Intact Insurance Auto Insurance Reviews

Used to be a fantastic insurance company when it was a Canadian operation. But now $ signs rule all their decision.
You have an accident, their phone lines take hours to get in forget about that 30-minute guarantee... Then you get someone who sounds like you just ruined their day by calling... Like isn't that your job, you leave a voicemail, the adjusters NEVER return them, you send an email, good luck... Your body shop calls and calls to get approval, nope wait weeks, oh your vehicle is a write-off, he's our totally not put together document from car listings no one can find on the other side of the country not seen anywhere else to lower your settlement.
Moving at renewal.
The company needs to focus on the basics, they let themselves get dazzled by flashy systems and apps.

My husband and I have had 2 cars and our home was insured with Intact for years. We are seniors, born in 1940 and 1943. We had a car rear-ended years ago and I don't recall a lot of stress with the incident. Little did I know how things have changed. One car we bought specifically for our daughter to transport her special needs son. On February 25, 2022, in the midst of a snowstorm, she found herself in a snowbank. She called me immediately and my first question was to ask if she was hurt. She assured me she was driving slowly and wasn't hurt. The airbag didn't release. She said the only damage seemed to be broken plastic panels at the front right. I asked her to take pictures and to call the number on the insurance card. I assured her the adjustor would get her a rental and it would be a simple repair. Little did I know. She was told that Enterprise would provide a car. When she called Enterprise in Ottawa, she was told they wouldn't have a car back for a week, and then there was a waiting list, so they couldn't say when a car would be available. Upon hearing this I called Intact. After being on hold for 55 minutes, I was told to keep calling Enterprise and I might find one. I politely told the Intact employee that I was paying for a rental car and I expected her to find a car. After waiting on hold for another 20 minutes I was told there weren't any rental cars available in Ottawa. I told her I didn't believe that and a car was critically needed immediately. I Googled Ottawa car rental and Avis was on the top of the list. A quick call and I was told they did have rentals available. He said Intact had been in touch with him and they wanted to pay $50 daily, and he charged $65. For $15 daily they straight out lied to me. The Intact rep suggested that my daughter should use a cab to get around and if she had her receipts she could get reimbursed up to $50 per day. I explained that she had a special needs child and he did not cope with changes to his routine. I told my daughter to pick up a car from Avis. After 10 days she owed Avis $626.47, an expense she couldn't keep up, so I gave her my car and now I am without a car. I have waited up to an hour several times trying to get through to Intact. My broker says there is nothing they can do. I have not had a call from an adjuster. On March 8th I received an unsigned letter from Intact with the name of my adjustor. There was a line telling me to call....(blank space) or to contact her by email at...another blank space. I called a broker, (not my broker) and got put through to the adjustor's voice mail, where I left a message with regard to the critical need for a rental car. No reply. Strangely, the broker was able to get through without a wait. My broker is Broker link, as useless as Intact. I thought perhaps I was being ignored because of my age but after reading reviews posted by others, it is clear that Intact has a history of terrible service. I am far from finished with them but I have no intention of getting shafted. I am fully aware they have staff lawyers. I have lived too long to be intimated by them. Anyone who interferes with the well-being of my special needs grandson will come to regret their actions.
If you are insured with Intact, do yourself a favor and get rid of them before you need them.

To call Customer Service... On the phone the whole morning... On hold... Still wasn't able to talk to anyone.
Called my adjuster directly... Cannot get hold of him. This is the third time I tried to reach him.
Regarding my auto insurance claim, I have to take the initiative, called the auto shop, they only got the pictures that I sent the adjuster more than a week ago. They say pictures are not enough, have to bring the car in. The adjuster will advise me. Up to now, the adjuster still didn't call. I have to take initiative again and again and schedule an appointment myself with the auto shop.
TERRIBLE... TERRIBLE.... will switch once the policy expires.
WARNING TO EVERYONE THINKING OF USING INTACT INSURANCE... DON'T!

They make it extremely difficult in contacting personnel. Extremely poor and disrespectful customer service. Nobody asked me the reason I quit Intact insurance.
It seems they don't care...

