Claims

Sometimes known as “first party insurance,” the “no fault” system has been instituted in several provinces in an effort to:

• Help control court costs when claims are disputed

• Provide prompt financial assistance for accident victims

• Stabilize insurance premiums

Under the “no fault” system, everyone involved in an accident submits a claim to their own insurance company. This means that if another person is at fault for an accident, you would still submit your claim to your own insurance company. Additionally, if you are not at fault but had to pay a deductible, your insurance company may seek to recover your deductible from the at-fault driver’s insurance company.

Every car insurance policy includes protection against third-party liability—and for good reason. Liability coverage, also called third-party or civil liability coverage, helps protect you financially if you or another driver on your policy are found legally liable for injuring someone or causing damage to another person’s property or automobile while operating a vehicle. In this type of situation, your insurance would pay any legitimate claims against you up to the limits of your liability coverage and also pay for expenses related to settling the claims.

While every province requires a certain amount of liability coverage, the minimum amount required is unlikely to be enough if the courts order you to pay a substantial amount of money in damages.

Tip: At RBC Insurance, we strongly recommend that you purchase at least $1 million in coverage. Plus, if you are leasing or financing a vehicle, your leasing company or lien holder may require at least that much coverage to protect their interests.

Collision coverage helps pay for the cost of repairing or replacing your vehicle up to the actual cash value if it collides with another vehicle another vehicle, the ground, or an object in or on the ground (such as a guard rail).

Comprehensive coverage helps pay for the cost of repairing or replacing your vehicle up to the actual cash value if it is damaged by unexpected situations such as falling or flying objects, vandalism, fire, theft or attempted theft, a natural disaster, or a riot or civil disturbance (but not collision).

Tip: Although collision and comprehensive coverage are optional by law, your vehicle’s leasing or financing company (if applicable) may require that you have it. We also recommend that you purchase both of these coverages unless your car is very old—and not worth more than a couple thousand dollars—or you can afford to pay out-of-pocket whatever amount might be required to repair or replace your vehicle.

In addition to collision and comprehensive coverage, which are recommended for most situations, there are two other coverages known as All Perils and Specified Perils.

• All Perils coverage includes the protections provided by both collision and comprehensive coverage and also insures your vehicle against loss or damage should it be stolen by someone living in your home or by someone you have hired to drive, service or repair your vehicle.

• Specified Perils coverage insures your vehicle against specific situations only (such as fire, theft or attempted theft, some natural disasters, riots or civil disturbances). In most cases, we do not recommend insuring your vehicle with just specified perils coverage.

Also called “riders,” endorsements are additional (sometimes optional) enhancements that allow you to customize your car insurance policy by increasing or even reducing the amount of insurance coverage you would receive in special situations.

One example of an endorsement is the popular Family Protection endorsement, which provides significant financial protection—up to the limits of your liability coverage—if you or your eligible family members are injured or killed in an accident caused by an uninsured, under insured or unidentified (e.g. hit and run) at-fault motorist.

A claim is a request to an insurance company for payment for loss, damage or injury as covered in an insurance policy.

Your deductible is the amount of money you are required to pay out-of-pocket towards any claim you make under your car insurance policy.

For example: If your vehicle sustains $2,000 worth of damage in an accident and your collision deductible is $500, then you would be responsible for paying the first $500 and your insurance company would pay the remaining $1,500.

You can choose a different deductible amount for your collision coverage and your comprehensive coverage.

Tip: If you can afford to make a higher out-of-pocket payment in the event of a claim, then choose a higher deductible. You’ll pay a lower premium as a result.

Yes. Since your driving record affects your car insurance coverage and premium, your insurance company needs to know the facts of your accident.

Furthermore, if you were involved in an accident with another vehicle, the driver of that vehicle may claim from his or her insurance company—who will, in all likelihood, communicate with your insurance company about the accident. It is important to note that not all accidents will result in premium increases.

Moving—even within the same town or city—can affect your car insurance premium, so be sure to call us at 1-877-749-7224 before your moving day.

Also keep in mind that car insurance laws are different in every province. If you’re moving to a different province, let us know and we will help make sure your policy complies with the laws in your new province. Car insurance is not offered in British Columbia, Manitoba and Saskatchewan.

