The answer

No one can solve this problem on their own. Everyone has a role to play. Learn more about what you can do and what you can expect insurers and your government representatives to do on your behalf.

Recognize and report

Prevent, detect and respond

Act swiftly

The role of consumers

Becoming insured

Before handing over any money, make sure you’re dealing with a reputable, licensed, insurance broker or agent.

Ways to tell if it's not legit


If a deal seems too good to be true, it likely is.

Call the insurer listed on the policy to ensure that the premium you have been quoted is correct and that they have a record of your application.


They ask you to pay your premium in cash.

A reputable insurer or broker will likely ask for a cheque or credit card to cover your premium.


You do not receive a valid insurance card or a copy of your policy from your insurance provider.

Insurers will always provide you with documentation once a policy is properly set up


Meetings only take place in public venues like coffee shops or your home.

Insurance brokers and insurers will have branded websites and/or an office


A friend refers you to someone who can get you cheap insurance.

In turn, your friend gets a fee for referring you. A licensed insurance professional will not ask for, or take, any referral fees.


A car dealership offers to arrange for you to get cheap insurance.

This is a banned business practice.

After an accident

Trust your instincts. If you suspect an accident may have been staged, notify your insurance company immediately.

Signs of a staged accident


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 passengers in the other vehicle refuse 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.

This includes the 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.

After an accident

Towing your ride. Know your rights when dealing with tow truck operators.

Know the tow


Insurance first.

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 insurance company


Make sure they’re licensed.

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. Contact your insurer who can recommend a reputable tow truck company


Say 'no' to peer pressure.

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 your insurer to make sure the recommended vendor is reputable.


Don't be afraid to ask questions.

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, contact your insurer who will help you understand what you're signing.

Getting treatment

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 insurer.

Need a second opinion


Do not take referrals from tow truck drivers or auto repair shops.

Go to your family doctor for a referral or choose a clinic recommended by your insurer to ensure you receive the best treatment.


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 policy. 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.

The role of insurers

Aviva Canada takes a zero tolerance approach to fraud to protect our honest customers

Fraud management

Building on already strong capabilities, Aviva Canada has stepped up its tough approach to tackling fraud with more dedicated resources and an investment in technology that aims to identify and anticipate fraud before it happens.

Defensible claims program

We're leading the way to defy nuisance settlements in auto liability, defending our customers in their time of need and removing the fear of uncertainty when they're the target of a claim or lawsuit.

Just over 80% of our auto claims result in minor injuries to third-party claimants and of these, 93% of the claimants eventually accept they don't have a serious injury and drop their claim.

Consumer education

Aviva continues to dedicate resources to raise public awareness and educate consumers on how to protect themselves from becoming victims of fraud.

Fighting for reform

We’re active in our efforts to reform the auto insurance industry, working with governments, regulators and other insurers to fix the system and keep cost down.

The role of government

The government has a role to play in combatting fraud to protect consumers. Here’s what can be done:

New fraud offences

Government can establish a new set of provincial insurance fraud offences.

Public fraud database

Government can support a public database that will provide current data on fraudsters and require insurers to report fraud into the database.