Complaints

This profile includes complaints 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 has 11 locations, listed below.

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  Intact Insurance

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

• 

  Intact Insurance

  900 - 6925 Century Ave Mississauga, ON L5N 7K2

• 

  Intact Insurance Company

  1400 St. Laurent Blvd., Suite 300 Ottawa, ON K1K 4H4

• 

  Intact Insurance

  8 - 59 Westney Rd Ajax, ON L1S 2C9

• 

  Intact Insurance

  700-10830 Jasper Ave NW Edmonton, AB T5J 2B3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 10, 2022 I bought the Home Insurance with ****** *** Insurance (****** ********) and on October 14, 2022 I bought thru ******* Insurance brokers Auto Insurance (Policy #************). Both Policies active from November 24, 2022. On October 15 I called to **** Insurance brokers to do not renew my insurance Policy number ************ after expiry date of November 24, 2022. I left the message with that request. However on January 2022 Intact Insurance send me letters with termination of insurance, because of non payment of premium and stated that I own $829.68 to Intact Insurance. My contract with Intact Insurance was ended on November 24, 2022 and I didn't request to renew it. For 10+ years I paid my insurance premium in advance for full year. For 28 years I had car and home insurance and, when I changed brokers, I never send any letter to request to cancel my policy. It was done automatically - I paid for service - I got the service, I didn't paid - I didn't get. ** ** *******, I did not own anything to Intact Insurance. **** ********* ** **** ******** ** *** ** ****** **********

  Business Response

  Date: 24/04/2023

  
  We were able to contact the customer and have reached an understanding. Their complaint has now been resolved.

  Customer Answer

  Date: 24/04/2023

  Better Business Bureau:
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:14/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a automobile accident 13/12/22. My insurance company left me hanging with the tow bill. Also left me stranded with no way home. As no rental was available. The vehicles needed some repairs that were incomplete. Which is a possible safety issue. I have sent photo to a manager. I have been left hanging once again. I'm looking to be reimbursed for the towing bill. A ride from ******* autobody to 2021 Hwy 654 Callander, On. One days wages as no rental was available. Also a ride from 2021 Hwy 654 Callander,On to ********** car rentals on Lakeshore drive North bay. And finally tire replaced as it came into contact with the bumper during the collision causing damage. Enclosed are a few photos. Any questions don't hesitate to ask

  Business Response

  Date: 23/02/2023

  
  We were able to contact the customer, however we are awaiting further instructions from the customer to proceed with their claim. 

  Customer Answer

  Date: 23/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It makes absolutely no sense to me. No one has contacted me at all with no resolution??
  Sincerely,
  
  **** *********

  Business Response

  Date: 23/02/2023

  We have had the following correspondence with the client since receiving the BBB complaint:

  Feb 15: Received email from insured advising he has not received tow reimbursement via email transfer. He requested password for deposit  
  Feb 16: Responded to email, providing confirmation of email transfer password for deposit.  
  Feb 22: Adjuster followed up with insured via telephone to make the necessary arrangements for tow pick up for vehicle to be brought back for inspection.  
  Feb 22: Email received from insured to claims manager advising that arrangements do not work for him and that all correspondence should be written for future.
  Feb 23: Responded to the insured again reiterating the need for the vehicle to be brought back to the shop for inspection. Requested insured to confirm a new date / time to arrange tow pick up. Once again confirmed that a rental will be available for the duration of the inspection.
  Feb 23: Received response from insured advising he was unavailable to have vehicle picked up today as he had a dentist appointment. Insured confirms that vehicle can be towed from either home or work, but that he can not be left without a rental. 

  We are working with the client to resolve their concerns.

   

  Customer Answer

  Date: 23/02/2023

  Complaint: ********

  
  

  I am rejecting this response because:

  We are still at square one. Just a song and a dance. No progress made at all...  

  What do I pay Intact for really?

   

  Sincerely,

  
  

  **** *********

  Business Response

  Date: 24/02/2023

  We are continuing to work with the client to bring about a resolution as soon as possible. We invite the client to work with his adjuster to aid in this process. 

  Customer Answer

  Date: 24/02/2023

  Complaint: ********

  
  

  I am rejecting this response because: I'm not happy with the false information previously submitted by Intact Insurance. I will clarify the incorrect facts provided by Intact. The receipt for the towing bill was submitted via email on January 17th 2023. I had to file a complaint. Deal with an incompetent manager on several occasions via email, Feb 8th, Feb 15th,Feb 16th 2023 to get reimbursed. This process was completely disgusting. Completely unacceptable. This should have happened 2 months ago as far as I'm concerned. I should be paid interest on this money? No? This manager still has a long list of things to address in regards to my complaint.  Once again I'm not impressed with the song and the dance.

  
  

  Sincerely,

  
  

  **** *********

  Business Response

  Date: 28/02/2023

  If the client is not satisfied with the resolution offered by the claims manager, they can contact our Customer Experience Team at 1-866-405-6763.

  Business Response

  Date: 21/09/2023

  The insured confirmed pick up of the vehicle on March 16, 2023, advising that he was satisfied with the repairs. The claim is now closed. 