Yes; however, this service is not available in Québec.¹ You can call 1-866-953-8285 to get free, anonymous home and auto insurance advice before you make a claim. You don’t have to give your name or policy number. Claims advisors will provide you with impartial information pertaining to your specific situation to help you decide on the best course of action.

Providing the following information with your claim will help us to resolve your claim quicker:

• Your policy number

• Your contact details

• Photos or videos of any damage

• Police report (if any)

• Name and contact information for any service providers who helped you (tow truck operators, for example)

• Invoices and receipts for out-of-pocket expenses, such as car rental costs, if you couldn’t drive your car

• Details on the accident and damage, including any witnesses, passengers and police information

• Information on the other driver(s) involved in the accident, including name, address, phone number, vehicle information, driver licence number, insurance company and policy number

Choosing a repair shop is up to you. However, you can also choose from a network of trusted vendor partners through Aviva’s Premiere Auto Repair Centres. Benefits of using a trusted vendor include:

• Quality repairs are done by an accredited facility in your community

• Turnaround times for repairs are typically faster

• You’ll have a lifetime guarantee on the repairs for as long as you own the vehicle (terms and conditions apply)

If you purchased Loss of Vehicle Use coverage, you’ll have access to a rental vehicle until your vehicle is repaired or is replaced³.

When you call to report your claim, a claims advisor will get started on it right away and explain next steps. If you report your claim online, a claims advisor will call you the next business day.

Each claim is different, but the goal of the claims advisor team is to help you get things back on track as quickly as possible. Some claims can be taken care of in a single phone call. Others that are more complex or involve severe damage, may require a more in-depth review of the incident and other claims experts. Your claims advisor will go over the process with you and provide a time estimate when they begin to handle your claim.

Your premiums are based on many different things, so it really depends on your unique situation, your claims history and other factors. If you have any questions, please speak to an insurance advisor.

If you have Accident Protection⁴ and it still applies, your car insurance premiums won’t go up after your first accident, even if the accident was your fault.

If you are making a claim for an accident for which you are at fault, you will be responsible for covering a certain amount of the total claim amount. This is called your deductible. The amount that remains after you pay your deductible is the portion that your claims advisor will arrange to pay to settle your claim.

For example, if your insured damages will cost $7,000 to repair and your deductible is $1,000, your claims advisor would arrange to pay $6,000. Your claims advisor will review how the deductible works when you report a claim.

A claims advisor will explain all the details of your claim, including how the amount paid out is determined.

Yes, particularly if they’re less likely to be stolen or, statistically, if injuries suffered in certain vehicles are less servere. Vehicles that are less expensive to repair will also typically cost less to insure.

Tip: If you’re shopping for a new car and are looking for the better insurance value, we can give you a no-obligation quote for each of the models you’re considering.

Yes. You can insure all kinds of personal vehicles through us, including:

• Cars, SUVs, minivans or pickup trucks

• Motorcycles

• Motorhomes and RVs

• Campers and trailers

• Snowmobiles

• All Terrain Vehicles (ATVs)

Yes. If you own a vintage vehicle that is over 25 years old, with antique or historical licence plates, the Advice Centre can offer you special coverage and a price to reflect your needs. We’ll be happy to give you your quote over the phone—just call 1-877-749-7224.

Because each person’s situation is unique, there isn’t a single answer to this question. However, using statistics and complex formulas, insurance companies usually calculate your car insurance premium by taking into account where you live, the type of vehicle you drive (and how you use it), your driving and claims record, other drivers on your policy and the amount of coverage you want.

There are several ways to save on your car insurance.

Depending on the province you live in, there are some discounts that may apply to you automatically—for example being claims-free for a certain time period or qualifying as a mature or experienced driver.

In other cases, there are specific things you can do to qualify for other potential discounts. This includes:

• Save when you insure more than one vehicle through us

• Save on your car insurance policy when you purchase a homeowners, condo or renters insurance policy through us

Most likely, yes. Your driving record is one of the factors insurance companies consider when calculating your car insurance premium. The more experienced you are and the fewer claims and accidents you’ve had, the lower your premium is likely to be.

