments quickly and easily.