Having a car accident or experiencing damage to your property can be stressful but, filing an insurance claim shouldn’t be. We’re here to make the process as smooth as possible. Whether you have a new claim, questions about an existing claim or need more information before submitting a claim, our experts are here to guide you every step of the way.
What type of claim would you like to make to Aviva?
Auto insurance claim
Whether you've experienced an accident, damage, or loss, we're here to help. We'll guide you through repairs, rental cars, and any other support you need to recover.
Make an auto claim
If you have an auto claim, you can quickly and easily submit your claim online 24/7 or give us a call at 1-866-692-8482.
Make an auto glass claim
If your windshield or car window is damaged, book a repair with Speedy Glass, our trusted partner. You’ll be redirected to their site, and they’ll handle the claim details so you can drive away worry-free.
Towing
You are entitled to choose where your vehicle is towed, and you don’t need to sign anything at the accident scene. Towing, repair, and rental companies may ask you to sign a work order or other contractual documents at the scene. If this occurs, please call us at 1-866-692-8482 to help find the best towing, repair and rental options. Tow operators must accept all commonly used forms of payment.
Were you injured?
If you’re from Ontario, Alberta or Atlantic Canada, your auto insurance includes accident benefits coverage to help you recover from injuries from a motor vehicle accident, whether you were at-fault or not at-fault. If you have any questions, contact your claims adjuster.
Here’s a brief overview of the claim and treatment process.
- Choose your clinic - You can choose from our Premiere Healthcare providers, or you can choose your own clinic. Make sure that the clinic you choose deals with motor vehicle accident claims.
- Attend your chosen clinic - You’ll be asked by the clinic to complete forms that they require.
- Complete your initial assessment - Your clinic will perform this assessment to determine the treatment you require.
- Treatment plan - Based on your injury category, your healthcare provider will create a treatment plan and they should review it with you before you sign. Once you sign, it will be submitted to us for a decision.
- If your treatment is approved - You can book your appointments. Make sure you actively participate in your treatments as this is key to your recovery. Your clinic will bill us directly.
- If you’re feeling better - Continue with your treatment plan until it is completed.
- If you’re not feeling better - Please contact your claims adjuster and let your clinic know that you would like to explore other treatment options. We may schedule an insurer examination, which we will pay for, to determine if you require further treatment.
Property insurance claim
If your home or belongings have been damaged or lost due to an unexpected event, we’re here to support you. We’ll guide you through repairs and any other support you need to get back on track.
Make a claim online
If you have a property claim, you can quickly and
easily submit your claim online 24/7.
Make a claim by phone
Prefer to speak with someone? You can call us 24/7, and we'll
assist you through the property claims process.
Mitigation of loss or damage
It's important to take quick action to minimize any loss or damage to your property. This means doing things like covering broken windows, turning off water sources, or securing your home to prevent further issues. These simple steps can make a big difference in protecting your belongings and help us process your claim more efficiently. By taking these precautions, you ensure that we can provide you with the support you need as quickly as possible.
Ovation® insurance claim
Ovation® insurance claim
Report a loss anytime. We’ll respond quickly and connect you with expert professionals who specialize in claims for high-value homes, vehicles, and more.
Aviva Cyber Insurance for your household claim
Aviva Cyber Insurance for your household claim
We’re here for you if you suspect a cyber incident. We have a dedicated team of cyber experts ready to support you through any cyber event.
How to make a claim and what to expect
We're committed to helping you get things back to normal as quickly as possible. Depending on the size and complexity of your insurance claim, additional steps and investigation may be required.
Report your claim
You can file a claim anytime, online or by phone. We're here to help ensure that you get the support you need. Let us know what happened and when, and we’ll guide you along the way.
Work with our claims team
One of our claim professionals will review the details of your insurance claim. Depending on the type and size of your claim, we can handle it over the phone or send someone to assess your claim and provide an estimate (time and cost) for repairs.
Get back on track
We have a network of trusted vendor partners for repairs and other services. You can feel secure knowing we are working hard to get you back to normal as quickly as possible.
What you need before filing an insurance claim
Here's some helpful information to know before you file a claim.
You have repair options
For covered claims, you have the flexibility to choose your own contractor or opt for a cash settlement.
