Your Responsibilities as an Alberta Auto Insurance Customer
As an auto insurance customer in Alberta, you have three main responsibilities: ask questions and keep your insurer informed, report accidents and claims with complete and accurate details as soon as possible and work in good faith to resolve any dispute. Doing your part helps you get the right coverage at a competitive price and helps your claim move along smoothly.
What Are My Responsibilities as an Insurance Customer?
Your insurance company, broker or agent has duties to you. You have a few to them, too. Here’s what AIRB says Albertans can do to get the most from their coverage.
- Ask Questions and Share Information
Ask questions about your policy. To get the best coverage at a competitive price, make sure you understand your policy. If something isn’t clear, ask your insurance company, broker or agent to explain it.
Keep your insurer informed about changes. If your circumstances change, let your insurance company, broker or agent know. This helps make sure your coverage still fits your situation.
- Report the Facts
Report accidents and claims with complete and accurate details, as soon as possible. A quick, honest and complete report gives your insurer what it needs to handle your claim.
- Work Toward Resolving Disputes
If you and your insurer disagree, you can help get things sorted out by:
- Approaching the process in good faith. Go in willing to find a solution.
- Providing information promptly. When you’re asked for documents or details, send them quickly.
- Staying open to recommendations. If an independent mediator is involved, be open to what they suggest. Independent ombud services are free. They help both sides find common ground instead.
How Can I Make a Dispute Easier to Resolve?
These are some practical tips if you ever need to raise a concern with your insurer:
- Speak up early. Ask your insurer for an explanation as soon as possible. If it’s addressed early, many problems can be sorted out easily.
- Keep copies. Hold on to all correspondence and official documents you send to the company.
- Write things down. After a call or meeting, note the date and the name of the person you spoke with. Then send a confirmation letter which spells out what was agreed and when.
- Be clear and organized. Explain the problem, why it’s a problem and what outcome you’d like. Put the facts in a logical order, include copies of relevant documents and avoid unnecessary detail and repetition.
- Start with your adjuster. Ask what’s delaying your claim and work toward a plan to get it back on track. If it doesn’t work, you can go to the adjuster’s supervisor, then the insurer’s complaint liaison officer or ombudsperson.
Why Do My Responsibilities Matter?
Insurance works best when both sides share clear, accurate information. When you understand your policy, keep your insurer updated and report claims fully and promptly, you help your insurer serve you well. And when you know your rights and responsibilities together, you’re in the best position to get a fair outcome.
Need More Information?
You can learn more about your responsibilities at:
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Frequently Asked Questions
What are my responsibilities as an auto insurance customer in Alberta? Ask questions about your policy, keep your insurance company, broker or agent informed of changes, report accidents and claims accurately and as soon as possible and take part in good faith in any dispute resolution.
When should I report an accident or claim? As soon as possible, with complete and accurate details.
Why should I tell my insurer when my circumstances change? It helps make sure your coverage still fits your situation.
What should I do if I disagree with my insurer? Ask for an explanation as soon as possible, keep records and work with your insurer’s complaint process in good faith. If it isn’t resolved, free independent ombud services can help mediate.
What records should I keep? Copies of all correspondence and official documents you send to your insurer, plus notes of any calls or meetings (date and the name of the person you spoke with). After a call or meeting, send a confirmation letter which spells out what was agreed.
What is the General Insurance Ombud Service? An independent service which helps with claims disputes between customers and insurance companies.
Does it cost anything to use the General Insurance Ombud Service? No. It’s free.
Can an ombud service order my insurer to settle my claim? No, they mediate settlements.