How insurance claims work
A claim can feel like paperwork piled on top of a bad day. Here's how it works, what you get to decide, and what we handle for you.
Your right to choose
You choose where your car is repaired
In Alberta, and in most of Canada and the United States, the choice of repair shop is yours. Your insurer may suggest a shop in its network. That can be a fine option, but you don't have to use it, and you don't need anyone's permission to choose another.
What the insurer does control is the money: what's covered, and how much of the repair it approves. A good shop works with the adjuster on that, so you don't have to.
“I'd like my car repaired at Tamarack Collision Care in Lethbridge.”
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Your insurer decides
- Whether the damage is covered by your policy
- How much of the repair it approves
- Whether to send an adjuster to see the car
- Whether the car is a total loss
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You decide
- Which shop repairs your car
- When you bring the car in
- Whether you want to pay for extras the policy won't
- Who you call when you have a question
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We handle
- Photos, estimate and supplements sent to the adjuster
- Calls with the adjuster about the repair plan
- Booking a rental if your policy covers one
- Text updates to you at every stage
This page is general information, not legal or insurance advice. Rules differ by province and state, and your policy wording decides what's covered. If you're unsure, ask your insurer or broker, or call us and we'll help you find the right question to ask.
Step by step
From the roadside to your keys
Most claims follow the same seven steps. The first three are yours. After that, we carry most of the load.
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Step 1: Make sure everyone is safe
Move to a safe spot if you can. Call 911 if anyone is hurt. Report the collision to police or a collision reporting centre if local rules require it.
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Step 2: Take photos and swap details
Photograph all sides of both cars, the road and any damage. Get the other driver's name, insurer, policy number and plate.
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Step 3: Open a claim with your insurer
Call or use your insurer's app. Write down the claim number and the adjuster's name when you get them.
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Step 4: Tell them where you want the car repaired
Say you'd like Tamarack Collision Care to do the repair. You don't need their permission or a referral.
This is the step most people don't know they can take.
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Step 5: Bring the car in, or we arrange a tow
We write the estimate, photograph everything and send it to the adjuster the same day.
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Step 6: Approval, repair and updates
Once the adjuster approves, we start. If we find hidden damage, we send a supplement and wait for approval before doing that work.
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Step 7: Pay your deductible, if you have one
Your insurer pays us directly for the approved repair. You pay only your deductible and anything you chose to add.
Who pays
Four ways a repair gets paid for
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Your own collision coverage
When: You were at fault, or the other driver can't be found.
Your insurer pays for the approved repair, minus your deductible.
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The other driver's insurer
When: Someone else was at fault.
Their insurer may pay for the repair. Depending on fault and your policy, you may not pay a deductible at all.
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Comprehensive coverage
When: Hail, an animal, theft, vandalism or a falling object.
Covered under comprehensive, if your policy has it. A deductible usually applies.
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Paying yourself
When: The repair costs less than your deductible, or you'd rather not claim.
You get the same written estimate and warranty. We'll tell you if a claim would make more sense.
Claim words, in plain language
- Deductible
- The part of an approved claim you pay. Your policy sets the amount.
- Adjuster
- The person at the insurance company who reviews and approves the repair.
- Supplement
- An added repair found after teardown, sent to the adjuster for approval.
- OEM parts
- Parts made by or for the car's maker. Your policy may or may not require them.
- Aftermarket parts
- Parts made by other companies. Some fit well, some don't. We tell you which.
- Loss of use
- Coverage that pays for a rental car while yours is being repaired.
- Total loss
- When repairs would cost more than the car is worth, the insurer pays out its value instead.
Open a claim? We'll take it from here.
Send us your claim number and a few photos. We contact the adjuster, write the estimate, and keep you posted by text.