You have several choices for paying your car insurance premium:

• A yearly lump-sum payment by cash, cheque, Visa* or Mastercard

• Monthly payments via regular, pre-authorized chequing account withdrawals or credit card (Visa or Mastercard) debits

To take advantage of this easy payment option, simply give us your bank’s transit and institution number, as well as your account number (a void cheque is not required) when you complete a pre-authorized chequing payment form. You can even choose the date you’d like your account to be debited each month.

It depends on the type of home you live in. If you own a house, your property insurance will cover the house itself and detached structures like a fence or storage shed.

Your insurance will also cover personal belongings such as jewellery, artwork, furniture, computers, carpets and more.

Finally, your policy also includes third-party liability coverage. This protects you against personal liability if somebody is injured while on your property or if you accidentally cause damage to a neighbour’s property.

Here are some of the best tips for saving through RBC Insurance:

• Lower your premium by choosing a higher deductible

• Combine your insurance through us

• Install a home security system

Your coverage should begin as soon as you become the legal owner or tenant, even if your home or condo unit is still being built.

• All Perils protects your insured property against the widest range of risks and only excludes the perils specifically listed in your policy.

• Specified Perils protects your insured property against the most common risks, which will be listed in your policy.

The owner of the property you’re renting almost certainly has insurance on the building itself. They may also have coverage for certain items inside your rental unit, such as the carpets, light fittings and appliances. So you may wonder why you need coverage too.

Here are three excellent reasons:

• Your landlord’s insurance will not cover your personal belongings. Your jewellery, artwork, furniture, entertainment equipment and other valuable belongings will not be protected.

• Your landlord’s insurance most likely does not cover any upgrades you have made to your rental unit and paid for yourself. For example, you may have installed upgraded carpets or added built-in shelving units in the closets.

• Finally, you need to protect yourself against personal liability for injuries to visitors to your home or for damage you accidentally cause to your neighbours’ property.

For details, see: Tenant Insurance.

Your condominium corporation has insurance, so you may wonder why you need your own coverage.

Here are three excellent reasons:

• Your condominium corporation’s policy will not cover your personal belongings. Your jewellery, artwork, furniture, entertainment equipment and other valuable belongings will not be protected.

• Your condominium corporation’s policy only covers items that are part of the building. You need your own insurance to protect the upgrades you have made inside your unit, such as better carpets and built-in cupboards.

• Finally, you need to protect yourself against personal liability for injuries to visitors to your home or for damage you accidentally cause to your neighbours’ property.

For details, see: Condo Insurance.

The liability coverage included in a homeowners, condo or tenant insurance plan protects you financially if you unintentionally cause bodily injury or property damage to others—at your home or anywhere in the world. For example:

• A babysitter slips on a spill on your kitchen floor and injures her back.

• A dead tree in your yard falls and hits your neighbour’s roof, causing damage.

• You throw a baseball on the beach while on vacation in Florida and you accidentally knock out a bystander’s tooth.

Insurance coverage for water damage depends on a number of things, like where you live and how your home was constructed. Insurance for some types of water damage may be included automatically in your policy, and some may need to be purchased as extra.

Examples of causes of water damage that aren’t covered under most standard home insurance plans are flooding and seepage:

• Flooding results in damage from water that flows into your home from natural sources like lakes and rivers, or large amounts of pooled water.

• Seepage refers to the slow movement of water or other fluid through small openings, cracks or pores in your home.

Causes of water damage that are usually covered by most standard home insurance plans include or can be added by endorsement:

• Sewer backup: Water is forced through the sewer system back into your home, or your sump pump fails (Sewer back can be added by endorsement).

• Water Escape: This covers water damage that may be caused when your bath or sink overflows or a pipe or hose inside your house breaks.

Not automatically. However, you can purchase earthquake coverage for an additional premium. For details, see Endorsements for Your Property.

Most property insurance will protect your belongings when you travel. For example, if your luggage is stolen from a hotel room or your car, you may be covered for the loss.

Remodeling your home may change the valuation placed on your property. If you build a major addition or swimming pool, you will need to update your insurance policy.

Overland water is fresh water that accumulates on land which is usually dry, resulting from:

• Torrential rain or snow melt;

• Overflow of a body of fresh water.

