With a month left in their lease on a building in Airdrie (used as a quick-response base for hail damage) Intact Insurancewondered what to do with this space. They’d been brainstorming about how to improve the customer’s experience with making claims and decided to launch a trial centre that would take this process to a whole new level. This Intact Service Centre would take care of everything for the customer – they just had to drop off the vehicle after an accident and pick it up when it was repaired. This mini trial was such a success that Intact decided a full pilot program was needed. Intact launched their ‘Service Centre’ in Calgary Alberta in March 2016. It focuses on providing a streamlined and personal experience for all Intact customers in the Calgary area whose vehicle is still driveable after an accident. In its first year of operation the centre took in over 2500 vehicles and has received very positive feedback.
Here’s how it works:
If you’ve been an accident the first thing you want to do after establishing that everyone is okay is tocall your broker. They’ll be able to give you advice and put you in touch with the appropriate Intact contact. Intact will take your statement and guide you through the claims process. If your vehicle is eligible you will be booked into the Intact Service Centre. They’ll let you know what you’ll need to bring.
All you have to do now is drive your damaged vehicle to the Service Centre. Once you’re there you’ll hand over your keys and sit down with an adjuster. This individual will stay with you throughout the entire claims process and you’ll be able to contact them directly. Your Intact adjuster will confirm your policy coverages and the extent of the damage from the accident. You’ll sign papers giving Intact permission to drive your car and repair the damage and you’ll also get the opportunity to choose the repair shop or dealership the vehicle is sent to.
Intact has five preferred shops within 25km of their Service Centre. Intact’s vehicles receive priority treatment meaning they get repaired first. If necessary (particularly for high-end vehicles with lots of technology) the vehicle will also be sent to the dealership for repair. You can of course choose to send your car to a shop or dealership of your choice with the understanding the process may take a bit longer.
Next you’ll head out to inspect your car. While you were talking with the adjuster your vehicle will be brought into the inspection area where it will be washed parked and evaluated by an appraiser. They’ll have marked the damage from the accident and in your walk-around you’ll confirm the damages and set expectations for the repair process.
Your final stop is to the onsiteEnterprise officeto pick up your rental vehicle. Intact has a dedicated fleet so you’ll never have to worry about rental car availability. Generally you get the vehicle model closest to your own but of course you can choose what you’d like.
Now the repair process begins for your damaged vehicle. Depending on the extent of the damage this will take approximately 5-10 days. Your vehicle will be driven to the shop or dealership where repairs will get underway. You’ll receive your first update after 48 hours and you’ll continue to be kept up to date by your adjuster throughout the process.
Once repaired your car undergoes a final inspection at the shop then it is returned to the Intact Service Centre. The appraiser conducts a final quality assurance check on your repaired vehicle. If there is anything they are unhappy with the vehicle is returned to the shop and you will be notified about the delay and its cause. If this final inspection is passed you’ll be contacted and an appointment will be set up for you to drop off your rental and pick up your car.
Once you’re there to pick up your vehicle you’ll do another walk-around to make sure you’re happy with the repairs. All repairs come with a guarantee so any issues will be taken care of promptly.
Drop-off appointments start at 7am every weekday morning and you’re generally there for half an hour. The centre stays open until 7pm and even has hours on Saturdays so it’s convenient for customers to pick-up and drop-off their vehicles.
Eligible Vehicles for Intact Service Centre Calgary
- Currentcar insurance policywith Intact Insurance
- Vehicle must be driveable
The one exception is hail-damaged cars even if they’re driveable. These vehicles will be fixed at a separate hail-damage-only location.
This efficient and personable experience is a whole new take on processing claims. No need to make endless appointments to get quotes for repairs or take days off work to get your vehicle where it needs to be. It’s a one-stop process where all you need to do is drop the vehicle off and pick it up when it’s ready. You deal with one person who will keep you informed throughout the process and is available to answer any questions you might have. Currently the centre takes in an average of twenty vehicles per day and clients spend about thirty minutes in the modern comfortable building. Customers have expressed a high level of satisfaction with the process and this centre was deemed such a success that Intact has already opened three more locations in Montreal Ottawa and Toronto.
