Insurance claims
Insurance claims, step by step
Whether another driver hit you or you are claiming on your own policy, this is how a collision claim usually goes in Ontario, and where we fit in.
How a claim usually goes
- 01
Report the collision
If anyone is hurt, call 911. If the damage to all the vehicles together looks to be over $2,000, Ontario law requires you to report the collision to the police or a collision reporting centre.
- 02
Call your insurance company
Tell them what happened as soon as you can. They open a claim and give you a claim number.
- 03
Get an estimate
Send us photos through our estimate form, or call and bring the car in. Your adjuster reviews the estimate.
- 04
The estimate is approved
Your insurance company approves the estimate, or asks questions about it. Once it is approved, we book the repair.
- 05
Repair and pickup
We call you when the car is ready. If your policy has a deductible, you pay it when you pick up the car.
Choosing where your car is repaired
Your insurance company may suggest a repair shop. You can still have the car repaired at the shop you choose, as long as your insurance company approves the estimate. The standard Ontario policy also lets the insurer repair or replace the car instead of paying for the damage.
As long as your insurance company approves the estimate, you may have your vehicle repaired at the repair shop of your choice.
From After an Auto Accident: Understanding the Claims Process, a guide hosted by the Financial Services Regulatory Authority of Ontario (FSRA). Read the FSRA guide (PDF)
What we can arrange
Towing
If the car cannot be driven, we can arrange a tow to the shop. You pay only what the tow company charges us.
Rental car
We can set up a rental while your car is with us. Your insurance pays for it if your policy covers a rental. If not, you pay the rental company.
We work with every insurance company
These are some of the insurers we bill directly, so you pay only your deductible, if you have one.
- Co-operators
- TD Insurance
- CAA
- Aviva
- belairdirect
- Allstate
- Pembridge
- Pafco
What to have ready
- Your claim number, if you have one
- The other driver's name, insurance company and policy number, if another car was involved
- The police or collision report number, if you reported the collision
- Any photos you took at the scene
Frequently asked questions
Do I have to use the shop my insurance company recommends?
No. Your insurance company may suggest shops, but you can choose where the car is repaired, as long as your insurance company approves the estimate.
Can I get an estimate before I call my insurance company?
Yes, and it is free, with no obligation. Many people want to know the size of the repair before they decide whether to claim. Send us photos and we reply within one business day.
What if the car cannot be driven?
Call us at (905) 472-4581. Tell us where the car is and we will talk you through the next step.
Should I pay for a small repair myself instead of claiming?
That is your decision, and your policy sets the rules. Our estimate gives you the repair cost, so you can compare it with your deductible before you decide.
Start with photos
An estimate is the first thing your adjuster asks for. Ours takes a few minutes to request.