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

  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:08/04/2025

  Type:Order 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 have through the choice of my broker, **** ******* ********* ** ***** ***** been a customer of intact for many years. i asked for complete and full coverage with direct replacement, rental, all perils, maximum coverage. ive never had a claim in my life. im 40 years old. i bought two high end vehicles last year. total of 4 vehicles and a 4 wheeler insured. my first accident beginning if jan 25 due to unmaintained road conditions, by police report. was told by intact they would repair my truck absolutely. towed to repair shop, shop produced quote for 30k to repair, new model ****** ****** *** *** **** ***** **** *** *** *** ********. last year of the v8 engine. very rare, highly sought after and valuable truck with low mileage. intact decided to deem vehicle total loss to my surprise, no structural damage, no air bags deployed, no glass broken, no body panels to fix, just front end damage. told me they offer 40k. truck is worth 75k plus tax. i said no. they had it so called appraised at 46k. i said no way. 4 months later now, they offer 70k but i have to sell them my truck. i said no its my truck, but if i want to keep my truck i payed for they must deduct 35k from the 70 offer. when did my paying for them to promise to replace my truck turn into a forced vehicle sale.? why was it not fixed? they **** to me repeatedly, have me making full coverage premiums since. they realized my truck is worth alot of money. they can sell it as is for 50k easy, i just seen one same with worse damage sell for 47k plus tax. many people want that rare truck with that luxury. so instead of them being out 30 to 40 for repair, they want me to give them my truck where they can recoup 80% minimum of payout. also they want me to sign ownership, take my truck and then mabye send me money. ive been **** too, misinformed, and have no trust , will not do that. they can pay me the 75k plus tax its worth, not take my vehicle and pay me for wasted months of revenue, premiums, rentals, etc

  Business Response

  Date: 10/04/2025

  The Unit Claims Manager reached out to the insured and explained the total loss process.  The insured accepted the settlement amount, and payment has been requested today.

• Initial Complaint

  Date:26/03/2025

  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.

  I recently received a threatening letter from Intact Insurance. The letter in question is a photocopy and seems *********** I was a customer until 05/24. I was paid up to date when I canceled their services. I took the letter to my financial institution on 03/26/2025. *** is my financial institution. I was told that payment could not be made as requested in the photocopy provided by Intact Insurance. ** *** **** **** ****** ********** ** * ****. I then called Intact Insurance via telephone. I was out on hold and left there. I called a second time a few hours later and requested to speak to a manager but no progress was made at all....

  Business Response

  Date: 02/04/2025

  
  Upon review of the client’s concerns, we have agreed that we will waive the balance owing on his account due to him not being reminded of the balance due on his account which was sent to him on a billing statement May 5, 2024. 

  Customer Answer

  Date: 02/04/2025

  
  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:13/03/2025

  Type:Customer Service 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.

  Re: Policy Number: ********** I received a letter concerning cancellation of policy. I had an issue on February 28th, 2025 where I realized my account was going to be over drawn, I immediately notified my broker and put a stop payment on my account. I had planned on paying the full amount in the following two weeks. I have had my policy since December 2019 and have never been late or had any issues. They told me they will reinstate my policy if I pay $45 by March 25th which I am doing. My concerns are lack of compassion and empathy with the call Centre agents I spoke to and refusal to directly transfer me to a supervisor. I would like my complaint to be escalated to a manager and would like to have my issues resolved. What I would like is reinstatement of my policy with payment being made of that amount, coaching of the front line agents and more accountable within your documents. It does not state anywhere a stop payment would result in cancellation. Thank you, ****** ********

  Business Response

  Date: 21/03/2025

  
  We had the opportunity to discuss in detail the client’s concerns regarding service expectations and explanation of billing protocols.  We also discussed Intact’s escalation protocols and handling timeframe.   Client was receptive and in agreement with conversation and understanding of service protocols at intact and relationship between Intact Insurance and the independent brokers.  Client agreed to continue to discuss resolutions with brokerage directly. We thanked the client for bringing his concerns to our attention and assured that all suggestions are viewed. 

