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Frequently Asked Questions about Desjardins Claims
Got questions about claims? Find answers to the most frequently asked questions all in one place!
Auto
Home
Pets
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You need to file a police report in the following situations:
- Theft or attempted theft
- Fire
- If a vehicle hits your house
Collision covers damage to your car when it rolls over or is involved in a collision with a person, an animal or an object, including a vehicle. For example, if you’re driving in a parking lot and you hit another car or bump into a lamp post, or if a shopping cart hits your car, the resulting damage is covered by Collision and upset.
For other damages not covered by Collision, your Comprehensive coverage takes over. This protection covers glass breakage and damage caused by theft, windstorm, hail, fire, earthquakes and more.
Uninsured Automobile coverage protects you and your family if you’re injured or killed by a driver who is not insured, or by a hit-and-run driver. It also covers your car if it’s damaged by a driver who’s not insured.
Uninsured Automobile coverage is automatically included in your policy, while both Collision and Comprehensive are optional.
As a policy holder, you are responsible for informing your insurer of any changes made to your vehicle and/or how it is used. This includes things like vehicle modifications, changes in vehicle use (for example, commercial use), the addition of newly licensed drivers to your household, a change of address, etc.
A vehicle modification includes:
- Performance-related modifications, such as upgrading the engine
- Electronic modifications, such as upgrading the stereo
- Cosmetic modifications, such as tinting the windows
Commercial use means any change in use where the insured vehicle is now used for commercial purposes. For example, if you recently became a painter and you started using your mini-van to carry your paint and equipment, this would be considered commercial use.
You should always notify your insurer when any material change, as outlined above, is made to your vehicle. The risk of this change will be re-evaluated and may result in a premium adjustment. If you make any of the changes described above but don’t inform your insurer, the insurer can decide to deny your claim, and may even cancel or void your policy. For example, if you modify your vehicle to give it a turbocharged engine and you end up crashing, you’ll most likely be refused coverage for violating your insurance contract.
Note: If your vehicle has been modified because of a medical condition, you should still notify your insurer.
A deductible is the amount you must pay when you make an insurance claim.
For example, if you have a $500 deductible, you pay the first $500 of the repair costs, and we pay the rest.
Generally speaking, your insurance premium will increase if you’re at fault in an accident, regardless of whether you’re entirely or partially at fault. Tickets and convictions can also affect your insurance premium, depending on the type of offense.
The number of at-fault claims, as well as the number of convictions, and/or the type of conviction (such as impaired driving) that you receive may also impact your eligibility for insurance.
Drivers in Ontario are subject to what is popularly known as No-fault insurance, which is actually the mandatory Direct Compensation Property Damage (DCPD) section of their auto insurance policies. With no-fault insurance, drivers are compensated for damages only by their own insurance companies, based on the extent to which the policy holder is responsible for the accident.
When processing the claims, each driver’ insurance company must determine to what extent each driver is responsible for the accident. To determine responsibility, insurers use the direct compensation for property damage principle found in the Ontario Fault Determination Rules.
It’s always best to repair a chipped windshield as soon as possible, before it develops into a nasty crack. While a chip can usually be fixed, a crack means you’ll most likely have to get the glass replaced, or you’ll be in danger of it shattering at any time, and causing far more serious damage.
If you have Comprehensive coverage, you’re covered for most glass repairs, without having to pay a deductible. Many repair shops will even call your insurer for you, so all you have to do is get it fixed and drive away.
Whether or not the glass can be repaired instead of replaced depends on the size, location and severity of the damage. Most shops can repair quarter-sized chips or cracks up to three inches. However, if the damage is in the corner of the glass, it’s far more difficult to repair, and it can compromise the strength of the glass. Anything from a small, flying object to a strong burst of wind could cause the glass to break, which could potentially lead to a crash.
If the damage is such that you have to get the glass replaced, you will be responsible for paying your deductible. So, before that chip gets any bigger than the head of a nail, look for your local glass repair shop and have a qualified glazer inspect the damage.
Go immediately to your nearest glass repair shop dealer:
If you are covered by an Auto Insurance policy with us, simply show your auto insurance certificate to the glass repair shop and they will contact us to process your claim.
If you’re getting a chip repaired, you won’t have to pay a deductible. In fact, your repair shop may even call us directly and take care of it all for you.
However, if you need to get glass replaced because of more serious damage, you will be subject to a deductible. So, it’s a good idea to get those small chips repaired before they grow into a much bigger problem.
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If you make a claim, your claims advisor will need various documents, including:
- Receipts
- Proof of ownership (such as photographs, user manuals, and warranties)
- A list of stolen or damaged property
If one of your appliances causes water damage or a fire, keep the appliance so that we can examine it as part of your insurance claim.
It’s always good to plan ahead by making an inventory of your property. It will save you the hassle of trying to remember every item when you make a claim.
If you need to file a claim, we may ask you to fill out a claim form called a Proof of Loss form. This is your formal statement to support your claim, and contains important details about what happened, the nature of your lost or damaged property, and the amount of your claim. We may ask you to have this form certified by notary public or commissioner of oaths.
In many cases, we can process your claim without requesting a Proof of Loss form.
To assess the value of your property, we may also ask for original receipts or other documents like:
- User manual/operating instructions
- Appraisals
- Warranty cards
- Credit card or bank account statements
You need to file a police report in the following situations:
- Theft or attempted theft
- Fire
- If a vehicle hits your house
A deductible is the amount you must pay when you make an insurance claim.
For example, if you have a $500 deductible, you pay the first $500 of the repair costs, and we pay the rest.
