What to do if Your Brakes Fail on the Road
If you’ve never experienced a brake failure, the thought of one happening likely doesn’t cross your...
Being involved in a car accident can be stressful, especially if you’ve never had to make an insurance claim before. You may be wondering who to call, how your vehicle will be repaired, whether you’ll have to pay a deductible, or how the insurance company determines fault.
To make things a little easier, we’ve put together a step-by-step guide to the auto insurance claims process in Alberta. From the moments immediately after an accident through repairs, claims, and settling your claim, here’s what you can generally expect along the way.
Please note, claims timelines vary by caseload, complexity, and many other factors. A normal timeline for claims resolution is typically 45-90 days.
Right after the accident, the claim process starts with safety and documentation.
First, check yourself, your passengers, and anyone else involved. Call 911 if anyone is hurt, if vehicles are unsafe to drive, if there is danger on the road, or if you suspect impaired driving.
In Alberta, you also need to report the collision to police if there are injuries, death, a hit and run, an impaired driver, or total damage over $5,000.
At this stage, do not worry yet about fault, repairs, or payment. Just focus on safety, getting help, and not leaving the scene.
Once everyone is safe, your next job is to collect as much information as you can. This helps your insurer determine what happened and makes the claims process much smoother.
Get the following from every driver involved:
If there are witnesses, ask for their names and phone numbers as well. An independent witness can be very helpful if there is a disagreement about what happened.
Use your phone to document the scene before the vehicles are moved, if it is safe to do so.
Good photos include:
If the other driver admits fault, it's fine to make a note of it, but don't rely on it. In Alberta, fault is determined by the insurance companies based on the facts of the accident and the provincial fault determination rules, not by what someone says at the scene.
Be polite and cooperative, but avoid discussing who caused the accident. Even if you think you were at fault, it's best to simply exchange information and let the insurers investigate.
Not every car accident requires police to attend the scene, but some collisions do need to be reported.
In Alberta, a collision generally needs to be reported if the combined damage to all vehicles and property is $5,000 or more. You should also contact police if someone is injured, you suspect a driver is impaired, a driver does not have the required documentation, or there are other circumstances requiring police assistance.
For non-emergent collision reporting, you can report 24/7 online with the Report My Collision through the Government of Alberta website. You are also able to report a collision in person through your local police or RCMP station.
Edmonton uses Collision Reporting Centres for collisions that need to be reported but don't require police attendance at the scene. If your vehicle is safe to drive, you can bring it to an Edmonton Collision Reporting Centre. Bringing the vehicle allows the centre to document the damage as part of the collision report.
There are currently two Collision Reporting Centres in Edmonton:
If you're unsure whether your collision needs to be reported or whether police need to attend the scene, you can contact the Edmonton Police Service non-emergency line at 780-423-4567 or #377 from a mobile phone within Edmonton.
Once you've left the scene and everyone is safe, it's time to contact your insurance company or broker.
Many insurers let you report a claim 24/7 by phone or online. If you have a broker, you can also call them during business hours. They can answer questions and help guide you through the process, even though the claim itself is handled by the insurance company.
The claims representative will usually ask questions like:
They'll also confirm your policy details, such as:
It's completely normal if you're shaken up after an accident. If you don't remember every detail, say so. It's better to say "I'm not sure" than to guess.
The adjuster is gathering information to understand what happened. At this point, they are not making a final decision about fault.
Before the call ends, the insurer will typically:
If your vehicle isn't drivable, they'll also explain the next steps for towing, storage, or getting it to a repair facility.
This is where many people get confused, but it's one of the most important parts of the claim.
After your claim is opened, the insurance company begins investigating what happened. Their goal is to answer two questions:
Your adjuster may:
Sometimes the answer is obvious. Other times, it takes several days or even weeks if there are conflicting stories.
In Alberta, insurance companies don't simply decide fault based on opinion or who was issued a ticket.
Instead, they apply the Alberta Fault Determination Rules, which are regulations that outline how common collision scenarios should be handled.
