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Auto and recreational vehicle insurance claims

We know how stressful an accident or loss can be. If something happens, you can file an insurance claim online, in the Desjardins Insurance Home-Auto app or by phone. We're available 24/7, and we'll guide you through the process until your claim is settled.

Online

From start to finish, each step of your claim can be done online or in the app.

Filing online takes about 10 minutes.

By phone

Call us if you need help filing your claim.

Filing by phone takes about 30 minutes.

1-888-776-8343  This link will launch your default phone software.

With your Desjardins Agent

If you bought your insurance through a Desjardins Agent, they can take care of your claim for you. Find their contact information in your online account or with our search tool.

Find your agent

Before you make a claim

Find out what you need to do and what information is required for each type of claim before you file.

Broken glass

If you have a chipped or cracked windshield or window, you don't need to contact us or file a claim.

  1. Make an appointment with one of our recommended auto glass repair shops. 
    Find a recommended repair shop
  2. Show them your auto insurance certificate. They'll contact us and we'll take care of the payment.

Do you have to pay a deductible?

If you're just getting a chip or crack repaired, you won't have to pay a deductible. But if you're getting an entire window or windshield replaced, you might have to. Because chips and cracks can get worse quickly, it's best to get them fixed as soon as you notice them.

Collision

Information to have on hand

  • Your insurance policy number
  • Police report number if there is one, especially if the accident happened outside of Quebec or if someone was injured
  • Accident report filled out by everyone involved

Download the accident report form (PDF, 209 KB) External link. This link will open in a new window.

or

  • Any other relevant information, like the contact information of the other driver, witnesses or the towing company, photos, description and location of the incident, and receipts for stolen or damaged belongings

If someone is injured

Contact the Société de l'assurance automobile du Québec (SAAQ), which is responsible for compensating victims of traffic accidents.

Go to the SAAQ website External link. This link will open in a new window.

Fire, theft or vandalism

Information to have on hand

  • Your insurance policy number
  • Police report or fire report number, if there is one
  • Any other relevant information, like the contact information of witnesses or the towing company, photos, description and location of the incident, and receipts for stolen or damaged belongings

If you also had belongings in the vehicle that were stolen or damaged, you have to submit 2 claims:

  • One with your auto insurance for your vehicle
  • One with your home insurance for your belongings

Learn more about home insurance claims

Weather event, collision with an animal or other incident

Information to have on hand

  • Your insurance policy number
  • Any other relevant information, like the contact information of witnesses or the towing company, photos, description and location of the incident, and receipts for stolen or damaged belongings

If you had a collision with an animal

If the animal weighs more than 25 kg, the Highway Safety Code requires you to report the accident to the police. You may be asked to provide a police report when you make your claim.

Incident involving your civil liability

Situations that might involve your civil liability

  • You're responsible for damage caused to someone else's property
  • You're responsible for injuries caused to someone who's not covered by the SAAQ

Information to have on hand

  • Your insurance policy number
  • Police report number, if there is one
  • Any other relevant information, like the contact information of witnesses or the towing company, photos, description and location of the incident, and receipts for stolen or damaged belongings

How do claims impact your premium?

Any claim can have an impact on your car or recreational vehicle insurance premium at renewal time. To know whether it's better to make a claim or pay for the repairs yourself, compare the repair costs to the deductible you'd need to pay.

However, if you have Accident-Free Protection coverage on your auto policy, your premium won't go up due to your first claim for an at-fault accident.

How long does it take to process an insurance claim?

Processing times vary for different types of claims. You can speed things up by adding details about the incident and supporting documents like photos, receipts and police reports as early as possible.

4 steps of the claims process

Select each step for more information or scroll down to see all the steps.

  1. Opening the claim
  2. Determining fault
  3. Assessing and repairing damage
  4. Payment

1. Opening the claim

You can open your claim online, in the Desjardins Insurance Home-Auto app or over the phone.

Whichever option you choose, you can:

  • Provide the information and documents required to process your claim
  • Check if your loss or damage is covered by your insurance
  • Choose a repair shop
  • Use the Photo-based estimate feature, if you're eligible, to share photos of the damage directly in the app instead of bringing your car to be assessed in person (not available for recreational vehicles)

Benefits of using one of our recommended repair shops

  • The shop has passed our extensive screening process
  • The shop communicates with us directly throughout the process
  • Repairs are guaranteed for as long as you own the vehicle and are insured with us

File online

Fill out the claim form online or in the app.

Description

File an online claim in 4 easy steps

min 57   seconds

Had a minor accident? Making a claim online or through our mobile app is quick and easy. Watch this video to see how it's done.

Transcript

File an online claim in 4 easy steps

Note: The information in brackets describes the audio and visual content of the video that is not dialogue or narration.

[Context: A cartoon explaining the advantages of filing an online car insurance claim and how it works. Throughout the video, a narrator reads the audio content.]

[On-screen text: How to file a car insurance claim online]

Did you know claims can be filed online or through our app?

[On-screen action: A hand holding a smartphone pops up. The phone bears the logo of the Desjardins Insurance Home-Auto mobile app.]

It's quick and easy.

[On-screen action: The smartphone is replaced by a hand snapping its fingers.]

You can file online or via the app if you're involved in a collision like an impact with a pole, tree or fence, or a fender bender.

[On-screen action: The background shows a red car backing up and crashing into a pole. Background changes. The red car is rolling along when a blue-green car crashes into its rear.]

[On-screen text: 1, 2, 3, 4]

You can submit your claim in four easy steps.

[On-screen text: 1. Log on]

One: Go online or log on to the app and create an account if you don't already have one.

[On-screen action: The background shows an electronic tablet with the logo of the Desjardins Insurance Home-Auto mobile app. A hand appears, with its index finger clicking on the app.]

