Transforming the Customer Experience
Customers are at the heart of our business. We put customers first, listen to understand their needs, offer the best solutions and deliver on our promises.
Building the
Best Team
In a highly competitive insurance market, our people set us apart.
Leading through
Innovation
Our employees are empowered to drive change and innovate, challenge the status quo and look for ways to improve.
Supporting
Businesses
Intact Insurance continues to add value, improve its commercial offerings to protect businesses and design new products to meet customers’ changing needs.
Reaching
More Canadians
From coast to coast, one in five Canadians count on us to protect what matters – their homes, cars and businesses.
Adapting to
Climate Change
We are working on all fronts to tackle the challenges of climate change – from research and development to product design and data exploitation – to build strong, prosperous and resilient communities.
We are evolving our products and solutions to ensure that we continue to meet customers’ changing needs. By leveraging data and technology we have made it easier for customers to connect with us in the way they prefer, be it online, on the phone or in person through a broker.
Making it easier
Whether they are getting a quote, buying insurance, or understanding their insurance documents, we are making insurance easier for customers. We recognize that customers’ time is valuable and that they deserve an experience that is second to none. With our new initiatives, customers can:
- answer fewer questions and receive home and auto insurance quotes in less than five minutes with our quick quote and home quick quote tools
- open an auto collision claim in five simple steps
- track their auto claims online and view their claim status any time
- check their insurance information anywhere, anytime with Client Centre
- retrieve their proof of insurance, commonly known as the electronic pink slip, via Apple Watch® and through Apple® Wallet on iPhones® (belairdirect is the first insurer in Canada to offer customers this option)
- save up to 25% on their annual auto insurance premiums based on driving behaviours with our usage-based programs available via device or mobile app
Some of our new initiatives are currently available for belairdirect and/or Intact Insurance in certain provinces only but we are working on broadening their scope.


Setting a new benchmark for superior claims service
To make things easier for customers after an automobile accident, we launched the Intact Service CentresTM.
At our one-stop service centres, customers can drop off their damaged vehicle, leave in a rental, and pick up their repaired vehicle when ready, while we take care of the rest. The drop-off and pick-up usually take 30 minutes, saving customers time.
To date, the centres have served more than 4,000 customers in Calgary, Ottawa and Toronto and received overwhelmingly positive responses from customers and brokers. We are opening a fourth Intact Service CentreTM in Montréal this spring.

Keeping our promise
We are proud of how our employees rallied to help those affected by the wildfires in Fort McMurray. As Canada’s largest provider of P&C insurance, we have the scale and expertise to handle nearly all our claims in-house, and are able to provide a seamless, high-quality experience 24/7. This helps us respond quickly and effectively to catastrophes – mobilizing 200 people within 30 minutes to support customers in need.
Within hours of the news of the wildfires, we had more than 1,000 claims employees from across the country, and 100 people on the ground, to help customers in Fort McMurray and the surrounding areas. By using satellite imagery and geocoding technology, we had a good picture of the fire’s impact, enabling us to assess the damage quickly. This helped assess claims and initiate a proactive response plan to help customers more effectively.
Across the country, our employees volunteered their time and donated generously. The Intact Foundation donated $100,000 to the Canadian Red Cross, and matched all employee donations in support of the Fort McMurray relief efforts.
We fully appreciate that the road to recovery is not easy where disasters are concerned. We can, however, assure customers that we will be with them every step of the way.

belairdirect received the highest numerical score in the Atlantic/Ontario and Québec regions in the J.D. Power 2016 Canadian Home Insurance Customer Satisfaction Study, based on 7,738 total responses from 14 providers in the Atlantic/Ontario region and nine providers in the Québec region, measuring experiences and perceptions of customers, surveyed March–April 2016. Your experiences may vary. Visit jdpower.com.