Fraud Prevention

The Fraud Game

This is a series of 8 articles desgined to raise conusmer awarenes on insurance fraud.

Fraud impacts insurance premiums paid by you, the consumer

There are serious consequences for rate evasion insurance fraud

‘Staged’ collisions are dangerous and costly for drivers

Fake auto insurance pink slip could land you in big trouble

Insurance con artists costs us all

Healthcare professionals taking advantage of auto accident victims

Tow truck and auto repair insurance fraud costs us all

Staged vehicle thefts steal from the pockets of honest drivers


Insurance fraud

Only a small number of people engage in insurance fraud in Canada, but it costs everyone.

Insurance fraud occurs when someone knowingly deceives an insurance provider for financial gain. From healthcare clinics and auto repair shops to policyholders who exaggerate or fabricate a claim, insurance fraud can involve a wide range of participants and occur in many different ways.

Protect yourself from insurance fraud

Insurance crime is an ever-increasing issue that impacts the price of insurance for all Canadians. Help protect yourself by learning about the signs of insurance fraud and what you can do to avoid becoming a victim.

 Tow trucks – Regulations vary across Canada around how tow truck drivers should conduct business, but all tow truck drivers should act ethically and professionally. If you’ve had an auto accident, first notify your insurance broker or Aviva at 1-866-692-8482. Then, before you agree to have your car towed, ensure that there are no warning signs of questionable business practices.

Fraud prevention tips:

  • Don`t necessarily choose the first tow truck driver who arrives at the scene of the accident. At a minimum, make sure they are licensed. If you have Roadside Assistance coverage, always use the tow truck company recommended by the dispatcher.

Some tow truck drivers get referral fees from auto repair shops and healthcare providers – this is a questionable business practice. A tow truck driver may pressure you into using their provider, but the decision is yours. No one can tell you where you have to receive medical treatment or have your vehicle repaired. Contact us to make sure the recommended vendor is reputable. Our Claims Advisors can also provide you with a list of vendors from our Premiere Network. Work done by these suppliers comes with a lifetime guarantee.

  • Carefully read all documents the tow truck driver asks you to sign. If the tow truck driver has not fully completed a form, do not sign it. If you have any questions about a form, call Aviva at 1-866-692-8482 – our Claims Advisors will help you understand what you’re signing.

Healthcare providers – Injuries resulting from an accident should be taken seriously, and it`s important that you receive treatment at the earliest opportunity from a qualified and accredited healthcare practitioner. Don’t be afraid to ask your healthcare provider questions and flag any suspicious activity to your Aviva Claims Advisor.

Fraud prevention tips:

  • Do not take referrals from tow truck drivers or auto repair shops. Go to your family doctor for a referral or choose a clinic from our Premiere Healthcare Network to ensure you receive the best treatment. All Premiere Healthcare clinics are independently accredited.
  • Trust your instincts. If something doesn’t sound or look right, it likely isn’t. 
  • Ensure that any forms you sign only list your actual symptoms and injuries. A healthcare provider may attempt to exaggerate or inflate your injuries in order to increase the amount of your claim. 
  • Call your Claims Advisor before signing a document if you have any questions or concerns. Some clinics may ask you to sign a release making you responsible for payment in the event that something is not covered by your insurance. It`s important to note that certain expenses are not covered under your insurance policy unless you have prior approval from your insurance company.
  • Do not accept any assistive devices before first confirming that you have coverage. Often, these items are not covered, and you may be forced to pay out-of-pocket.  

Staged collisions – Recently, there has been an increase in the number of staged accidents.  Fraudsters stage accidents in order to attempt to access a wide-variety of insurance benefits. If you suspect an accident may have been staged, notify your Claims Advisor. 

Fraud prevention tips:

  • Note any odd behavior. Was the accident just a fender bender but all the passengers in the other vehicle are complaining of severe injuries? Are they reluctant to have police attend the scene? Call local police if the other vehicle refuses to provide information about themselves, the vehicle, or their insurance.
  • Be aware of situations where the vehicle made contact with you when it was clearly avoidable. For example, the other vehicle waves you through even though they have the right of way. As soon as you begin moving, they dart forward and appear to deliberately cause the collision.
  • Record information about the other vehicle, including licence plate number and details about the passengers and the driver.  If you have a camera, take as many pictures of the scene as possible.
  • Note how many occupants are in the vehicle. Fraudsters try to add fictitious passengers to their claim after the accident in order to access more insurance money.

If you believe you have been the victim of insurance fraud, report it to Aviva immediately. With your help, we can do even more to identify and, in some cases, prevent incidents of fraud from happening.

What we're doing

How we’re protecting you

We`re stepping up the fight against fraud to keep insurance costs down. We have the largest number of dedicated resources in the country working to combat fraud and help keep insurance rates affordable for all Canadians. 

Our investigative teams use industry-leading technology to fight fraud at the front end, heading off potential problems before they take root and preventing fraud from occurring in the future.

We take fraud seriously and you should, too. If you have any information about potential insurance fraud, or circumstances that might involve fraud, please report it to Aviva immediately.

Frequently Asked Questions

1.     Who can call or email the Fraud Information Centre?
Anyone can contact the Fraud Information Centre including customers, claimants, brokers, anonymous callers, police officers, regulators, colleagues, vendors and others.
2.     During what times are phone calls answered?
The Fraud Information Centre phone number and email address are monitored 24/7. If someone calls between 11:00pm Eastern Time and 7:00am Eastern Time, they will be prompted to leave a message. In most instances, their call will be returned by 9:30am Eastern Time the following morning.
3.     Who will I be speaking with?
When you call the Fraud Information Centre you will be speaking with an Aviva Canada employee. 
4.     What happens with information provided to the Fraud Information Centre?
Every piece of information provided to the Fraud Information Centre will be recorded and reviewed by a member of our Anti-Fraud Management department. Depending on the circumstances, the information may assist in an existing case or may warrant and new case being opened.
5.     Can I remain anonymous?
Information from an anonymous source will be accepted; however, Aviva Canada cannot always guarantee that action will be taken as a result of information provided by an anonymous source.
6.     Do I receive any consideration for providing information? 
Consideration may be requested but is not guaranteed. Standard operating protocols must be followed.
7.     Does the centre service all of Canada?
The Fraud Information Centre accepts information about any potential fraud that has occurred or may occur, anywhere in the world, as long as it has a connection to Aviva Canada.
8.     What types of issues can people call in and provide information for?
The Fraud Information Centre accepts information about any type of potential fraud including; cheque issues, financial transaction issues, broker employee issues, broker principal issues, claim fraud, underwriting fraud or supplier fraud.
9.     Do I have to speak English?
No. If the member of Anti-Fraud Management who answers the phone does not speak your language, they will record your phone number and will call you back at a later time with a translator.