For example:
The adjuster compares the facts of the accident to these rules before making a decision.
The fault decision can affect several things:
If you disagree with the fault decision, you can ask your adjuster to explain how they reached it and what information they relied on. If new evidence becomes available, such as dash cam footage or a witness statement, the decision can sometimes be reconsidered.
Now that the claim has been opened and fault is being investigated, the next step is determining what happened to your vehicle and what it will cost to repair or replace it.
If your vehicle can be driven safely, your adjuster will usually ask you to:
Many repair shops can now submit photos and estimates directly to the insurance company, making the process much faster than it used to be.
If the vehicle can't be driven safely, it will usually be:
The insurance company will work with you to determine the next steps.
An appraiser or repair shop prepares an estimate that includes:
It's common for the initial estimate to increase once repairs begin. If technicians discover additional hidden damage, they submit a supplemental estimate to the insurer for approval before continuing.
Sometimes repairing the vehicle simply isn't economical.
A vehicle may be declared a total loss when:
This decision isn't based solely on the repair estimate. The insurer also considers the vehicle's market value before the accident and its salvage value.
Once the estimate is approved:
If you have a deductible that applies to the claim, you'll typically pay it when you pick up the vehicle.
If the vehicle is written off, the repair process stops. Instead, your adjuster will:
If you purchased endorsements such as Limited Waiver of Depreciation (often called SEF 43 in Alberta), your settlement may be based on the endorsement's terms rather than the vehicle's depreciated market value, depending on your policy and how long you've owned the vehicle.
While your vehicle is being repaired or you're waiting for a total-loss settlement, you still need to get around. This is where Loss of Use coverage and your deductible can become important.
It depends on why your vehicle was damaged, who was at fault, and the coverage available under your policy.
If you are responsible for the accident, rental expenses generally require optional Loss of Use coverage, commonly provided through SEF 20 in Alberta.
SEF 20 can reimburse eligible transportation expenses, such as a rental vehicle, up to the limits shown on your policy. For example, your policy might have a maximum amount available for loss of use. Once you've reached that limit, additional rental costs become your responsibility.
This is particularly important in Alberta because of Direct Compensation for Property Damage (DCPD).
If another insured driver is responsible for the accident and DCPD applies, you generally deal with your own insurance company for the portion of your vehicle damage for which you are not at fault.
Insurance generally doesn't provide a rental indefinitely. If your vehicle is being repaired, coverage normally lasts for the reasonable repair period, subject to the applicable coverage and limits. If your vehicle is declared a total loss, rental coverage will normally end after a specified or reasonable period once the insurer has made its settlement offer, depending on the coverage being used.
Your adjuster should tell you the date your rental authorization ends.
Whether you pay a deductible depends on the coverage being used. For example, if you're at fault and your vehicle is being repaired under Collision coverage, your Collision deductible will generally apply.
If you're not at fault and the damage is being settled under DCPD, the deductible treatment is different and will depend on your DCPD coverage and policy.
That's why it's a good idea to ask your adjuster early:
"What deductible applies to my claim, and when will I have to pay it?"
If a deductible applies to repairs, it's commonly paid directly to the repair shop when you pick up your vehicle.
If you are injured in a car accident, tell your insurance company as soon as possible. Your injury claim is handled separately from the damage to your vehicle, and the process depends on when the accident happens.
Alberta's current auto insurance injury system applies. Your own auto insurance provides Accident Benefits, sometimes called Section B benefits, regardless of who caused the accident. These benefits can help pay for eligible medical treatment, rehabilitation and certain other expenses. Depending on your injuries, you may also qualify for disability benefits if the accident prevents you from working.
If another driver was responsible for the collision, you may also have the ability to pursue a bodily injury claim against the at-fault driver. This can provide compensation beyond your Accident Benefits, although Alberta has specific rules and limits for certain minor injuries.
Alberta's new Care-First Auto Insurance system applies.
Care-First changes how injuries from car accidents are handled. Instead of relying on lawsuits to provide additional compensation and long-term support, injured Albertans will primarily access benefits through the auto insurance system. Benefits are available regardless of who caused the accident.