[On-screen text: 2. Select type of claim]

Two: Select the type of claim you're making.

[On-screen action: The screen of the tablet changes to show a list of items. One of the items is highlighted in red.]

[On-screen text: 3. Describe the situation]

Three: Tell us what happened, where, and who was involved.

[On-screen action: The tablet shows an icon of two cars crashing head-on. The box beside the icon is checked.]

[On-screen text: 4. Book a body shop]

Step four: Book an appointment at one of our recommended body shops for an estimate. Or if you're eligible, save a trip by submitting photos to get the estimate. You'll receive a confirmation, and that's it.

[On-screen action: The car appears in a vehicle lift and is hoisted up to the top of the lift. Background changes to feature a hand holding a smartphone. The phone flashes as though a picture were taken.]

Filing a claim is that easy. And you can do it anytime, anywhere. Just another way we can get you back on the road quickly.

[On-screen action: We see the red car once again, driving off into the sunset. Birds appear flying along the horizon.]

Plus, we're always available to help guide you and answer your questions.

[On-screen action: We see a woman in a green business suit wearing a headset. She smiles and nods at the viewer.]

[On-screen text: Desjardins Insurance. Get started]

[On-screen legal text: Desjardins Insurance refers to Desjardins General Insurance Inc. in Quebec, to Certas Direct Insurance Company in Ontario and Alberta and to Certas Home and Auto Insurance Company, underwriter of automobile and property insurance. Desjardins TM, Desjardins Insurance TM, all trademarks containing the word Desjardins, as well as related logos are trademarks of the Fédération des caisses Desjardins du Québec, used under licence. Certain conditions, limitations and exclusions may apply.]

[End of transcript]

Download the Desjardins Insurance Home-Auto app

File by phone

Call us if you need help filing your claim. We're available 24/7.


2. Determining fault

We determine who's at fault for the incident using the documents and information provided to us. Depending on the type of claim and how complex it is, we may contact different people:

  • People who were injured or had their property damaged
  • Witnesses
  • The police, if they were involved
  • The other driver's insurance company

For car accidents in Quebec, we determine fault using the Direct Compensation Agreement for the Settlement of Automobile Claims from the Groupement des assureurs automobiles (GAA).


3. Assessing and repairing damage

The damage assessment determines:

  • Whether your vehicle can be repaired or not
  • How long the repairs will take

If the repairs cost more than your vehicle is worth, your vehicle will be declared a total loss and won't be repaired.

With a recommended repair shop

The shop assesses the damage and sends the repair estimate to us. We work with the shop directly and we also get you a replacement vehicle if your insurance covers it.

With another repair shop

One of our appraisers goes to the shop to assess the damage.

Once you get authorization from us, you can contact the shop to start the repairs. Call us if you're not sure if your insurance covers a replacement vehicle.

If you use the Photo-based estimate feature

After submitting your claim, you'll get a text or email inviting you to send photos of the damage within 48 hours. To send us the photos, download the Desjardins Insurance Home-Auto app and follow the instructions.

The repair shop you chose will provide a repair estimate based on the photos and contact you to set up an appointment.


4. Payment

With a recommended repair shop

  • If you have a deductible, you pay it at the shop
  • We pay the rest of the repair costs covered by your policy

With another repair shop

  • If you have a deductible, you pay it at the shop
  • For the remaining repair costs covered by your policy, we send you a cheque that must be endorsed by all beneficiaries before being given to the shop

Total loss or theft

If your vehicle is stolen or declared a total loss, contact us to verify your coverage and what benefits you'll receive. Once we receive all the documents we need to process your claim, we send a payment.

Incident involving your civil liability

If you're found liable for injuring someone or damaging their property, we send the person a letter called a release notifying them of the final amount they'll receive. They must sign and return the release before the claim can be closed.

File a claim for your car or recreational vehicle

From start to finish, each step of your claim can be done online or in the app.

With your Desjardins Agent

If you bought your insurance through a Desjardins Agent, they can take care of your claim for you. Find their contact information in your online account or with our search tool.

Find your agent

Get coverage designed for your vehicle

Cars

Choose car insurance coverage that fits your needs to ensure you're protected in case of a claim.

Recreational vehicles

Whatever your favourite pastime, we have you covered with insurance for motorcycles, snowmobiles, RVs and more.

FAQ

How do I know if I get my insurance directly from you or through a Desjardins Agent?

If your policy number starts with X or F, you get your insurance through a Desjardins Agent. To find their contact information, file a claim or manage your insurance, go to My account.

Log in to My account

If your policy number starts with D or A, you get your insurance directly from us. To file a claim or manage your insurance online, use our Online Services platform.

Log in to Online Services

How can I track the status of my claim?

To check your insurance claim status, contact your claims advisor or call us at 1-888-776-8343  This link will launch your default phone software. If possible, have your file number on hand.

How do I see what's covered by my insurance policy?

There are 2 ways to check your insurance coverage:

  • Log in to Online Services or the Desjardins Insurance Home-Auto app to access your insurance policy

Log in to Online Services External link. This link will open in a new window.

Does my insurance cover a courtesy vehicle while mine is in the shop?

It depends on what coverage you have. For example, if you have Travel Costs (Endorsement 20a), we cover your costs up to $3,000 if you have to rent a vehicle while yours is getting fixed.

Call us at 1-888-785-5502  This link will launch your default phone software. if you have questions.

Can I fix or cancel a claim if I made a mistake when filing?

Yes. You can fix or cancel your claim with us over the phone. Contact your claims advisor directly or call us at 1-888-776-8343  This link will launch your default phone software.

Contact us

Client Relations Centre

Monday to Friday: 8 AM to 8 PM
Saturday: 8 AM to 4 PM 

1-888-277-8726 This link will launch your default phone software.