How can I pay my premiums?
Choose the day of the month and how often (weekly, biweekly, monthly or semi-monthly) you want us to deduct your premiums.
Send your payment to:
Attn: Accounting Department
5600 Cancross Court
Mississauga, ON L5R 3E9
Ensure your policy or client number is noted on your payment.
Make a payment in person, Monday through Friday at any of the following locations.
5600 Cancross Court
Mississauga, ON L5R 3E9
Payments are accepted between the hours of 8:30 a.m. to 4:15 p.m.
3080 Le Carrefour Blvd. Suite 700
Laval, PQ H7T 2R5
Payments are accepted between the hours of 8:30 a.m. to 5 p.m.
St. John's Office:
136 Crosbie Rd. Suite 101
St. John's. NL A1B 3K3
Payments are accepted between the hours of 8:30 a.m. to 5 p.m.
Call 1-800-387-1963. We accept VISA and MasterCard.
Make your payment at your financial institution through a bank teller, ABM, or internet/telephone banking. Be sure to include the 8 or 16 digit invoice number. The invoice number is located in the top right hand corner of your invoice.
Visit any Western Union agent to complete a Blue Quick Collect form. Western Union charges $15 for the service, but we'll receive your payment within minutes.
You'll need to supply the following information:
To find a Western Union agent near you, visit www.WesternUnion.com
How can I change my automatic deduction information?
Complete our online form or call a licensed insurance representative at 1-800-387-1963. Changes to banking information must be received at least seven business days before the deduction is taken from your account.
What is "premium in advance"?
This is a one-time, one-month advanced premium payment system that protects you against additional premium charged in the event that your policy is cancelled.
Is my personal information safe?
What will you use my personal information for?
We may collect and use personal information from you and about you for the following purposes:
Can you send me my personal information?
As long as your request is submitted in writing, we are obligated to provide this information within 30 days or otherwise stated. Depending on the quantity of information, a fee could be levied.
Do you share your client information?
How long do I have to make a claim?
You must submit your claim within one to two years of the date of loss depending on the province in which you live. However, we suggest reporting any loss immediately to enable our claims department the opportunity to properly investigate the claim. For more information, call OneStep™ claims service at 1-800-387-1963.
When I have a claim, what documentation will I need to provide?
Original invoices, photographs, appraisals, guarantees/warranties, etc. help document your claim. Visit our How to Make a Claim page for more information.
If my car is damaged, do I have to take it to a preferred vendor?
No, you don't. However, these shops have been carefully selected by us to ensure high quality technicians and equipment. We guarantee their work for as long as you own the car and highly recommend using them.
What do I do if I have water damage in my home?
Are there limits on my property policy?
Yes, there are limits of coverage for certain items such as jewellery, furs, bikes, coins/coin collections, money/bullion and watercrafts.
Make sure you check your policy to confirm that these limits will provide you with enough protection. If not, you can get additional coverage.
Contact a licensed insurance representative at 1-800-387-1963 for more information.
I've had a break-in. What should I do?
Report the break-in to the police immediately. Call OneStep™ Claims, 24/7, at 1-800-387-1963 to report the claim.
To ensure your family's safety, we will send a contractor to secure your residence. You can then provide us with a complete inventory of the missing items, including a description. Look for any photos, receipts, appraisals, guarantees or warranties.
Should I report all incidents and accidents to the police?
Yes, all accidents should be reported to the police. This helps document the facts and allows the police the opportunity to investigate.
How long should I keep receipts?
You should keep a proof of purchase for as long as you own an item. Receipts help us establish the value of your damaged or stolen items and help determine your settlement under the terms of the policy.
How soon after an accident can I get a rental car?
You can get a rental car as soon as our claims service advisor has spoken with you and confirmed that you have a Loss of Use endorsement on your policy.
In Ontario, if you do not have physical damage coverage on your vehicle and you are not at fault, you can get a rental car once we confirm that the third party has a valid insurance policy.