  Customer Answer

  Date: 21/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: I did not get follow up call, I also expressed dissatisfaction with the process
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 31/03/2025

  We contacted the client again on March 28,2025, to provide a follow up call to his concerns. The client has not yet replied to us directly for review or further escalation of their raised concerns. If the client is expecting a follow-up from another party, we request further clarification.
  Additionally, the client was in communication with his broker and proceeded to request the cancelation of his policy effective March 21, 2025. As a customer service gesture – in recognition of his concerns – we have allowed the policy to be cancelled on a pro-rated basis. We anticipate that this should resolve the client’s concerns, and we have also taken the feedback provided by the client and shared with internal stakeholders. 

  Customer Answer

  Date: 01/04/2025

  
  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:03/02/2025

  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 vehicle accident on November 11, 2024. I was assigned to an adjuster named Priti Pr. Who told me after she had been assigned that she would be in contact and let me know when the police report Would come in so that I could get a copy. After that I had not Heard back from my adjuster regardless of the numerous emails and voicemails that I had left I would often have to talk to other intact workers just to see if my police report had come in. I only obtained my police report on December 30 from a different worker when it had in fact had come in on December 13 because there were errors in the report and the police officer was away for three weeks. I was unable to get this report amended until he returned, but by this time the rental agreement had expired as I was only provided $3000 for coverage because they could not determine liability asthe report was incorrect and they could not make the decision despite my efforts to work with Intact to extend my rental agreement or to obtain amended report on January 15. intact was negligent in responding accordingly, there was a lack of professionalism and disrespect for the well-being of their client, which was myself. I had never been in an accident before and all of my insurance is bundled with Intact and this was the worst experience I’ve ever had with insurance. I have suffered loss of income loss of time and this is caused me great stress when there should not have been if my adjuster and intact had done their jobs properly. I attempted to make it a complaint with the intact complaint department. I made a complaint on January 17 2025, I was told I would be hearing from someone within one to two business days. It has been almost 2 weeks and I have not heard anything from them despite several follow up voicemails and emails that I’ve sent to that department. I was simply looking for someone to help me with this ongoing issue as my vehicle is yet to be repaired, and I would like my rental to be covered.

  Business Response

  Date: 07/02/2025

  Our unit claims manager spoke to our insured and advised as a one-time customer service gesture due to lack of communication and part delays that we will waive her deductible and continue to cover the rental in full above the rental maximum at this time.  Our unit claims manager committed to escalate to the supply chain if there are further delays with parts.
  
  Customer is happy with this resolution.
  

• Initial Complaint

  Date:01/02/2025

  Type:Billing 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'am a 74 year old pensioner and (finally) got (required) tenant insurance August 1, 2022 (?) (it took ***** ****** *** over 2 months to tell me that I should have gone through their agent - Intact Insurance). I have a letter dated November 8, 2023 from ***** confirming that I requested to have my policy CANCELLED. I never really owned a telephone, and asked my new landlord, to take the telephone OUT of my **** package. But the telephone remained in for a couple months. I also wrote emails to ****** ****** at ***** to ask him NOT to renew my annual policy. The policy was renewed anyway and I told *****/Intact to just let it go. On August 2, 2024, I was billed for $180.00 for "dishonoured payment" (just before the renewal period). I found out that my *** debit card had AGAIN been damaged and needed replacement. I tried explaining that to *****/Intact to no avail. They now threaten me for coverage I didn't approve of. Earlier my thought was to pursue ANOTHER insurance provider. I offered to continue their cheaper tenant insurance, but wasn't going to pay a penalty for a damaged debit card. *****/Intact have now threatened me with a collection agency. My new insurance provider is online and that's where I should have gone. ***** ***** Nanaimo, B.C. **********@*****.com no telephone

  Business Response

  Date: 13/02/2025

  The client has been contacted by the Customer Experience Team via email, as client does not have a phone to discuss their concerns about the cancellation of their policy.
  We requested that the client send us a copy of the correspondence they had with their broker regarding their request to cancel their policy along with proof of other insurance the client has acquired.
  We are still currently working with the client to obtain the requested information so that we may be able to assist them further.
  