Alternatively, you can use our Preferred Vendor Network, which offers:
Aviva AutoCare Centres
Aviva AutoCare Centres are trusted, full-service auto repair facilities that prioritize personalized service and convenience. Bring us your vehicle after an accident, and we’ll be there to support you, offer a rental (if eligible) and provide a hassle-free auto claims experience to get you back on the road safely.
We’re here for what matters most
Our claims commitment
Auto Lifetime Warranty Guarantee1
Lifetime Guarantee on repairs by our Preferred Network Auto Repair Centres, for as long as you own the vehicle.
Home Lifetime Warranty Guarantee2
Lifetime Workmanship Guarantee on claim-related repairs to your home or business by our Preferred Contractor Network vendors, for as long as you own the property.
FAQ
Find answers to frequently asked questions about the claims process and more.
How do I know if my claim will be covered?
To determine coverage for a claim, we’ll conduct a thorough investigation, including the review of the policy documents to understand the specific terms, conditions, and exclusions. The cause and extent of the damage will be assessed and may require detailed documentation or an on-site inspection. Throughout this process, your claims professional will communicate with you to gather necessary information and ensure you understand the steps involved. We’ll provide a fair and accurate determination based on the policy coverage, while offering support and understanding during what can be a stressful time.
What is a deductible?
The deductible is the amount of money you agreed to pay out-of-pocket for a covered loss before the insurance begins to cover the remaining cost.
Should I make a claim and will it affect my premium?
Please contact your insurance representative to discuss the impact a claim may have on your policy.
How long will it take to settle and pay my insurance claim?
We’ll do our best to settle your claim and help you get things back to normal as quickly as possible. The time it takes to handle a claim depends on the type and size of the loss. In some cases, claims can be resolved over the phone. Your insurance professional will explain the claims process and give you a timeline for the claim settlement.
I had a car accident – what do I do next?
Here are some tips to ensure everyone’s safety. You can also find useful tips on the back of your insurance pink card.
- Make sure everyone is OK and determine if anyone requires medical attention.
- Move off the road as far as possible and activate your hazard warning lights to warn oncoming traffic.
- Call the police or ambulance if necessary.
- Gather and record details of the accident. Make sure to exchange information with the other driver, such as insurance information, driver’s licence plate number, contact information.
- Make a claim online or call us at 1-866-692-8482 to report your claim. You can also find these details on your insurance pink card.
- Remove personal items from your vehicle if it has to be towed.
- Know your rights. You are entitled to choose where your vehicle is towed and you don’t need to sign anything at the accident scene. Towing, repair and rental companies may ask you to sign a work order or other contractual documents at the scene. If this occurs, please call us at 1-866-692-8482 to help find the best options available for towing, repair and rental. Tow operators must accept all commonly used forms of payment.
Who should I contact for questions about coverages, claim settlement, or repairs?
Insurance representative
An insurance broker or agent is someone who helps you buy your insurance policy. They can help you to understand your coverages and provide general insights if you have or need to report a claim. Find my insurance representative
Adjuster (Claims Professional)
An adjuster is someone who guides you through the claims process. They will investigate to determine coverage and support you through the claims process. If you’re already working with an adjuster, reach out to them directly. If you need to make a claim, follow the steps below to get started.
Vendor
A professional contractor or repair shop helps you assess damages, estimate repairs, and assist with restoration or questions if you decide to work with them. If you’re already working with one, reach out to them directly.
How should I document damages and repairs?
If you choose to dispose of damaged items yourself: Before you dispose of any damaged items or start repairs on your own or with your contractor, it's important to document all the damages and itemize affected property. Make sure to take detailed photos and notes of everything. Our claims adjusters will be there every step of the way to guide you through the process to accurately assess the damage and provide a fair settlement for your loss. Thorough documentation is key to a smooth claims process.
The repair process
Our claims adjusters and restoration contractors are here to help! We'll conduct a thorough inspection of your property, documenting all damages with detailed photos and reports. This comprehensive report helps us determine your coverage and provide an accurate repair estimate.
Repair timelines: The duration of repairs can vary based on factors like the extent of damage, material availability, and weather conditions. We strive to complete repairs as quickly and efficiently as possible, keeping you informed throughout the process. Your peace of mind is our priority, and we are here to support you every step of the way.
Still have questions? Check out the rest of our FAQ.