How do you determine if my car is a total loss?
A vehicle is considered a total loss when the cost to repair it is more than the car's market value, or ACV.
When calculating a settlement, our appraiser consults a number of sources to confirm the market value of the vehicle. He then makes adjustments for mileage, condition and equipment.
Am I at fault or not?
Insurance companies and police departments determine at fault differently.
It is possible that the police and insurance companies could come to a different conclusion as to who is at fault for the same accident.
What are Fault Determination Rules?
Fault Determination Rules are government regulations put in place by the provincial government to simplify automobile accident situations, and to speed up the settlement of insurance claims. Each province has different rules, based on previous court decisions for similar accident situations in that province.
For Ontario, visit the Financial Services Commission of Ontario's website (FSCO).
When and who can I sue?
Each province has specific laws governing the right to sue in court. You should refer to your policy wordings, or contact one of our Claim Service Advisors at
1-800-387-1963 and/or a lawyer.
The body shop did terrible work. What should I do?
Call OneStep™ claims service immediately at 1-800-387-1963. We'll have one of our certified appraisers re-inspect your vehicle at the body shop and determine what can be done to rectify the situation.
What do I do if I have an accident or claim after business hours?
Call OneStep™ at 1-800-387-1963. You can speak directly to a claims service advisor 24 hours a day, seven days a week.
Why is my car not repaired with new parts?
Your auto policy covers repairs made with parts that are similar in kind and quality. The parts used to repair your vehicle may be new, aftermarket or used.
Safety products, such as tires, are replaced with new parts, but subject to betterment. For example, when an accident occurred, your tires may have been 60 per cent worn. Because the life of the tires has been extended, a 60 per cent betterment charge would apply.
Do I need to buy insurance when I rent a car?
You may not need to purchase additional coverage when you rent a vehicle. However, there may be restrictions and coverage can vary depending on the country you're travelling to and the type of vehicle you are renting.
Contact a licensed insurance representative at 1-800-387-1963 for full details.
What is Ontario Auto Reform?
On June 1, 2016, the government has introduced significant changes to auto insurance in Ontario. These changes will provide you with more choices of coverages and prices you pay for your insurance. You will be able to customize your policy with additional accident benefit choices that suit your own personal needs. Please visit the Financial Services Commission of Ontario website for more information.
How are my auto rates calculated?
Your rates are calculated based on many factors including where you live, vehicle usage, year, make and model of the vehicle, your driving experience and claim history, and the coverage you choose.
Visit our Insurance 101 page for more information about rate calculation. Otherwise, call a licensed insurance representative at 1-800-387-1963 to discuss your insurance rates.
Are the contents of my car covered?
The contents of your vehicle that are permanently attached to, or whose purpose is for, the usual use and operation of the actual vehicle are covered under your auto insurance policy.
The contents of your vehicle that are not permanently attached may be covered under your property insurance policy.
What is the difference between comprehensive and collision coverage?
Collision coverage is an optional coverage, designed to provide protection for your vehicle when damage occurs as a result of a collision with another object. This coverage may be purchased in addition to the mandatory coverage(s) required by law and is subject to a deductible.
Comprehensive coverage is an optional coverage, designed to provide protection for your vehicle for causes other than collision or upset. The comprehensive portion of your policy covers losses caused by things such as hail, flood, theft, fire, glass breakage, falling objects, missiles, explosions, earthquakes, windstorms, vandalism or malicious mischief, and riot or civil commotion. This coverage is also subject to a deductible.
What is CLEAR?
Canadian Loss Experience Automobile Rating. This system is designed to remove unfairness in auto insurance pricing (which still relies heavily on manufacturers' suggested retail price).
It rates cars for insurance purposes based on performance rather than on initial cost. Safety features such as air bags, premium tires, and anti-theft devices, which can add substantially to the price of the vehicle, may lead to reductions in insurance premiums since their use will reduce insurers' claim costs.
