General insurance knowledge centre

Insurance is a safety net to protect you and your family’s financial well-being in the case of an unexpected loss. It is a legal arrangement that guarantees support in the event of a covered accident or incident.

We offer home insurance and auto insurance.

Yes, by provincial governments whose role it is to ensure fairness and quality in the industry.

Having a car accident or experiencing damage to your property can be stressful. That’s why we help make it easy for you to report a claim 24/7 and get the services you need.  You can make your claim in whatever way suits you best:

A link for unsubscribing from this service is provided in the emailed quote that you request. By clicking on this link, it will be understood by Aviva Agency Services that you no longer require this service.

In Canada, you can’t drive without it. You must be insured for¹:

• Liability (if you cause an accident and someone sues you)
  
• Accident benefits (if you or someone in your vehicle is hurt in an accident)
  
• Unknown/uninsured motorist (if you’re involved in a hit-and-run)
  
• Direct Compensation for Property Damage (DCPD): Covers damage to your vehicle or its content incurred from an accident that wasn’t entirely your fault or was not your fault at all. (If you’re in Ontario, you have the option to remove DCPD coverage. You may contact your insurance representative to find out more and any impacts this may have on your coverage.)

After that, the options vary by province and customer need. Some options include¹:

• Specified Perils: This covers the cost to repair or replace your vehicle if it’s damaged by fire, theft, lightning or other rare but specific incidents
  
• Comprehensive Insurance: This covers the same as specified perils plus vandalism, falling or flying objects and more. Ask us for the complete list.
  
• Collision or Upset: This covers the cost to repair or replace your vehicle if it’s involved in a crash or if it rolls/tips over.
  
• All Perils: This is the broadest optional loss or damage coverage you can get through us, as it combines collision or upset, comprehensive and more.

For details on these and other options, visit our auto insurance page.

Yes, as long as they have a valid licence and you give them permission to drive the vehicle. All licensed drivers in your home must be listed on your policy, no matter how often they drive.

You must have a minimum amount of coverage that is mandated by your provincial government, but many drivers opt for more than the mandated minimum. For example, if you are in an accident in which you damage someone's property and they successfully claim $700,000 in damages, but your policy only covers you for a maximum of $500,000 in damages, then you are responsible for $200,000.

Insurance companies are required to assign a percentage of fault to every driver in an accident. It’s possible to be in an accident and be considered "not at fault" (0%), "partially at fault" (1-99%) or “at fault” (100%).

Fault is calculated by using the fault determination rules that are applied by your insurance company.

"No-fault insurance" means that if you are injured or your vehicle is damaged in an accident you only have to contact your own insurance company, not the other drivers’ insurance company. This settles claims quicker and with less hassle.

First introduced in 2004 by the Alberta Government, the Grid Rate Calculator regulates car insurance rates within the province. Insurance companies cannot charge more that the maximum rate for basic coverage. This basic coverage includes Third Party Liability and Accident Benefits. The majority of drivers within the province pay less than the listed grid premiums.

Insurance companies consider a variety of things to make sure you’re getting the best price possible, including:

• The coverage you need and the deductible(s) you choose
• Your vehicle year, make and model
• How you use your vehicle (i.e., pleasure, commuting or business) 
• How far you drive each year
• Where you live
• Your driving experience and the experience of any other drivers you’re also insuring

There are a few ways you could save on car insurance:

• Build a consistent accident and conviction-free track record
• Review your policy yearly to take advantage of available discounts
• Increase your deductible
• Combine your car and home insurance
• Sign up for Aviva Journey and get rewarded for safe driving (only in Ontario)
• Drive less and take public transit when possible

If eligible, you can purchase a Disappearing Deductible for your automobile where you can reduce your deductible by 20% a year by maintaining a claim-free file. After five years in a row without a claim, your deductible will completely disappear.

Home insurance provides peace of mind that you are protected against the unexpected.

Home insurance coverage can include general and specific kinds of damage to your home. You can also purchase insurance to cover a condominium, rental, or other kind of property or valuables found in your home.

Because you probably own more than you think you do, even if you don’t own a house. And replacing it all would be more expensive than you think, from furniture to clothes to electronics.

A 20% reduction of your deductible for every year you don't make a claim. After five years, the deductible will be gone but your premiums will stay the same. Should you make a claim, your deductible will go back to its original amount.

This is a highly personal question that depends on your comfort level. Please contact one of our skilled agents so that they can customize a solution that works best for you.

Insurance companies consider a variety of factors to calculate the cost of your house insurance, including:

• The coverage you need and the deductible(s) you choose
• Property location
• 24/7 monitored security system
• Age of your house
• Type of your building (i.e., detached, semi, row, townhouse)
• Construction material (i.e., brick, stucco, wood, etc.)
• Type of electrical and heating system
• Proximity to a fire hydrant or fire station

Having a car accident or experiencing damage to your property can be stressful. That’s why we help make it easy for you to report a claim 24/7 and get the services you need.  You can make your claim in whatever way suits you best:

We want to help you get things back on track. To help us assist you more quickly, please provide any necessary information from the list below.