We’ve made the Overland Water Endorsement available for purchase in response to the effects of changing weather patterns and the increasing number of severe storm events that often cause property damage.

If you purchase this additional protection, you will have coverage for damage caused by overland water entering your property from torrential rains, rapid snow melt, or overflow of lakes, streams and rivers. This includes coverage for loss or damage from the sudden and accidental entrance of overland fresh water through foundations, basement walls or basement doors. This coverage is not included in your Extended Water Damage coverage.

However, please remember that Your Extended Water Damage option also provides very important coverage. This includes the sudden and accidental backing up of water or sewage through:

• Drains, waste and sewer pipes that are underground or outside the building

• Septic tanks, septic systems or connected piping located outside a the building

• Retention tanks or holding ponds, sump pits, sump pumps and their attached piping or equipment

• Eaves troughs or downspouts

Overland water does not cover:

• damage from coastal flooding of salt water including spray or storm surge.

• seepage through basement walls, doors or foundations that is not caused by Overland Water

• loss or damage from water resulting from the intentional breaches of structures such as dams, dykes and levees

The Home Repair Bundle includes all three services for $125 per year:

• Home Repair Assure to fix a minor issue before it leads to a large claim;

• Claim Prevent to prevent a further claim occurring from the same cause after a claim has already occurred;

• HALO Assist for free access to phone advice from legal and health experts.

In addition to the home repair service, you have access to unlimited information about covered repair issues in your home. You can call the toll-free number any day, any time and a service representative can answer questions you may have about home issues and repairs. If your home repair issue is not covered under the program, you can choose to be referred to a trusted service provider in your area. You can then arrange and pay for service directly with them.

Three different services are available.

1. Claim Prevent can be used immediately after a covered claim.

2. The services in HALO Assist can be used immediately after the date coverage starts

3. For the Home Repair Assure portion of the endorsement, there is a 45-day waiting period from the date coverages starts

The services cannot be purchased separately.

The deductible is the amount you must pay out-of-pocket for a claim before your insurance policy pays.

The standard deductible amount is $1,000 for homeowner, condominium owner or tenant insurance policies. You may be eligible to increase or decrease your deductible amount, which may impact your insurance premium. Since the deductible amount is what you pay out-of-pocket for a claim, it is important you choose an amount that you can afford if you ever need to make a claim.

In most cases for property loss or damage, a deductible will apply. However, there are certain instances when you will not have to pay a deductible for property losses.

There are a number of ways to reduce your insurance premiums. Here are some of the best tips for saving through RBC Insurance.

• Lower your premium by choosing a higher deductible

• Combine your insurance through us

• Install a home security system

You have several payment options, including regular pre-authorized chequing account withdrawals, credit card debits (Visa or Mastercard) and lump-sum payments.

Using any of the services provided under the Home Repair Bundle won’t affect your claims history or claims-free discount. The Home Repair Bundle is designed to help you proactively reduce and prevent the same claims from occurring and provide further protection with assistance services.

If you make a claim under this endorsement, your premium, claims history and claims-free discount will not be affected. You do not have to pay your policy deductible if you have an Identity Theft claim.

Yes, you can call 1-866-953-8285 to get free, anonymous home and auto insurance advice before you make a claim. You don’t have to give your name or policy number. Claims advisors will provide you with impartial information pertaining to your specific situation to help you decide on the best course of action.

Note: This service is not available in Québec.¹ Quebec residents may call 1-800-769-2526 for questions about their policy and coverages.

Providing the following information with your claim will help us to resolve your claim quicker:

• Your policy number

• Your contact details

• Photos or videos of any damage

• Police report (if any)

• Name and contact information for any service providers who helped you (roofers, for example)

• Invoices and receipts for out-of-pocket expenses, such as hotel expenses if you couldn’t stay in your home

• An inventory of the damages and loss to your property and personal belongings

• A detailed list describing stolen property, if applicable

• Receipts for any property that was lost or damaged

Yes. Your claims advisor will work with you to determine the cash settlement on minor repairs. Generally, a cash settlement will be based on the property’s age, condition of the property immediately before the damage occurred, and the property’s normal life expectancy. Cash settlements typically exclude government taxes and the profit and overhead costs that would normally be paid to a contractor to complete the repairs.