  Customer Answer

  Date: 21/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:There are damaged parts from the accident that have not been changed.??? Also parts missing,  that were on the truck before the accident. Not the least bit impressed with ******* autobody. I'm currently looking for a new Insurance provider. If you would really like photos to back up my claims. I will gladly provide them.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 02/10/2023

  We have made multiple attempts to contact the client since their last rejection. We have been unable to establish any communication. We invite the client to follow-up with their adjuster at their earliest convenience so we can discuss their outstanding concerns. 

  Customer Answer

  Date: 06/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The response provided was completely false. I received 1 email. I could not reply to it. I also tried the call via telephone. Unfortunately the automated phone call did not accept any entries. Both means of contact did not work. Email and phone. ******** *** **** ****** ** *** ********** **** **** ******* ********.

  I do not appreciate the lack of professionalism in regards to this manner. How do I reply ???

  
  Sincerely,
  
  **** *********

  Business Response

  Date: 19/10/2023

  Since March 16, 2023 - when the client initially advised he was satisfied with the repairs and did not note and outstanding concerns - he has reneged on his initial statement and advised that he has concerns related to the rust proofing, tire damage and a raddling exhaust. Our affiliated auto body shop has advised both us (as the insurer) and the client that the client’s concerns regarding the rust proofing and damaged tire have been addressed, and the raddling exhaust is unrelated to the claim.

  Since the last rejected response (October 11, 2023) we have attempted to contact the client by telephone and email. We advised the client that we would be happy to review their outstanding concerns, however the client would not provide any detail by telephone. We requested he therefore send us an email detailing the concerns. We were able to confirm reception of our recent email to the client. The client has not provided any further information for us to review. We would encourage the client to cooperate with our claims department directly should he have any outstanding concerns and not limit airing his grievances via the BBB.

  Until such time that the client clearly communicates his outstanding concerns directly to our claims department we will have no further comment for the BBB.

  
  

• Initial Complaint

  Date:02/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my car vandalized (my catalytic converter was cut off) during the three weeks it was parked at a hotel in Calgary while I was travelling. Upon my return, I filed a police report and an insurance claim, November 22, 2022. I was able to drive my car directly to a ********** dealership where it was examined and an estimate made for the repairs was completed. I have repeatedly kept in contact with the dealership to be apprised of the status of my repairs. They always said they were waiting for approval from the Intact Insurance to approve their estimate so they could order parts, (they said the parts are notoriously lengthy in the delivery and could take 6-8 weeks). So I was therefore very anxious for the insurance approval. I have left many voice mails and emails with my adjuster with only one response given with my initial inquiry. I was told by the dealership that they finally got a request for photos, which they immediately sent. They asked that I take a phono of the car's VIN # and send that as well, which I did. They say they are still waiting for approval!! It has been 11 days since my claim has been filed and I have had no action from Intact, which is unacceptable to simply order a part! The lack (and slow to non-existence) communication from the company is totally unprofessional. I finally got through to someone on the 1-800 phone number who looked into the case and said everything looks good and it was sent for "Approval for December 9,2022")!! Really it takes a week to get an approval. This is not acceptable from an insurance company when their client's lives are impacted by their lack of accountability. I will wait to hear from the company and then I will further broadcast my displeasure. Sincerly ****** *****

  Business Response

  Date: 07/12/2022

  
  We were able to contact the customer and are working to resolve their concerns.

  Customer Answer

  Date: 07/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am still financially set back in this claim due to the company's very slow response. I am not going to be able to adequately rent a vehicle under my insurance policy due to their lengthy time delay
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/12/2022

  As we stated in our initial response, we are currently still working with the client to resolve their concerns. To discuss any ongoing concerns, please discuss this with your adjuster. 

  Customer Answer

  Date: 10/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: The resolution is ongoing. I am waiting for the end result of the Insurance company
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 19/09/2023

  Repairs were completed to the client's vehicle and we agreed to waive their deductible as a goodwill gesture. The claim is now closed/resolved. 

  Customer Answer

  Date: 20/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was shopping around for insurance companies as I was considered high risk to insure. I called intact insurance and spoke to a agent named ****** who I explained in detail my situation with previous insurance policy's being canceled. The agent said it is not a issue and that he sees the previous cancellations so due to that my insurance would be 540.00$ per month. After agreeing I got my new vehicle from the dealership and had my policy sent to me and pink slip. It has been a week and half and I'm being told that my insurance policy will be canceled due to my past insurance situation which is not okay The agent promised it was not a issue The agent mentioned he saw my file completely The agent agreed that I'm high risk and the insurance would not be a issue but that the payment would be more I need insurance for my car in order to drive it. I cannot find insurance due to this situation. It is now to me a waste of time spent with this agent and this policy that I was given. I need my insurance to stay as we agreed upon with the contract they had me agree too. The agents mistake should not be mine

  Business Response

  Date: 08/09/2022

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

  Customer Answer

  Date: 08/09/2022

  They told me that I'm wrong when Infact their agent is the one who should not of promised me a policy knowing that I was considered high risk.
  
  This is not my issue that the agent promised something and was wrong. The policy was given to me there is no reason for a cancellation on their end

  Business Response

  Date: 19/09/2023

  The client escalated his concerns for review and we were able to determine that unfortunately the client did not disclose a full and accurate account of his insurance history. Due to their record, we were unable to continue with the insurance policy and a registered letter of cancellation was issued to the client. An accommodation could not be made as our underwriting guidelines are filed with the Financial Services Regulatory Authority of Ontario.