FREQUENTLY ASKED QUESTIONS

Name
Address
Telephone Number
Driver’s License Number
Vehicle Plate Number

It is a requirement by law, to exchange the above information in the event of a collision. However, do not endanger your personal safety in an attempt to obtain this information. If possible, make a note of the plate number of the vehicle.

Time and date of accident, names of streets/roads/highways, weather conditions, brief description of visible physical damage to your vehicle, police report number, if applicable.

Yes, a Hit & Run report must be filed with ICBC within 24 hours of having initiated your claim with us.

Liability is the state of being liable (responsible). In a collision involving two or more vehicles, ICBC is solely responsible for determining liability for all vehicles insured within the province of British Columbia.

All auto policies incorporate a deductible of some description. One way of
looking at a deductible is “it’s the amount of insurance you have agreed to
first cover your home or car for”. Any amount beyond that agreed portion is
what we will cover.

Until liability has been resolved, you, as the insured, are responsible for paying your deductible. Unfortunately, the deductible is not dependent on fault. Your deductible is the amount on which you haven’t bought insurance and you are covered for damages above this amount. With respect to repairs to your vehicle, you can have repairs completed as soon as possible. Should liability be resolved in your favor by the time the repairs are completed, and the other parties insurance company confirms they will reimburse all costs associated with the claim, we will waive your deductible so you do not have to pay it. If liability is resolved in your favor and the other parties insurance company confirms they will reimburse all costs associated with the claim subsequent to that, we will reimburse you

If you have purchased optional Loss of Use coverage, the policy will provide
an amount of money available towards a replacement vehicle, regardless of
who is at fault. Your adjuster will be able to provide full details to you on
how this process works.

Your vehicle is considered a total loss when:

• Damage to the vehicle is so severe that it cannot be repaired safely, or
• Repairing the vehicle is not economically practical (cost to repair exceeds its market value), or
• Provincial regulations require us to do so based on the amount of damage the vehicle sustained in the accident.

When a vehicle is considered a total loss, we will:

• Pay the actual cash value of the vehicle(plus applicable taxes) less any deductible (see below on how we pay and how we determine the value)
• Take ownership of the vehicle. We transfer the title into our name, then sell the vehicle to a salvage buyer. The salvage is then applied to the claims file to reduce the exposure on the claim.

We will research comparable vehicles on the market and will consider several factors, including age, kilometres, make and model, fuel economy, and wear and tear.  The result of this process is the actual cash value of the vehicle. We work diligently to insure the value we determine is accurate and fair.

If your vehicle is a total loss and you have Loss of Use Coverage, your coverage will pay for your “Like Kind & Quality” rental vehicle (subject to your policy limits). Your claims adjuster will tell you when to return the rental when notifying you of your vehicle’s value. The amount of authorized rental time at this point will be limited, so you should begin shopping for a replacement car as soon as you learn your vehicle is a total loss.

If your vehicle is a total loss and you have Loss of Use Coverage, your coverage will pay for your “Like Kind & Quality” rental vehicle (subject to your policy limits). Your claims adjuster will tell you when to return the rental when notifying you of your vehicle’s value. The amount of authorized rental time at this point will be limited, so you should begin shopping for a replacement car as soon as you learn your vehicle is a total loss.

You should not remove a total loss vehicle from your insurance policy until you are no longer using a rental vehicle and your damaged vehicle is no longer registered in your name. In many provinces, you vehicle can be removed from your policy retroactive to the accident date.

Total Loss Checklist

• Remove your personal items from the vehicle. Don’t forget your sunglasses and garage door opener.
• Promptly complete any forms requested by your adjuster. This will help us handle your claims as quickly as possible.
• If your vehicle is at a tow yard, authorize the tow yard to release the vehicle to Definity Claims serving Family Insurance Solutions Inc.
• Gather your ownership documents (your adjuster will need them)
• Gather receipts for any out-of-pocket claim expenses (like tow bills) or recent improvements to the vehicle (like new tires or engine work).
• Gather up all keys for the car.