A car accident is stressful enough without the added worry of dealing with an unethical tow truck operator. Unfortunately, a small number of bad actors in the towing industry regularly attempt to commit fraud, leading to inflated costs, unnecessary delays, and lengthy claims experiences for customers.
In Ontario, the Towing and Storage Safety and Enforcement Act (TSSEA)1 was established to help improve oversight and protect consumers from unfair practices, such as overcharging and fraud in the towing and vehicle storage industry; however, it has become apparent that a lack of fee schedules and insufficient enforcement resources have allowed predatory towing practices to persist.
Due to predatory tow practices, Aviva has seen a significant increase in towing costs and staged accidents, leading to close engagement with Ministry of Transportation (MTO) in the issuance of complaints.
How to protect yourself and your vehicle
Predatory towing can drive up costs, delay your insurance claim, and even expose you to fraud. Fortunately, there are crucial steps you can take at the scene of an accident to protect yourself and ensure a smoother claims process:
- Read before you sign: Never allow yourself to be pressured into signing a document you don’t fully understand. Many times, a tow operator will present a work order that gives them consent to repair the vehicle, not just tow it.
- Take photos and gather information: If you do sign something, take a picture of the document. Also, take photos of the accident scene and both the tow truck and tow truck driver’s information. Note the name of the company and where they are taking your vehicle.
- Call for guidance: Contact your insurer or your broker as soon as possible from the scene. We can direct you to an Aviva-approved, preferred repair shop, which can help prevent unnecessary costs and delays.
- Report unfair practices: If you have an unprofessional experience with a tow truck operator, you can file a complaint with the Ministry of Transportation in Ontario via their complaint portal. Aviva also logs complaints to help the government identify bad actors.
By being informed and prepared, you can navigate a stressful situation with confidence. Our teams are here to support you every step of the way, making sure your vehicle gets to the right place and your claim is handled as efficiently as possible.
Learn more about towing fraud
Video on staged collisions
https://www.youtube.com/shorts/yb-La_De6wY
Know your rights when getting a tow
https://www.ontario.ca/page/know-your-rights-when-getting-tow
Repair and Storage Liens Act
https://www.ontario.ca/laws/statute/90r25