Depending on your circumstances, Care-First benefits can include:
One of the biggest changes is medical and rehabilitation treatment. Under Care-First, eligible treatment can continue without a predetermined dollar or time limit, as long as the treatment is medically necessary and supports recovery, subject to the rules of the new system.
Care-First significantly changes the ability to sue following an accident. Under the current system, someone who isn't at fault can pursue the responsible party for damages in many circumstances.
Starting January 1, 2027, injury lawsuits will generally be restricted. Legal action will still be available in certain circumstances involving serious or criminal driving offences, such as impaired driving, dangerous operation of a vehicle, or fleeing law enforcement.
At-fault drivers will also continue to be held accountable through the insurance rating system, which can result in higher premiums following an at-fault accident.
Regardless of which system applies, report your injuries to your insurer promptly and seek appropriate medical attention. Keep records of your treatment, expenses, missed work and communications relating to your injuries. Your insurer can then explain the benefits available to you and what you'll need to do to access them.
If your insurance company determines that you were fully or partially at fault for an accident, you don't necessarily have to accept the decision without question.
If you believe the decision is incorrect, there are several steps you can take to have it reviewed.
Start with the adjuster handling your claim. Ask them to explain how they determined fault and what information they relied on.
You can ask:
Sometimes a misunderstanding or missing piece of information can make a significant difference.
If you have information that wasn't considered originally, provide it to your adjuster as soon as possible.
Helpful evidence could include:
The stronger and more objective your evidence is, the better your chances of having the decision reconsidered.
If you still disagree after speaking with your adjuster, ask about the insurance company's escalation or complaint process.
Depending on the insurer, you may be able to have the decision reviewed by a claims supervisor, claims manager or another internal complaints representative.
If the issue remains unresolved, ask your insurer about its formal complaint process. Many insurers have an Ombudsperson or complaints office that can provide an additional review after the normal claims escalation process has been exhausted.
Your insurer can tell you who to contact and what information you need to provide.
If you've completed the insurer's internal complaint process and remain dissatisfied, you may be able to contact the General Insurance OmbudService (GIO).
GIO is an independent, free dispute-resolution service for Canadian insurance consumers. It can review eligible disputes and help consumers and participating insurers work toward a resolution.
There is a difference between disagreeing with a fault decision and making a complaint about the conduct of an insurance professional.
If you believe an insurance professional has acted improperly, there may be regulatory complaint options available. In Alberta, the appropriate organization will depend on who your complaint concerns.
Your broker can also help you understand the claims process and communicate with the insurance company, but your broker does not determine fault and cannot overturn the insurer's decision.
Your insurance broker can be a helpful resource before and during a claim, but we don't actually adjust or settle the claim. Once a claim is opened, most of the process takes place directly between you and your insurance company's claims team.
If you've been in an accident and you're not sure what to do next, give us a call.
Before you submit a claim, we can:
If the damage is relatively minor, you may be wondering whether it's worth making a claim at all. We can help you understand your coverage and talk through some of the things you should consider before making that decision.
After your claim is reported, your insurance company's claims department takes over. A claims adjuster will be responsible for investigating the accident, determining how your coverage applies, arranging repairs or settling the loss, and communicating with you throughout the claim.
Your broker does not determine fault, approve repairs, or decide how much the insurance company will pay.
That doesn't mean we're out of the picture.
If you're having difficulty getting a response from your adjuster, aren't receiving the assistance you need, or feel your claim has stalled, reach out to us.
While we can't make claims decisions on behalf of your insurance company, we can help escalate concerns through our relationships with the insurers we represent. This may include contacting our insurer representatives or Business Development Managers to help get communication moving and make sure your concerns reach the appropriate people.
Think of your broker as an additional resource throughout the process. The insurance company handles your claim, but you can still come to us when you need help understanding your coverage or navigating the process.
If you’ve never experienced a brake failure, the thought of one happening likely doesn’t cross your...