Provide the details applicable to the type of claim you are reporting:

•  Your policy number
•  Contact information (phone numbers, email address, etc.)
•  Photos or videos of any damage or the accident scene
•  Police report (if one was made) 
•  Names and contacts of any service providers you used to assist you (i.e., tow truck operators, roofing contractors)
•  Invoices/receipts for any out-of-pocket expenses you may have as a result of the incident
•  Details of the accident and names of any witnesses or passengers
•  Information on the other driver, including name, address, contact numbers, driver’s licence number, vehicle information, and insurance information  
•  A detailed inventory describing the damage to your home or personal belongings. If there was a theft, provide a detailed list of stolen items and include receipts, photos, etc.  

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.

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.

Please contact your insurance representative to discuss the impact a claim may have on your policy.

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. 

Your claims professional will walk you through all the details of your claim and coverage, including how we work out the amount that is paid to you for your claim.

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.

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.

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.

You can choose your own vendor for vehicle repairs. Or, you can choose a qualified repair shop from our Preferred Vendor Network and benefit from:   

•  A network of preferred accredited facilities in your community. 
•  Expedited repairs to your vehicle.  
•  Quality repairs and our lifetime guarantee for their work as long as you own the vehicle. Terms and conditions apply. 

You can select your own qualified contractor for your home repairs. Or, you can choose a qualified contractor from our Preferred Vendor Network and benefit from:  

•  A network of approved restoration specialists in your community.
•  Repairs done timely and professionally, with contractors monitored and measured by our claims team.
•  Quality repairs and our lifetime guarantee for their work as long as you are the owner of the home.  Terms and conditions apply. 

At Aviva, we offer a reliable, hassle-free claims experience by using a network of preferred vendors. These vendors have to meet specific quality and customer service criteria and are screened regularly to ensure they are equipped to serve you best. The advantages of tapping into our Preferred Vendor Network include quality service, efficient claims handling, reduced repairs, and streamlined billing and payment. 

Yes, most policies cover detached structures on your property, but it's important to confirm this with your Claims Professional. 

Your settlement will depend on the extent of damage and your policy's specific limits. Your claims professional will be able to help answer any questions you may have.

Actual cash value (ACV) is the monetary worth of the damaged or lost item, taking into account its age, condition, and depreciation. 

Replacement cost refers to the cost to replace a lost or damaged item with another one similar in kind and quality.  

Personal property coverage often extends to items you take with you when traveling. It’s a good idea to check the specifics of your policy with your claims professional.

To ensure that you are properly protected, items like jewelry, art, and collectibles may require additional coverage beyond the standard policy limits.

Most personal property policies will cover the removal of trees from a damaged building or insured structure as a result of wind or other insured causes. However, removal of debris may be limited, so it’s important to confirm your specific coverages with your claims professional.

Typically, most personal property policies exclude coverage for debris cleanup resulting from fallen trees because of wind. To confirm your specific coverages, reach out to your insurance representative or claims professional. 

Most personal property policies provide coverage for freezer food losses due to power outages or other causes. Your policy will specify whether a deductible applies, and you can confirm your specific coverages with your claims professional. If you experience a power outage, it’s a good idea to keep your freezer closed.

•  Install smoke detectors: Protect your loved ones by installing smoke detectors on every level of your home, especially near bedrooms. Test them monthly and replace batteries at least once a year to ensure they are always ready to alert you.
•  Maintain electrical systems: Regularly check electrical cords and outlets for wear and tear. Avoid overloading outlets and use surge protectors to prevent electrical fires.
•  Practice safe cooking: Cooking is a joyful activity, but never leave it unattended. Keep flammable items away from the stove and use a timer to remind you when food is cooking.
•  Use heaters properly: Keep space heaters at least three feet away from anything that can burn. Turn them off when you leave the room or go to bed to keep your home safe.
•  Use fire-resistant materials: Whenever possible, use fire-resistant materials for home construction and furnishings to add an extra layer of protection.
•  Take out lithium-ion batteries: When possible, remove rechargeable lithium-ion batteries when devices are in storage or not being used for an extended period. 

•  Evacuate immediately: Your safety is the top priority. Leave your home immediately if there is a fire. 
•  Stay low: If there is smoke, stay low to the ground to avoid inhaling it. 
•  Use a safe exit: Use the nearest safe exit. If doors are hot to the touch, use an alternate route to ensure your safety.
•  Call 911: Once you are safely outside, call emergency services. Help will be on the way.
•  Do not re-enter: Never go back inside a burning building. Your safety comes first.

•  Perform regular inspections: Regularly inspect your home for signs of leaks, such as water stains on ceilings or walls, and address them promptly. Preventing damage early can save you from bigger issues later. Consider installing water or moisture monitoring alarms.
•  Maintain gutters and downspouts: Clean gutters and downspouts regularly to ensure proper drainage and prevent water from pooling around your home’s foundation. This simple task can protect your home from significant damage.
•  Install sump pumps: Consider installing a sump pump in your basement to prevent flooding. Ensure it is maintained and functioning properly and that you have a battery backup to keep your home dry and safe. 
•  Seal cracks and gaps: Seal any cracks or gaps in your home’s foundation, walls, and around windows and doors to prevent water intrusion. 
•  Practice proper landscaping: Ensure your yard slopes away from your home to direct water away from the foundation. 
•  Monitor while travelling: If you’re away for an extended period of time, ensure that someone is checking in on your residence regularly or that you have another way to monitor it for water escape. 
•  Clear floor drains: Ensure all floor drains are kept clear and unobstructed.

