Reviews

This profile includes reviews for Intact Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Intact Insurance

  1500A - 700 University Ave Toronto, ON M5G 0A1

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  Intact Insurance

  400 - 2255 Sheppard Ave E North York, ON M2J 4Y1

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  Intact Insurance

  64 Fordhouse Blvd Etobicoke, ON M8Z 5X7

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  Intact Insurance

  PO Box 4254, STN A Toronto, ON M5W 5S6

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  Intact Insurance

  1100 999 West Hastings St Vancouver, BC V6C 2W2

Review Details

• Review fromVal

  Date: 19/02/2024

  1 star
  Clearly the Intact Insurance business model has changed and not for the better. We've been a client for well over 20 years. we weren't happy when they took our broker away whom we'd been dealing with for years and understood our needs, and assigned our policy to a 800 number or whomever answered the phone. Service now is lackluster at best.
  Issue #1) Recently we had a roof claim from a very major hail storm. The Insurance Adjuster assigned the roofing company and the roof was completed last summer. We have made several requests for service and the roofing company ignores us. This spring we will have water leaks in at least two places and the roofing company will not return our calls. They also promised to reimburse the cost of repositioning our satellite and have not done so after we submitted our invoice. Intact has closed our claim. Now what do we do?
  Issue #2) Our policy which covers all vehicles and our home renews in late March. The renewal documents were emailed to us in late January. Upon review, we identified the need to increase the liability limits on the policy so we called the assigned broker and requested the change. Imagine our surprise, when the new policy arrived with a $55 additional change fee assessed. Considering we added to the policy we feel the charge is nothing but a money grab. Whatever happened to customer service? Used to be our agent would call to discuss our policy and make suggestions about things we should be aware of and review the policy to be certain we were adequately covered.
  We called to complain and the person we spoke to indicated the fee was their standard policy. We asked for the call to be escalated to management and are still awaiting a response a week later.
  Whatever happened to communicating with clients to inquire in advance of issuing renewal documents if there were any changes, whether additions or deletions?
  Horrible customer service. Who can help us mitigate this situation?

  Intact Insurance

  Date: 05/03/2024

  Claims Concerns:

  
  

  The customer had made a complaint regarding workmanship issues on the roof. Our claims management team reached out to the customer and acknowledged that the customer had some concerns regarding the repairs completed to their home. As the customer used one of our **** vendors to complete the repairs, they have a lifetime guarantee on any workmanship related issues from those repairs. Claims management is willing to facilitate the issues with the vendor directly, so we can ensure that they are contacted, and they follow up. A copy of the invoice related to the recalibrating of the satellite system has been requested. Once received, claims will reimburse the customer right away. Claims management has advised that the issue has been discussed and a solution has been provided.

  
  

  UW Concerns:

  
  

  - The client contacted their broker after having been switched to ********** after her previous broker’s business relationship with Intact concluded
  
  - The client initially requested a policy change from $1 million to $2 million liability and was quoted $55.00 as the policy change increase
  
  - The client interpreted her documentation as $55.00 being a service fee charge for processing a change, and not the policy change increase as a result for increasing her coverage
  
  - We contacted the client and clarified the former rather than the latter, to which she understood
  
  - The client also requested we switch her brokers; we advised we were unable and pointed her to the list of Intact-brokers available and why we are unable to switch her policy directly to another broker without client intervention
  
  - Client understood and closed her complaint

  
  
  

• Review fromCraig W

  Date: 02/02/2024

  1 star
  Just switched to Intact a couple months ago. I got into an accident Jan 9th, 24 and they advised it is probably a write off. All the paper work told me to have my plates and belongings removed from the vehicle by Jan 11, 24 and it would be retrieved from the tow yard as it wasn’t driveable, Jam 12, 24. Anything after that, i would be responsible for fees. Its Feb 2nd, 24 and the car is still in the yard. Almost impossible to reach or hear back from my adjuster. Everyday I call, im told the car is being picked up that day. Ive contacted the tow yard and they’re telling me something different but that the car is ready. Ive been told a supervisor is to call me but havent heard anything on 24 hours. Very frustrating to say the least and ********* given theyve said i may be responsible for storage fees. I will say that when they took my claim and even the reps ive spoken to over the last month have been pleasant and i know its out of their control. I have no idea what to do as its been almost a month

  Intact Insurance

  Date: 13/02/2024

  
  
  We were able to contact the client on Feb 5 to discuss his concerns. We followed up with the preferred vendor and were advised the vehicle would be picked up the same day. We attempted to expedite the appraisal process and confirmed that the vehicle was a total loss on Feb 7. We presented the offer on Feb 8 and a cheque was issued co-payable to the insured and TD Auto Finance. Furthermore, we followed up today to check if there were and outstanding issued and were advised by the client that everything was good. Additionally, we approved an extension of the rental coverage until Feb 20. 