Choosing a repair firm is up to you. However, you can also choose from a network of trusted contractor partners through Aviva’s Premiere Contractor Network. Benefits of using a trusted contractor include:

• Quality repairs are done by an approved restoration specialist in your community

• Turnaround times for repairs are typically faster

• You’ll have a lifetime guarantee on the repairs for as long as you’re insured through RBC Insurance (terms and conditions)

If you use your own contractor, your claims advisor will work with you and the contractor to determine the scope of the repairs and a price for completing them.

A claims advisor will ask you to prepare an itemized list of all your missing and damaged property (see Schedule of Loss below). Depending on the severity of the damages or loss, a claims advisor might inspect your property, document the claim and assist you through the process. The claims advisor will review your policy and let you know which coverages apply and their corresponding limits. You may be asked to gather key documents to establish proof of ownership. These documents can include: receipts, owner’s manuals, warranty cards, appraisals, photographs, original manufacturer packaging, etc.

A schedule of loss is a document you’ll need to complete listing all the lost or damaged items in a claim. It should include information about the item itself like the model number, when and where it was purchased, the cost of the purchase and the replacement amount.

A Proof of Loss form is the official document you complete and provide to your claims advisor regarding a loss. It provides the insurer with all the information needed to assess the loss.

When you call to report your claim, a claims advisor will get started on it right away and explain next steps. If you report your claim online, a claims advisor will call you the next business day.

Each claim is different, but the goal of the claims advisor team is to help you get things back on track as quickly as possible. Some claims can be taken care of in a single phone call. Others that are more complex or involve severe damage, may require a more in-depth review of the incident and other claims experts. Your claims advisor will go over the process with you and provide a time estimate when they begin to handle your claim.

Your premiums are based on many different things, so it really depends on your unique situation, your claims history and other factors. If you have any questions, please speak to an insurance advisor.

If you make a claim, you will be responsible for covering a certain amount of the total claim amount. This is called your deductible. The amount that remains after you pay your deductible is the portion that your claims advisor will arrange to pay to settle your claim.

For example, if your insured damages will cost $7,000 to repair and your deductible is $1,000, your claims advisor would arrange to pay $6,000. Your claims advisor will review how the deductible will work when you report a claim.

A claims advisor will explain all the details of your claim, including how the amount paid out is determined.

You must request a policy cancellation in writing. When your policy is mailed to you, you have a certain number of days to review it—30 days for RBC Simplified Term Life Insurance and 10 days for RBC YourTerm Life Insurance ($1,000,000 and over). If you want to cancel, we’ll refund all premiums paid. After the 10 or 30 days, you can cancel your insurance and you’ll only have to pay for the time you were covered.

You can change your beneficiary by completing a Change of Beneficiary form. If your beneficiary is designated as “irrevocable” then the beneficiary must also agree to the change.

Yes. You can apply to reduce or increase your coverage at any time. Your premiums will also be updated based on the new amount of insurance. Coverage increases will require medical evidence and are subject to approval. Please contact your advisor or call us at 1-877-519-9501.

Our goal is to make the claims process as stress-free as possible. For help with a claim, please call us at 1-877-519-9501.

Please call us at 1-877-519-9501 to update your policy. You can also access and download some change forms online.

You must request a policy cancellation in writing.

You have 10 days to review the policy after it is delivered to you; if you cancel during that time, we will refund the premiums you have paid. Any time after that, you can cancel your insurance and you only pay the premium for the time you were covered.

In addition, you will receive your policy’s net cash value plus any balance you have in your dividends on deposit account (if applicable). The effective date of your cancellation will be the date we process your request, subject to our administrative rules. The proceeds of your cancelled policy may also be subject to taxation.

(Net cash value is the policy’s cash value available to you for withdrawal. Specifically, the net cash value = the guaranteed cash value + the non-guaranteed cash value – any unpaid premium, including interest – any outstanding policy loans you have taken out, including interest.)

Once you cancel a policy, you will not be able to reinstate it.