Visit http://www.ibc.ca/en/car_insurance/introduction/clear.asp for more information.
How does my car measure up on CLEAR?
Before making your next car purchase or lease, review the information provided by Insurance Bureau of Canada (IBC) to help you see how your car measures up. Visit http://www.ibc.ca/en/Car_Insurance/Buying_a_New_Car/HCMU.asp.
Can I cancel my policy mid term?
Yes, you can cancel your policy at any time. However, we do apply a short rate cancellation premium if you cancel any time other than your regular renewal. The amount depends on when during the term you decide to cancel.
If I'm renovating my home, should I let you know?
Yes. Always call a licensed insurance representative at 1-800-387-1963 prior to making changes to your home to ensure you're going to be adequately covered.
You may need additional coverage while renovating that you don't currently have. Also the value of your policy and coverage may be affected by changes you're making to your home.
Do I have coverage for sewer backup?
If you have Extended Water Coverage with your home insurance policy, then yes, you are covered. However, the amount of coverage will vary from person to person as you can choose the coverage level, limit, basis of settlement, and deductible that best suits your needs.
Call 1-800-387-1963 to discuss your coverage with a licensed insurance representative.
Is there a limit on coverage for jewellery?
There are new jewellery limits depending on the coverage type selected, however here is a chart for Homeowner policies:
Review your policy wordings carefully to make sure your coverage is adequate.
What is Classic coverage?
Classic - insures your property against perils or situations that are specifically listed in the policy, subject to certain exclusions as outlined in your policy.
What is Classic Plus coverage?
Classic Plus - insures personal property against perils or situations specifically listed in the policy (subject to certain exclusions) and insures building/dwelling against all risks of direct physical loss or damage, except those that are specifically excluded.
What is Prestige coverage?
Prestige - insures against all risks of direct physical loss or damage to building and personal property, except those that are specifically excluded.
ALE: what is it?
Additional living expenses. If your home is unfit to live in as a result of a covered loss, or you are required to leave while repairs are being made, we will pay any necessary additional living expenses you incur to maintain your usual standard of living. Your claims service advisor will help to make the necessary arrangements.
What is replacement cost?
Under your home policy, we will pay the actual cost to repair or replace your property with similar kind and quality (whichever is less) without any deduction for depreciation. The repair/replacement must occur within 180 days of the loss, otherwise we settle based on Actual Cash Value.
What is Guaranteed Replacement Cost?
This coverage ensures that even if the limit of insurance for the Dwelling is insufficient, we will pay the actual cost of repairs, even if it exceeds the amount listed.
This is applicable in a total loss situation and the client must insure their dwelling to 100% of the replacement value to qualify.
What is Guaranteed Replacement Cost and Single Limit?
This coverage combination gives both flexibility and peace of mind to our clients.
In the event of a total loss situation, the client maintains the Guaranteed Replacement Cost benefit on their Dwelling and the flexibility of Single Limit coverage for their Detached Private Structures, Personal Property and Loss of Use of Your Dwelling
What is tenant's insurance?
For people who rent their home, tenant's insurance includes liability coverage as well as coverage for their personal possessions.
What is condo insurance?
For people who own a condominium, condo insurance includes liability coverage, personal possessions coverage, as well as coverage for fixtures within the unit such as carpets or kitchen cabinets.
How do I make a change on my policy?
Email us. Indicate the changes you'd like made to your policy and when. We'll contact you within 48 hours to confirm your request.
Otherwise, call us at 1-800-387-1963 and speak to a licensed insurance representative.
Why would The Co-operators want to use credit score as a rating factor?
Credit score tends to reflect a client’s level of responsibility and behaviour when it comes to managing their finances. Actuarial analysis (including a recent study by
The Co-operators) shows a direct link between credit score and the frequency and severity of claims. By adopting this factor, we are able to more accurately rate individual clients by customizing rates and charging an appropriate rate for the risk. The good news is that clients with good credit scores will benefit by receiving the most competitive premium.
