IF YOUR VEHICLE HAS BEEN DAMAGED OR STOLEN
It can be hard to remember the steps to follow when you’ve been in an accident. You may wish to print these steps out and leave a copy in your glove box.
1. Contact the police
Avoid discussing the details of the accident with anyone but the police. After a crash, you’ll likely feel upset and anxious so it’s natural to want to decide who was at fault. Please don’t sign anything, discuss liability or accept fault with others involved or with witnesses.
2. Document the accident
Do your best to document the accident in writing, by making a diagram of the events and damage sustained to the vehicles, and noting the weather and road conditions. If possible and it’s safe to do so, take photos at the scene.
3. Exchange information
Exchange names, addresses, telephone numbers, drivers’ license numbers, license plate information, insurance company information, and policy numbers (if applicable) with everyone involved. Obtain names, addresses and telephone numbers for any passengers and witnesses.
4. Report your claim
During business hours, contact your insurance broker. Outside of business hours, call our 24-hour emergency claims service at (604) 681-6123 or toll free at 1-800-661-4404.
5. Get a rental vehicle
If your vehicle can’t be driven or is stolen and you’re eligible for a rental vehicle, a claims representative will help you make arrangements.
GETTING YOUR VEHICLE REPAIRED
If your vehicle can be repaired, you have the option of:
- using one of our Certified Economical Repair Facilities (CERF), or
- going to your own repair shop
CERF is the designation we give to repair shops that meet or exceed our standards. The advantage is a one-stop shopping solution for all your auto repair needs. There is no need to shop around for reputable and well-equipped shops, appraisals or estimates.
The CERF provides:
- prompt and efficient service
- quality repairs
- on-site rental pick-up
- conveniently located repair facilities
- life-time guarantee (while you own the vehicle) on body parts and paint repairs
If you choose a CERF shop, your claims representative will provide your coverage information and details of the damage to that shop so they are ready to begin when your car arrives. All repairs completed by our preferred facilities guarantee their work for as long as you own your vehicle.
There is no concern with using your own shop, however, the process may take longer. If you choose to use your own repair shop, we’ll contact them and provide your coverage information. An appraiser will complete an estimate for repairs that your shop will use for the repairs. If the shop has any questions or concerns, they can contact us.
Once repairs are completed, you’ll be contacted by the shop to arrange a time to pick up your vehicle. You are responsible to pay any deductible and/or applicable taxes directly to the shop. Rental or courtesy vehicles, if provided, are to be returned once the repairs are completed.
If your vehicle can’t be repaired or has been stolen and not recovered, an appraiser will determine the actual cash value of your vehicle. You may be asked to provide information that will help the appraiser with the evaluation.
RENTAL CAR COVERAGE
If you’ve purchased Loss of Use coverage or Family’s AutoPlus package, your claim representative will help you arrange a replacement car. If your vehicle is being repaired at a Certified Economical Repair Facility, the shop can arrange the rental on your behalf.