Auto claims

1. Ensure everyone’s safety: Check for injuries and call 911 if anyone is hurt or if emergency assistance is needed.
2. Secure the scene: Move vehicles out of traffic if it is safe to do so and turn on hazard lights.
3. Contact police if required: Follow local reporting requirements and obtain the report number if police attend.
4. Exchange information: Collect names, contact details, driver’s licence numbers, insurance information, and vehicle details from all involved parties.
5. Document the accident: Take photos of vehicle damage, licence plates, the accident scene, road conditions, and any relevant traffic signs.
6. Gather witness information: Obtain names and contact information from any witnesses.
7. Avoid discussing fault: Stick to the facts when speaking with others at the scene.
8. Notify your insurance promptly: Report the accident as soon as possible and provide all relevant information and documentation.
9. Seek medical attention if needed: Some injuries may not be immediately apparent.
10. Keep records: Save receipts, medical reports, estimates, and correspondence related to the claim.

If your vehicle needs to be towed after an accident, keep the following in mind:

• If your vehicle needs to be towed, you have options. You may choose the towing company and destination you prefer, unless towing arrangements are controlled by a designated tow zone or a police-dispatched contracted towing service.
• Read before you sign: Take your time to review any document before signing and ensure you understand what it authorizes. Some documents presented by tow operators may include consent for vehicle repairs, not just towing services.
• Towing your vehicle to your home residence may be an option, depending on your situation and the tow operator’s service area.
• Before authorizing a tow, ask where your vehicle will be taken and whether any storage fees will apply.
• Remove any valuables and personal belongings from your vehicle before it is towed, if it is safe to do so.

Co-Operators Enhanced Service Partner Program includes automobile repair shops that can get you back behind the wheel of your vehicle faster, easier, and worry-free. If you’d like to use one of our recommended Enhanced Service Partners, contact us and we’ll be happy to help.

When you use on of our recommended body shops:

• A repair estimate will be prepared and submitted to our appraiser
• Additional estimates are not required
• Repairs are guaranteed for as long as you own your vehicle
• Repairs can be scheduled at your convenience
• You can be assured the repair shop provides quality repairs and excellent customer service

Enhanced Service Partners are chosen because they:

• Provide a guarantee on the repairs
• Are competitively priced with no extra charges
• Have a reputation for honesty and integrity
• Use industry-approved repair procedures and modern equipment
• Keep a well-maintained, clean facility
• Comply with fire, environmental and health regulations, and licensing requirements

After your claim is reported, an appraiser will assess your vehicle and review the damage. The decision to repair or declare a vehicle a total loss is based on several factors, including:

• The extend of the damage
• The estimated cost of repairs
• The vehicle’s market value immediately before the loss
• Potential hidden damage that may be discovered during repairs
• Applicable regulations and safety requirements

A vehicle is generally considered a total loss when the cost to repair it, related costs and residual value of the salve, meets or exceeds its actual cash value, or when it cannot be safely returned to its pre-loss condition.

If your vehicle is repairable, repairs can begin once the estimate is approved and the repair facility has scheduled the work.

If your vehicle is determined to be a total loss, your claims representative will explain the settlement process, answer any questions, and discuss the next steps with you.

The final decision is not based solely on visible damage. A vehicle that appears repairable may be declared a total loss if significant structural, mechanical, electrical, or safety-related damage is identified during the appraisal process.

If you have Rental Vehicle Coverage on your policy, a rental vehicle may be available while your vehicle is being repaired.

If your vehicle is unsafe to drive after the accident, contact us as soon as possible to discuss your coverage and rental options. A claims representative can confirm whether rental coverage applies, explain any limits that may apply, and help arrange a rental vehicle.

Our preferred rental partners and Enterprise Rent-A-Car and Hertz.

Important:

• Coverage is subject to the terms, conditions, limits and endorsements on your policy
• Keep all rental agreements, invoices, and receipts, as they may be required for claim reimbursement or verification
• Before arranging your own rental, check with your claims representative first to confirm eligibility and coverage details

After your report your claim, your vehicle’s damage will be assessed by an appraiser or a qualified repair facility. This assessment helps determine the cost to repair your vehicle and whether it is repairable.

The estimate process typically includes:

• Reviewing photos or inspecting the vehicle to identify visible damage
• Assessing repair and replacement costs for damaged parts and labour
• Considering vehicle safety systems, structural components, and manufacturer repair requirements
• Reviewing parts availability, including original equipment manufacturer (OEM) parts, aftermarket, recycled, or alternative parts where appropriate
• Preparing a repair estimate that outlines the expected repair costs

Important:

Initial estimates are based on visible damage. Once repairs begin, additional or hidden damage may be discovered. If this happens, the repair facility will submit a supplemental estimate for review and approval before additional repairs are completed.

If you’ve been involved in a collision, you may be required to report the accident to the police or a Collision Reporting Centre (CRC), depending on the circumstances and the requirements of your province.

Generally, you should report the accident if:

• Someone is injured
• There is damage to public property
• The total damage appears to exceed the reporting threshold in your jurisdiction
• The police direct you to file a report

If a police report or CRC report is completed, please provide the following information to your adjuster:

• The police report or CRC report number
• The name of the police service that took the report
• The officer’s name and badge number, if available
• The date and location where the report was filed

Providing this information helps us obtain the necessary details about the accident and continue processing your claim as efficiently as possible.

Keep a copy of any report documentation or confirmation you receive when filing the report.