Which product lines will be affected?
Credit score will only be used on the rating of home insurance, except in the provinces of Quebec and Alberta where it is also permitted for auto insurance.
How do I benefit from The Co-operators using my credit score?
Using credit score as a rating factor gives us an opportunity to provide a more competitive premium to those clients with better than average credit scores.
Who will have access to my credit score?
The information exchanged with TransUnion travels through a secure data transmission channel. Your credit score is not visible to anyone in our offices and is automatically applied to the calculation of your premium. We enforce a strict set of policies regarding confidentiality and use of personal information.
I have been a client of The Co-operators for many years; doesn’t my payment and claims history still count?
Of course, and we will still use all relevant information to calculate your home insurance premium – including your payment and claims history. Credit score is simply one more factor added to the calculation.
What happens if I don’t want The Co-operators to use or access my credit score?
If you do not want us to access your credit score, we will respect your wishes. However, we will not be able to provide an accurate or competitive premium that reflects the risk we are insuring. As a result, you will not receive the best possible premium available. We will not refuse to provide a quote or coverage if you withhold permission to check your credit score.
Will The Co-operators credit inquiry affect my credit score?
No. The presence of a “soft” credit inquiry will not impact your credit score. A common misconception is that every inquiry decreases your credit score by a certain number of points. This is not true. All inquiries are recorded on your personal credit report to ensure you can become knowledgeable of the organizations using your credit information; however a credit score inquiry for insurance purposes will not impact your credit score.
How often will The Co-operators access and check my score for insurance purposes?
We will access your credit score once per year and apply that score to the renewal premium, along with all other rating factors we have used in the past.
Does the use of a credit score constitute a discriminatory practice?
No. We value integrity, accountability and transparency. We have conducted our own analysis and found no discriminatory links. Credit score is only a reflection of the person’s level of responsibility to meet their financial obligations. We are confident that using credit score is both a scientifically valid and ethical practice.
Are credit scores always accurate?
A study was conducted by the Public Interest Advocacy Centre (PIAC), and they found that 18% of people surveyed discovered some type of error in their report. Most of the errors had only a small impact on their overall score. TransUnion scores are based on the accuracy of the information collected from many other institutions; however, it is up to individual consumers to ensure the accuracy of their credit information. By law, upon request from the consumer companies like TransUnion must provide, at no cost, a complete account of all the information on your credit report “Consumer Disclosure”. Consumers can then address any issues that may have led to an inaccurate credit score calculation. There is a cost to the consumer to obtain their credit score (it is not included with the report). If all the information is correct on the report, and the consumer doesn’t want to pay to obtain their score, they could expect their score to be accurate since it is based on the information contained in the report.
Can I check my credit report and score?
It’s a good idea to request a copy of your credit report from a credit reporting agency at least once per year to verify that your personal information is up to date, that your financial information is correct and to ensure that you have not been the victim of identify theft. You can request a copy of your credit report and score at www.transunion.ca. You may also request a Consumer Disclosure which is a complete copy of your information, including all soft inquiries by mail.
What if I don’t have a credit score?
Some individuals (e.g. young adults) may not have a credit score due to a lack of credit history. If you do not have a credit score – or we cannot find a credit score for you – we will not apply a credit score rating factor to your home insurance premium. This means there will be no impact (up or down) on your premium.
How can I obtain my credit report and/or credit score?
You can check your credit report and score at www.transunion.ca. You may also request a complete copy of your information, excluding credit score, by mail. We use TransUnion as a supplier of credit scores. You can reach them at: 1-866-525-0262 or at www.transunion.ca.
What is an LIR?
A licensed insurance representative (LIR) is the person you will speak with when you call 1-800-387-1963. They are licensed professionals who have been trained to understand auto and home insurance products and find the coverage that best suits your needs.