Do not sign up with Intact. We had an accident out of province - the phones lines were crossed (calling the number on the back of the insurance card led to intact Quebec not Intact Ontario, leading to more confusion); waited over an hour in winter on side of the road to speak with someone; the person we dealt with was unfriendly and unhelpful; we ended up sourcing the solution to the car fix/replacement vehicle ourselves. The whole situation was stressful and Intact refused to pay for services deemed safe and necessary by more than one mechanic. Terrible service, terrible coverage. The last people you want to deal with when you’ve just had an accident. Leaving Intact as soon as I can - hoping to save others from this totally sub-par experience. **would have given zeros stars to this rating but it was not an option*

Literally, the worst insurance company I have ever dealt with. Save your time and your sanity and never choose Intact.
(1) Took me a month to just get an ESTIMATE of the total damages to my vehicle after my accident
(2) Now I'm now stuck playing phone tag with people who apparently are never around trying to get an estimated repair date.
(3) It took them 4 days and 3 phone calls to actually start my claim
(4) It took them a week to tow my vehicle from the collision centre location to the city where I live
(5) Another week to tow it to the correct body shop at my dealership because they brought it to the wrong place - their own shop, not the one I noted
(6) Another two weeks to get the estimated repair amount AND BIG surprise, I didn't even get the estimated repair amount from Intact Insurance - I got it from the body shop itself because Intact is too incompetent to reach out in a timely manner.

Can't even call their general phone line because you're on hold for over an hour and then the line gets disconnected... They want to repair a $28,000 vehicle with almost $18,000 in damages. The biggest joke. Would not recommend Intact to my worst enemy.

Negatives though, I call them about 4 times a week professionally. A mix of adjusters extensions and calling the on-hold wait line.
The adjusters have never responded to a single email I've sent. So that is in the dozens to a hundred or so just this month. I've had one adjuster call me back from a VMail I left among dozens or hundreds as well.
Sadly the best option is the adjuster's extension, however, their pick-up rate vs. answering machine is approximately 1/12 or so attempts. Whereas the on-hold line takes up so much time it is prohibitive. I am presently on hold, hold began at 1:35 pm and it is now 3:50 pm while I'm writing this. So the holds are usually around 2 hours, and this is the worst yet at well over 2 hours so far and still waiting. The only reason I'm on hold is that I absolutely need to speak with someone and this is day 8 without getting through to anyone, which is unusual, but also awful.
1 star or less forever. I'd easily be giving this a 3 start without any improvements if they simply added a CALL BACK OPTION as many others have. Then it wouldn't be prohibitive to call the hold line since I could continue with my other business. Being unable to use my phone these past 2.5 hours is costing not only time but money in a very obvious way. I'm missing out on business.
I'll be dealing with Intact less in the future business-wise after writing this and realizing the clear abusive nature of our relationship. So now this is affecting their business and not just mine. I'll be dropping my personal policy with them tomorrow as of this writing.
TLDR: They're too big to care about their terrible customer service as well as being in the past on technology available for over a decade. Avoid them.

Our trusted broker submitted our claim. Nobody called from Intact. We have to call just to the hotline. And wait for more than one hour every time we call several times per week for a month now.
Someone put it wrong in our statement. Over one month we are trying to get the car fully repaired. The adjuster never returned phone calls.
Escalated to the manager via voicemail box.
Insurance broker got in touch and they told me about calling us. Nobody called days later. The car is in service, no explanation why missing parts are not approved and they are not paying for a rental car, which is in the policy.
Calling to English speaking line is getting switched to QC and they have to switch it back to Ontario and it is extra time to wait. One person from Intact did confirm this one and only line to call has been terrible for over three months now.
Their web portal is not allowing to log in to review the estimate. It is not recognizing their own policy number. Reported this bug, but nothing happened.

Several hours on the phone trying to figure out why they charged me another month after cancelling. Both Intact and their brokerage partner told me they do not know and I would have to contact the other group. Would never recommend to anyone.

I'm a private courier of 10 years in the Toronto area looking for a quote from Intact.
I am fully aware of the costs and qualifications for the insurance that I need to work so I went through the online vetting process, waited on hold for 20mins to be told I don't qualify because I deliver time-sensitive packages! Isn't that our job description??!
'that is due by 5:00 pm today!' That shouldn't influence how I drive!
This is wrong, discriminatory and misleading!