• Review fromAugustine K

  Date: 30/01/2024

  1 star
  **** *** ***** ** ******* **** *** **** *** ** ******* ********* ******* ** ****** **** ******* They took so long not sure why? I submitted all the documents to my broker and my trucks are still sitting. I have never been involved in an accident or get a ticket in my life. I drove commercial truck from Canada to USA for more than 8 years with clean record and inspections. Being an owner operator for more than four years with clean record and inspection but still hard for Intact to insure my trucks. **** **** **** ***** ** **** **** * ***** **** *********

  Intact Insurance

  Date: 08/02/2024

  Hi *********, unfortunately with the information provided we're unable to locate your quote/policy. Please give us a call at ###-###-####, we've be happy to look into your concerns further. 

• Review fromEvelyn O

  Date: 16/01/2024

  1 star
  **** ******* ** ******* ** ***** ***** ****** Had roof damage and leakage and only just got the roof replaced which still cost me out of pocket because they said something wasn't covered under the policy and my insurance would be void if I didn't replace it. Was told by their contractor it could be 5 years to repair water damage in attic so opted for payout to repair it ourselves with private company. Been waiting since October for any process on the indoor payout and keep being told waiting on one piece of info here or there and meanwhile the attic is sitting waiting to be repaired. It's been the most stressing *** ******** ************** service I've ever dealt with. From starting the claim right through to adjusters disappearing to disappointing update emails saying little to nothing on progress. I cannot wait to clean my hands of this company it was the only claim we ever made with them and I would not recommend anyone to have to go through dealing with them as a customer. I'm a step away from seeking legal advice on how to advance progress as my mother in law is sick and this is her home she is stuck living in on a fixed income with no way to repair until the rest of the payout is delivered.

  Intact Insurance

  Date: 08/02/2024

  
  
  The Customer’s claim pertains to damage from Hurricane Fiona.  The claim was reported in November 2022 and an inspection took place later that month.  Coverage was confirmed to the Customer in December 2022.  A roofer was dispatched in January 2023 to complete a temporary repair on the roof as the Customer reported leaking.  Additional leaks were reported during the winter of 2023 and estimate for damages was reviewed accordingly.  In July 2023, the Customer advised that they would like to proceed with the repairs using the contractor who completed the emergency work.  The roof was replaced in early September 2023.  During the roof replacement, damages unrelated to Hurricane Fiona were discovered, and these were not covered as part of the claim.  The Customer elected to cash out on the repairs, and discussions regarding settlement occurred over the summer of 2023.  Payment has been issued to the Customer for the repairs.

• Review fromMatt N

  Date: 05/01/2024

  1 star
  Just recently they just jumped my bill by over an extra $200 a month and didn't bother saying anything. Just auto withdrew it from my account.
  The amount they expect you to pay for insurance is insane. Double the amount of my car payment.
  The 640 plus a month they expect me to pay. Calculated, I will pay them the value of my car in 3 years.
  My car loan is for 8 years. So by the time I'm done paying for the car. I've payed insurance more then double the cars value. I have had intact since I started driving, I was a ***** customer. *** *** ****** ** **** ** **** *** **** * **** I'll be dropping them when i get my *** vehicle.

  Intact Insurance

  Date: 31/01/2024

  
  
  We were able to contact the customer and have addressed their concerns.

• Review fromTiana D

  Date: 08/12/2023

  1 star
  ***** *** ******* They weren't there for me when I needed them the most! The ER referred me to a neurologist and a surgeon after a injury on the job. Intact wouldn't pay for the doctors to see me up front. They wanted me to pay out of pocket but I didn't have the money. They paid me nothing/ $0 for being out of work for over a month. They required a doctors note but they wouldn't pay for the doctors. I think they intentionally have it set up that way so they don't have to pay. * ** *** **** **** * ********* ** *** ********* *** ** *** ** ***** **. **** *** ***** * **** *** **** *** *********** **** *** *** ********** **** *** **** ***** **** *** ***** *** ***** **** ** ************ **** * ***

  Intact Insurance

  Date: 22/12/2023

  We were able to connect with the client to discuss their concerns. The matter is still ongoing and being reviewed.