• Initial Complaint

  Date:15/01/2025

  Type:Billing 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 had a Insurance through "Intact Insurance" Broker "****** ********* ****** ***" purchased last year and had signed a price offered for the premium of $3211 and equal monthly payments of $287.58 . This was not approximate amount this was confirm amount for the period without any change and was assured by broker also. Later I noticed my account was charged extra amount every month of $319.37 which I did several complaints to broker on email and text messages, but had no response or delay tactics were used. I was also told by Broker that if I have MyDrive app I will be eligible for discount next year (nothing to do with current year) but Intact after 2 installments started charging $355 a month, which again was reached out and still no response. I also reached to Intact Insurance in this period they mentioned to reach out to Broker. I was well played like cricket match between 2 team well connected, one was ripping me off and other was not responding. It became hard for me to afford my premium and I had to leave this company and requested them a bill adjustment, they declined. I also reached the managers and still there was no action taken. I need my bill to be adjusted as agreed terms which I signed or else it is like companies like Intact are extorting money through their brokers in Ontario

  Business Response

  Date: 21/01/2025

  We have had the opportunity to discuss the client’s concerns with him in great detail. He has escalated his concerns through our internal escalation process and has been issued a Final Position Letter from our Ombudsman’s Office.
  In summary, the initial estimated price the client received is not a guaranteed amount: it is conditional to their qualification under Intact’s underwriting standards, and it is based on the information they have provided. Unfortunately, the client may not have been advised of the premium discrepancy by their broker. We’d recommend expressing your concerns to the management of ****** ********* ******* ***. so they can address the concerns directly with your broker.

  Customer Answer

  Date: 21/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: It is Insurance company's fault as well, they don't talk to consumers after selling policy through brokers. 

  It seems like a **** policy that one has to buy through the Broker only & even in case of discrepancy one has to go between 2 parties, broker's keep mentioning they will speak to Intact & Intact keep saying talk to your broker. 

  Kindly provide us regulatory authorities to file an official complaint against Insurance companies so other consumers are not ripped. Or else I will have not other option left than filing an complaint against Intact to Consumer Court and then they can prove this in court of law whose fault is this
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:06/01/2025

  Type:Product 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.

  Was with intact since August 2024 till November 2024. I was in an accident unfortunately where they claimed my vehicle as a total loss. They then gave me a settlement based on the amount I bought the car for which was $46’624. They had given me a settlement for $34’000 to which once I spoke to the dealership they advised it was way under the value of the car. Once I had called back they told me they can’t do anything and leaving me to deal with paying $12000 while being a university student and even still insisted on me putting a new vehicle on file. It feels as all they care about is getting more money from me while I was going through this traumatic experience even affecting my schooling. I feel very deceived and would appreciate a better settlement as I’m currently still having to deal with the payments for an accident that wasn’t even my fault.

  Business Response

  Date: 16/01/2025

  On January 15, 2025, the Unit Claims Manager (UCM) reached out to the customer and apologized for their experience. They explained that the settlement offer was based on the market value for their vehicle at the time of the loss. They also explained how the market value is determined based on the average of comparable listings. They advised on or about October 17, 2024, a settlement cheque was issued as the amount offered, was accepted by the customer. The UCM provided their contact information and offered to address any other concerns the insured may have.

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service 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.

