Frequently Asked Questions

When can I expect my adjuster to contact me after I have reported my claim?

Your broker will forward the claim to Peace Hills for handling and we make every effort to contact you within 24 hours or less. In cases of serious loss and emergency situations, we will contact you within an hour of receipt. When a high volume of claims are received, they are prioritized and the most urgent cases are called first.

How do you decide if my vehicle is a write-off?

A car is written off when it doesn't make economic sense to repair it. The following formula illustrates how to decide whether to repair or write-off. These examples assume a repair cost of $4,500 (includes a car rental if applicable) on two different vehicles.

Market Value - vehicle's value prior to the loss
Salvage Value - vehicle's value after the loss (prior to repairs)

Market Value $5,000 $7,000
Less Salvage Value ($1,000) ($1,500)
Equals Net Value $4,000 $5,500
Cost of Repair $4,500 $4,500
  Write-off Repairable

The net value of car 'A' is less than $4,500 (cost of repair) so it becomes a write-off.
The net value of car 'B' is more than the $4,500 (cost of repair) so it is repairable.

What are Accident Benefits?

⪧ They are benefits available to the driver and the passengers of a vehicle involved in an accident regardless of who is at fault.

⪧ The benefits cover out of pocket medical expenses for treatment, essential medical services and supplies.

⪧ The injury must be a direct result of the motor vehicle collision (MVC).

⪧ Limited coverage for wage loss is available.

What medical expenses are covered?

⪧ Those services and supplies which are essential for your treatment and recovery. For example physical therapy, medication, dental and chiropractic care.

⪧ These expenses are available for injuries caused directly and independently of all other causes and must be prescribed by a health care practioner.

⪧ The above may be reviewed by a medical advisor appointed by Peace Hills Insurance

Are there any limits or restrictions to Accident Benefits?

Yes. Medical expenses have a maximum limit of $50,000 per injured person and are limited to a maximum of two years.

Timelines, forms and payment options vary under:

a) The Diagnostic and Treatment Protocols Regulation (DTPR) for soft tissue injuries or

b) The Alberta Accident Insurance Benefits Amendment Regulation (AAIB) for non soft tissue injuries.

Please contact your claim representative to assist in the coordination of these plans.

How does wage loss coverage work?

⪧ To qualify you must be wholly and continuously disabled and unable to perform any and every duty of your job.

⪧ You must be employed at the time of the accident or have worked 6 of the previous 12 months.

⪧ Your weekly benefit is subject to a prescribed formula in the Automobile policy.

⪧ There is a one week waiting period that you are not able to claim for.

How do I make an Accident Benefits Claim?

Contact your claim representative who will guide you according to your needs and information required to assess your eligibility for medical and/or wage loss benefits.

What are Soft Tissue Injuries?

⪧ Over 80% of MVC injuries are soft tissue injuries (STI) such as Whiplash Associated Disorders (WAD) or muscle strains and sprains.

⪧ With sound, proven, evidence-based knowledge a person with STI can achieve a speedy and complete recovery.

If you think you have whiplash see a health care practitioner (HCP) - a physician, physical therapist or chiropractor as soon as possible about:

⪧ Education regarding signs and symptoms

⪧ Continuing your life as usual

⪧ Returning to regular activities and work

⪧ Balancing exercise and rest

⪧ Medication as necessary

⪧ Treatment for pain management

How long will it take to settle my claim?

The size and complexity of your loss will dictate how long it takes. Here are some examples of time frames.

⪧ Most cases of minor vehicle vandalism and stolen bicycles: Several days

⪧ An uncomplicated vehicle write off claim: One to two weeks

⪧ Major house fires: Approximately three months to a year

⪧ Injury claims: Three months to two years, depending on the seriousness of the injury. If there is a lawsuit, it could take as long as five years.

⪧ Multi vehicle collision: this is based on investigation & liability discussions with the other insurer, 3 weeks to 3 months.

What can I do to make sure things move along quickly and smoothly?

⪧ Report losses to your broker immediately.

⪧ Provide detailed and accurate information.

⪧ Discuss with the adjuster the claims process and what will be required for your particular loss.

⪧ Quickly provide police reports, witness names and all other documentation for claim assessment.

⪧ Complete all forms accurately, and in full. This is particularly important on medical forms, content lists and proof of loss forms.

⪧ If your vehicle is a write off, do your own research on its value. Settlement negotiations are usually quicker with clients who have accurate knowledge of their vehicles worth.

⪧ Be honest, forthright and cooperative with your adjuster.

Will this claim affect my premium?

There are many factors to consider, particularly in today's competitive market place. Your broker is best equipped to help you decide if it is worthwhile putting in a claim. Click here to find your broker's contact information.

How does replacement cost work?

Replacement cost coverage requires that you actually replace the damaged or destroyed item with a product of like kind and quality. If you choose to cash out on any or all items, the replacement cost clause does not apply and you will get paid based on the depreciated value. Depreciation is calculated using the pre-loss condition, age and life expectancy of the item.

What is a deductible and when would I pay it?

A deductible is the portion of the loss you have agreed to pay, regardless of fault. After a loss, you would pay the amount of the deductible to the service provider. Examples: body shop, contractor or the store replacing your goods.

Will I get my deductible back?

Generally speaking, you will not get your deductible back but there are some exceptions. Examples: If you are in a car accident and the other party is proven to be at fault, the other insurance company would repay you. If someone damaged your home, either the guilty party or their insurance (if they have it) would refund your deductible.


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