Your home insurance includes basic coverage against certain types of water damage, such as damage caused by sudden breaks or leaks from plumbing systems or household appliances, like dishwashers. If you want more protection, we also offer a range of water damage coverage options, including:
Water Damage – Ground water and sewer back-up (Endorsement 16c)
Flood caused by the overflow of a body of water (Endorsement 16d)
Water damage - Above ground water and weight of ice, snow or sleet (Endorsement 42)
How much insurance do I need?
To calculate how much insurance you really need for water damage, you should estimate the value of your home and belongings.
Bear in mind that your insurance amount needs to be enough to cover not only damage to your home and belongings, but also any additional living expenses if your home is so badly damaged that you have to stay somewhere else during repairs.
Take immediate steps to minimize the damage.
Water damage: cut off the water supply line and, if you can, move affected furniture and items to a dry place. Learn what to do if there’s water damage in your home.
Theft: call your local police immediately. Learn what to do if your home is burglarized.
Fire: call the fire department right away. Even a small fire can spread quickly if it’s not brought under control. Learn what to do if there’s a fire in your home.
To make a claim, you can call us or file your claim online. We’ll get your claim started and help you deal with the emergency.
To reduce the risk of a future loss, read our Prevention tips.
Frost and the weight of ice or snow are just some of the things that can damage your pool or hot tub.
Getting the right protection
When you get a home insurance policy with us, you can add optional coverage to your basic insurance policy to cover:
Your above-ground or semi-inground swimming pool, including equipment and accessories, as well as attached patios that are not connected to the house
or
Your in-ground swimming pool or hot tub, including equipment and accessories, as well as attached patios that are not connected to the house
Condo unit owners are insured under 2 separate insurance policies: the condo unit owner’s policy and the condo corporation’s policy. Therefore, more than one insurer may be involved in a claim settlement.
The condo corporation’s policy covers:
- The condo corporation’s liability
- The common parts of the building, such as the hallways, balconies, stairwells and roof
- The parts of your condo unit, like windows, walls, floors and kitchen cabinets (upgrades to your unit are covered under your condominium unit owner’s policy)
Your condo unit owner's policy covers:
- Your personal liability
- Your personal property (contents)
- Upgrades made to your condo unit
- Your additional living expenses
In the event of a loss, the condo corporation's policy usually covers damage to components that were standard to the unit when it was constructed , and the condominium unit owner's policy covers upgrades to the unit.
For example, if you replaced the original carpet in your unit with hardwood flooring, the condo corporation's insurer would cover the value of the original carpet, and your insurer would cover the difference between the hardwood flooring and the original carpet.
To learn more about condominium insurance, visit the Insurance Bureau of Canada website.
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When you take your dog or cat for veterinary treatment, pay the full amount of your bill at the clinic, have your vet’s office sign the form (PDF), and then submit the completed claim form to us along with your receipts. You’ll be reimbursed for 80% of the covered costs of veterinary treatment (20% is the co-insurance portion).
Your annual deductible will be subtracted from your payment until the specified deductible amount has been satisfied.
Your "co-insurance" is the portion of the pet insurance claim that you, the policyholder, must pay. With the Desjardins Pet Insurance Program, we pay 80% of your veterinary fees, and you are responsible for the remaining 20%.
The deductible is a fixed amount which you are responsible for. This amount is deducted from your claim after co-insurance has been applied. With our coverage, you only have to pay one annual deductible, no matter how many insurance claims you have throughout the year. You are not required to pay the annual deductible in years that you do not claim. The deductible is based on your pet’s age.
The co-insurance is applied first and then the deductible. The following example will show you how your claim payout is calculated. Suppose you submit a claim in the amount of $1,000:
| Calculation | Amount |
|---|---|
| Claim amount | $1,000 |
| 20% co-insurance (20% X $1,000) | -$200 |
| Deductible applied ($100) | -$100 |
| Reimbursement | $700 |
Once the deductible amount has been satisfied, additional claims submitted during the same policy period are not subject to a deductible. However, because your deductible is annual, if you submit a claim after your pet insurance policy renews, a new annual deductible will apply.
Co-insurance applies to every claim. However, the full deductible only applies to the policy period.
Typically, Petline Insurance Company is able to process your claim reimbursement within 5 to 10 business days of receiving your claim. More complex claims (such as those which involve multiple conditions) may take longer. In the event of a claim delay, such as an incomplete claim form, they’ll notify you in writing.
You’ll receive a cheque by mail. However, when you choose direct withdrawal from your bank account as your payment method for monthly premiums, we can also direct deposit your claims reimbursements. This is optional though, so you’ll have to speak to a customer service agent to make this request.
No. We expect you to use your coverage and to make ongoing claims throughout the life of your dog or cat. Neither your deductible nor your premiums will increase as a result of the number of pet insurance claims you make.
Under all levels of coverage the accident waiting period is only 48 hours and the illness waiting period is 14 days. There’s also a 6 month waiting period for dental coverage.
Petline has P&C insurance agents that are happy to help you. If you have any questions pertaining to our plan or your levels of coverage, call the Customer Centre toll-free at 1-855-343-9393. If your question concerns a claim, please call 1-800-581-0580.
Got more questions?
- The information on this page is provided for informational purposes only. The terms and conditions of the coverages described are set out in the insurance policy, which always prevails. Conditions, exclusions and limitations may apply.
- The Desjardins Pet Insurance Program is underwritten by Petline Insurance Company and is distributed in Quebec by Missisquoi Insurance Company.