You can change your beneficiary by completing a Change of Beneficiary form. If your beneficiary is designated as “irrevocable” then the beneficiary must also agree to the change. If you have multiple life insurance policies you would like to update, you will need to complete one form per policy.

Coverage increases on your base coverage amount are not allowed; however, you may apply for an additional policy. You can request to decrease your coverage amount at any time in writing.

Contact your licensed insurance advisor for advice prior to making any change to your life insurance policy.

Yes, however, there may be certain conditions.

• You can switch dividend options any time after your policy has been issued.

• If you switch from Paid-up Additions to another dividend option, the cash value associated with your Paid-up Additions will be released to you.

Our goal is to make the claims process as stress-free as possible. For help with a claim, please call us at 1-877-519-9501.

Please call us at 1-888-221-2818 to update your policy. You can also access and download some change forms online.

You must request a policy cancellation in writing.

You have 30 days to review your policy, during which time you may cancel the coverage and receive a full refund of all premiums paid. Any time after that, you can cancel your insurance and you only pay the premium for the time you were covered.

You can change your beneficiary by completing a Change of Beneficiary form. If your beneficiary is designated as “irrevocable” then the beneficiary must also agree to the change.

Yes, coverage can be increased to a maximum total benefit amount of $40,000 at any time as long as you still meet the eligibility requirements. Coverage can be reduced at any time, as long as we receive your request in writing and all premiums are paid to the effective date of the reduction.

Our goal is to make the claims process as stress-free as possible. For help with a claim, please call us at 1-877-519-9501.

Please call us at 1-877-519-9501 to update your policy.

You can also access and download some change forms online.

You must request a policy cancellation in writing. You will receive the policy’s accumulation value, minus any outstanding insurance costs and applicable surrender charges if you cancel your policy during the early years of your coverage. Surrender charges are specified in your policy. A market value adjustment may also apply if you withdraw money from a guaranteed interest option. The proceeds of your cancelled policy may also be subject to taxation.

You can change your beneficiary by completing a Change of Beneficiary form. If your beneficiary is designated as “irrevocable” then the beneficiary must also agree to the change.

Yes. You can request to reduce or increase your coverage at any time by contacting us at 1-800-461-1413. If you want to increase your coverage, new evidence of insurability and approval will be required. Your premiums will also be updated based on the new amount of insurance.

Yes. In fact, we recommend that you review your financial goals at least once a year. Your advisor can help you review your policy and consider whether to make any changes. You can change your future premium allocation or transfer money between interest options up to four times per policy year without incurring additional fees. Please note that a market value adjustment may apply if you are withdrawing money from a guaranteed interest option.

Our goal is to make the claims process as stress-free as possible.

Please call us at 1-877-519-9501 to update your policy. You can also access and download some change forms online.

You can cancel your policy at any time by calling us at 1-800-845-9750.

To change your beneficiary, call us at 1-800-845-9750 or by completing a Change of Beneficiary form.

Our goal is to make the claims process as stress-free as possible. For help with a claim, please call us at 1-800-845-9750

Please call us at 1-800-845-9750 to update your policy. You can also access and download some change forms online.

You can view the Certificate of Insurance for Personal Accident Insurance complimentary coverage here:

• Single coverage

• Joint coverage

(*complimentary coverage is not available for new enrolments)

You must request a policy cancellation in writing.

You have 10 days to review the policy after it is delivered to you; if you cancel during that time, we will refund the premiums you have paid. Any time after that, you can cancel your insurance and you only pay the premium for the time you were covered.

You can change your beneficiary by completing a Change of Beneficiary form. If your beneficiary is designated as “irrevocable” then the beneficiary must also agree to the change.

Yes, you can apply to reduce or increase your coverage at any time. The minimum amount of coverage you may request is $10,000, and the maximum amount is subject to our underwriting rules. A reduction in your coverage is subject to $50,000, the minimum coverage amount. Your premiums will also be updated based on the new amount of insurance. Increases in coverage for Term 100 will require new medical evidence and are subject to approval.

Our goal is to make the claims process as stress-free as possible. For help with a claim, please call us at 1-877-519-9501.

Please call us at 1-877-519-9501 to update your policy.

You can also access and download some change forms online.