• Review fromChris W

  Date: 29/11/2023

  1 star
  I've been an Intact customer for over 15 years. Only 2 claims including this most recent one.. Last time I was rear-ended, I had a adjuster and approved claim within 24 - 48hours. This time I was rear-ended again, its now been 8 days and I havent even had an adjuster assigned and the estimates submitted have not been reviewed.. Not sure what were paying them for, my renewal is coming up soon *** * **** ** ***** **** ** *********** ****** ****** ** *** ***** ** *** ****** ****** ***** ****** **** **** *** ** ***** **** ** **** ****** * ***** ***** ***** ** ***** ******* ***

  Intact Insurance

  Date: 12/12/2023

  
  
  We are able to confirm that the estimate has already been approved and sent to the field shop to start the repairs. Co-payable cheque has been issued to the shop and insured today and once the repairs are complete we can pay the rental and close the claim.

  Chris W

  Date: 13/12/2023

  I can confirm that the claim was approved and vehicle was dropped at the shop for repairs. Seems it got approved right after intact saw this post above, hummm very convenient. Non the less this is progressing..

• Review fromN. I.

  Date: 10/11/2023

  1 star
  I am leaving Intact after 15 years of being a loyal customer.
  **** ********** ** *** ******* ** **** * ******** the first time I am applying for a home accident.
  First time I am applying for an accident that happened and this is the treatment I get.
  The adjuster spent all her time looking at the legal loopholes to deny my claim instead of helping me.
  Intact has provided me with 0 help. The accident happened and I have so far received nothing.
  What’s the point of me paying for insurance if Intact is not there to support me in my time of need?
  ** ********* **** ***** **** ***** *** **** ******* *** ******* *** *** **** * ****** My policy renewal will be coming up soon.
  I will most certainly cancel and terminate.
  ***** 

  Intact Insurance

  Date: 22/11/2023

  
  
  We were able to contact the customer and have discussed their concerns. The claim review is ongoing. 

  N. I.

  Date: 07/12/2023

  Let me set the record straight. Nobody from Intact reached out to me. I had to ask the adjuster what was happening. To which she replied that my claim was being sent to the superiors for review.
  $6,500 is the amount I had to pay personally to fix the leak in my master bathroom apartment two years ago because Intact stated that this was a “maintenance problem” and not their responsibility. I had to borrow from the bank to pay this.
  $5,200 is the chargeback my condo charged for the repairs to the unit below. I am still waiting to hear from Intact regarding this. It is “under review”. If Intact does not help, I will have to borrow from the bank again to cover this.
  $11,700 or almost $12,000 will be the amount I will have to pay personally and take a loan from the bank to cover these costs. Nobody should have to suffer like this. I have home insurance. Intact insurance. But they have been no help.
  The adjuster humiliated me and treated me like a crook. I don’t want anybody to experience this.

• Review fromNikolas K

  Date: 02/11/2023

  1 star
  Wow... Horrible experience... My dwelling was broken into and anything worth something was taken. I have over 50k worth of items on my claim which was only insured for 20k and they have flagged me as potential fraud. The investigator Vincent G. was ********* ******* ** * ***** **** ****** * **** provided what they asked for as proof of ownership and bank statements showing spending well over 100k... He's just looking for a reason to not pay me out it seems. They won't give me a timeliness or reason why this is still under investigation. It's just been a horrible experience. **** ******** *** ***** ****** ** ****** *** ***** ***** ******** **** ***** ******* **** * ***** ** ********** ** *** ** *** ********** *******

  Intact Insurance

  Date: 08/11/2023

  The client was contacted by email concerning his file
  and his concerns and was invited to call if he wants to discuss the matter
  since they weren’t able to reach him by phone. 

• Review fromStephanie P

  Date: 25/10/2023

  1 star
  My mother died, I gave prof of death and they still took monthly insurance payments because there was no will. The fact I had proff she died and they still kept taking it know she was deceased is disgusting. I had to close her account to stop these vultures from taking a deceased person money. I'd give you 5 negative stars if I could.

  Intact Insurance

  Date: 31/10/2023

  We’re sorry to hear of your mother’s
  passing. When it comes to canceling a policy for a deceased person without a
  will, certain legal considerations/constraints must be respected. We’d be happy
  to look into this further, please give us a call at ###-###-####.