•  Install Quality Locks: Use high-quality deadbolt locks on all exterior doors. Ensure windows also have secure locks.
•  Use Security Systems: Install a home security system with alarms, cameras, and motion detectors. Display signs indicating the presence of a security system to deter potential intruders.
•  Use Outdoor Lighting: Illuminate entry points and pathways, and consider motion-activated lights for added security. 
•  Secure Valuables: Keep valuables in a safe or secure location. Avoid leaving expensive items in plain sight or unattended in vehicles to protect your belongings.
•  Take Travel Precautions: When travelling, make your home look occupied. Use timers for lights, have a neighbor collect mail, and avoid posting travel plans on social media. Ensuring your home appears lived-in can deter potential burglars.

While insurance policies provide broad coverage, sometimes, you might need more than what’s included in the standard policy. An insurance rider or endorsement allows you to customize your existing policy by adjusting or expanding your coverage to better suit your individual needs. You could modify your coverage for specific items, situations, or risks not included in the standard policy and add protection for things like high-value items, unique circumstances, or additional perils. 

To register for MyAviva, click here.

FYI: You would have received an invite to register for MyAviva in the payment confirmation you got after quoting online or in our follow-up email (check your inbox).

Registration is simple. You will only need to provide your active (in-force) policy number and personal information like your name, date of birth, and postal code to sign up.
Once you’ve signed up, we will send a confirmation email with a link to activate your MyAviva account.

Please note: The details you provide during registration will need to match the information we have on file for you (check your policy document).

Having a car accident or experiencing damage to your property can be stressful. That’s why we help make it easy for you to report a claim 24/7 and get the services you need.  You can make your claim in whatever way suits you best:
 

Car accidents are unexpected and unfortunate for everyone involved, but here is what you can do to ensure the best possible outcome for you and your family:

To begin with

• Stay calm; make sure you and your passengers are okay and determine if anyone requires medical attention.
• Move as far off the road as possible but stay at the scene of the accident. Warn oncoming traffic by activating your hazard warning lights.
• Call the police or ambulance, if necessary.

Gather information

• Collect the following information from the other party or driver involved in the accident:
  • Driver’s licence number
  • Vehicle year, make, model and plate number
  • Auto insurance details such as company name and policy number
• Photos of the accident scene (if it is safe to do so)
• Name and contact information of any witnesses and passengers
• Police information (name, badge and report number, if any charges laid)

Claims

• Call us right away at 1-866-692-8482 to report the claim or get in touch with your advisor. 
  
• You can also submit a claim on MyAviva. Simply log in and go to My policy details > View details > Submit a claim to get started with the claims process.
  If you haven’t already, click here to follow the simple process to register for MyAviva.
  
• If you’re a resident of Quebec, you can complete the Joint Report, which will help you in collecting the information needed to process the claims when an accident occurs involving one vehicle with no injuries.

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.

Note: Remove any personal items from your vehicle if it needs to be towed.

You will also find helpful tips on the back of your Aviva auto insurance pink slip.

MyAviva gives you the convenience and flexibility to access your policy information at any time, securely. With MyAviva, you can:

• View or download your policy documents
• Check billing updates
• Make a payment
• Review your coverages
• Request a pink slip, and more—all in one place.

Signing up is simple; you only need to have your policy number on hand to get started.

Unfortunately, you cannot.

You need to have an active (in-force) insurance policy with Aviva Direct in Ontario, Quebec, or Alberta, to be able to register for a MyAviva account.

Your policy number starts with a ‘W’ and can be found on your insurance liability card (pink slip), policy declaration or coverage summary page, or your latest billing statements.

If you are unable to locate your policy number, please call 1-855-788-9090 to speak with one of our insurance representatives.

Unfortunately, you cannot modify your personal information through MyAviva.

We require the most up-to-date information about you; personal data like your email address and date of birth helps us authenticate you as a policyholder. As such, if you want to make changes to your personal information on file, we encourage you to call 1-855-788-9090 to speak with an Aviva Direct advisor.

Unfortunately, you cannot cancel your policy online. Please call 1-855-788-9090 to speak with an insurance representative to discuss your cancellation.

If you don’t remember your password, please click ‘I forgot my password’ link on the MyAviva login page. Once done, you will receive a secure email with a link to reset your password. Should you require assistance, please call 1-855-788-9090 to speak with an Aviva Direct advisor.

If your MyAviva account is locked following many failed log in attempts, an email will be automatically sent to your inbox with a link to unlock your account. Please follow the instructions in the email to recover your account. Should you require assistance, please call 1-855-788-9090 to speak with an Aviva Direct advisor.

The details you provide while registering for MyAviva will need to match the information we have on file for you (check your policy document). If you’re having trouble signing up, please call 1-855-788-9090 to speak with an Aviva Direct advisor.