  My claim ********** My policy number ********** To who it may concern I wanted intact insurance to reimburse me of 2 months of premiums that were taken from my bank account from the following months ( Oct 27 2024 and Nov 27 2024 )after my car was totalled Oct 25 2024 I did not drive any cars except the rental for 5 days . No agents or claim adjuster didn’t advise that I will be paying my car premiums even if i don’t drive after my car was totalled so I had no clue abt it . Please kindly reimburse me I then had to call my broker abt the issue and my broker advised to suspend my insurance till I get a new car

  Business Response

  Date: 19/12/2024

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

  Customer Answer

  Date: 20/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I’m rejecting the response from the intact because they are unable to solve my concern while I’m a customer for merely 4+ years and their only option is to cancel my policy  . All I’m asking my money for the time period I wasn’t driving . Intact taking  free money from their customer 
  Sincerely,
  
  *************** ************

  Business Response

  Date: 09/01/2025

  We spoke to the client and offered him the option to cancel his policy, backdated to the day after the rental was returned to receive a refund for the month of premium he paid while he was without a vehicle. 
  The client advised he did not want his policy cancelled, he just wanted the money given back to him as a one-time exception, we explained that this was not something that could be done.
  He did not accept this response and felt that we should be able to make a one-time exception for him. We offered him the option to escalate his concerns to the next step in our complaint handling protocol which he also declined. 
  We spoke to his broker who also confirmed that the client signed a OPCF 16M form (suspension of coverage) and was fully explained and aware that in order to save any money while searching for a new vehicle that the minimum storage period was 45 days. The suspension of coverage (16M) was only on the policy for a total of 32 days.
  His broker confirmed that she also had offered the option to backdate the cancellation for a month’s refund and explained the same consequences we did. The client also did not accept this from her at the time of their discussion as he does not want the gap of insurance. 

• Initial Complaint

  Date:29/01/2024

  Type:Customer Service 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.

  Our property was impacted by the BC wildfires in 2023. Initially, Intact was helpful but that didn't last long. As soon as they realized we were going to make a claim on our fence and trees that were destroyed their communication immediately stopped. We attempted to contact them weekly, but often went right to our adjusters voice mail. In late December we were informed our adjuster had fallen ill, but for a multi-national insurance company to suggest only one person can deal with my claim is absurd. It's deja vu here as we approach the end of January. Zero communication in two weeks. We're heading into our 4th month dealing with Intact. It's been a terrible experience. We just want them to honor our policy at this point.

  Business Response

  Date: 13/02/2024

  
  Claims staff have been in contact with the customer and are obtaining estimates for the additional damages to move the claim forward. 

• Initial Complaint

  Date:13/12/2023

  Type:Customer Service 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 have paid this company for years every month, so I will have a peace of mind when an incident happens in my home. After years paying them, a pipe broke in my house and I went through $30k loss. I assumed they will come and help me like a decent insurance company would as per my prior experience with other companies. But no. **** *** ** ******* ****. Came up with excuses after excuses. And finally they denied my legitimate claim after digging and digging to find some excuse. It has been a depressing experience in additional to financial loss. **** ********* ** ***** ***** ****** ***** *** **** ***** *** *** ** ** ***** ******* ** ** **********

  Business Response

  Date: 21/12/2023

  We were able to contact the customer and advise that their concerns have been escalated to the second level of our established complaint handling protocol. To learn more about our complaint handling protocol, the client can also visit: https://**********************************************

  Customer Answer

  Date: 02/01/2024

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

  The reason that I am complaining is because this business has used different excuses to not to deliver what I have paid for. I have paid an insurance fee for many years every month , once an issue happened, they refused to cover the losses with incorrect assumptions and did not cover the loss.

  Even when it was escalated, no one reviewed or addressed my complaint . The scalation was just a formality and they repeated the same unfair and incorrect excuses.

  If I am complaining to BBB, is because I am not satisfied with the internal treatment of my case by  intact insurance. I have already contacted intact insurance and did not receive anything other than unfair and incorrect excuses to not to cover my losses. That is why I contacted BBB. Referring me to intact insurance by intact insurance  is not a satisfactory response.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 10/01/2024

  Our client's concerns are still being reviewed by our Ombudsman's office. They formally received the client's request to escalate on Jan 3, 2024 and will respond to the client within 30 business days with our final position.