Fire, theft or vandalism - Auto

To file a claim

1 800 461-0770

24 hours a day, 7 days a week

Online claim

Roadside assistance hotline: 1 866 432-2049

Was your vehicle burned, stolen or vandalized?

Feel free to contact us, even if you’re not sure whether you need to file an insurance claim. We’ll help you take stock of the situation, tell you what you need to know and support you through every step of the claim process. Read this page for plenty of useful information.

Steps involved in settling a fire, theft or vandalism claim


Emergency services

Call the police, and if necessary, the fire department. Keep the police report number.


Report and opening of file

Fire, theft or vandalism of vehicle

Contact us as soon as possible with the following on hand:

  • Your insurance policy number
  • The police report number
  • The location where the incident took place
  • The contact information of witnesses and the tow truck company, and the location where the vehicle was towed to, if necessary.

We’ll open a file and walk you through how things work.

Send us your documents through the Client Centre.

Personal property stolen from your vehicle

This property is not usually covered by your auto insurance. You will need to make a home insurance claim.


Review of file and assessment of damage

The duration of this step varies from one file to another.

If necessary, we will assess the damage and determine whether your vehicle can be repaired.

If your vehicle was stolen, we will assess its replacement value.


Consult the damage estimate in Client Centre



We determine the terms of the settlement according to the coverage in your contract.

Tools :

See the settlement amount in Client Centre


Repair or replacement

Have any emergency repairs done that are necessary for your safety and keep all invoices and receipts. Depending on the settlement and the repair shop’s preference, we’ll either write you a cheque or pay the shop directly.

In the event that the vehicle is not repairable, we will compensate you based on its value and the terms and conditions set out in your contract.


Consult our list of approved auto repair and body shops

Additional information

  • Deductible

  • Premium

  • Repairs

The deductible is the amount the insured must pay in the event of a claim. The higher the deductible, the lower the cost of insurance. The higher the deductible, the more the insured will have to pay for damages in the event of a loss. However, you can avoid paying the deductible in certain situations.

Do I have to pay a deductible?

Under the Quebec automobile insurance policy, you are usually responsible for paying the deductible set out in the Declarations of your policy, except in the event of damage caused by fire. But at La Capitale, there are other exceptions:

  • If your vehicle keys are stolen, if your vehicle and home are insured with La Capitale, you will not need to pay a deductible to replace the keys (ignition or doors), or to reprogram them.
  • If your stolen car is insured by La Capitale, you will not need to pay a deductible if it is equipped with a recognized tracking system, anti-theft marking or an immobilizer.

Who do I pay my deductible to?

When a deductible applies, the amount is deducted from the indemnity payment. If your vehicle can be repaired, you pay the deductible to the shop that you have selected to repair your vehicle.

When you renew your auto insurance, insurers use any claims reported in the last five years to determine the risk of you being involved in another accident. The more claims you have on file, the higher the risk and the more your premium is likely to increase.

Will my premium increase?

Changes in insurance premiums at renewal are affected by several factors, such as where you live, how much you use your vehicle, the type of vehicle and your driving record. Your driving record includes an accident history, which includes losses other than collisions. It is the number of claims in the last five years (and not the amount paid in claims) that has an impact on the premium.

Find out more

What impact does the Automobile Claims Database (FCSA) have on the calculation of my Auto insurance premium?

The Automobile Claims Database catalogues all auto losses for the previous six years, whether or not a claim is filed. It allows your insurer to determine the risk that you represent and establish your premium accordingly.

Find out more

Once your claim file has been opened, our teams get to work to make sure life gets back to normal for you as quickly as possible. We’re here to help at every step of the process and make sure the coverage included in your contract is applied. That being said, you are free to make decisions when it comes to repairing your vehicle.

Who authorizes the repair shop to proceed?

The vehicle owner. You are the only one who can authorize repairs to your damaged vehicle throughout the entire claim process. The selected repair shop will have you sign a document authorizing the repairs to your vehicle.

Can I choose which repair shop I take my vehicle to?

Yes, you can choose which shop repairs your damaged vehicle. If you’re not sure which one would be best or would like some help in choosing one, La Capitale works with a network of approved auto repair and body shops that can:

  • Assess the damage
  • Provide you with a replacement vehicle free of charge while the repairs are being done
  • Offer additional warranties on repairs 

Am I entitled to a rental vehicle while my automobile is being repaired?

The vast majority of our network of body shops and dealers offer courtesy vehicles while repairs are being made to your vehicle.

If, however, you are not able to have a courtesy vehicle, check to see whether your coverage includes Q.E.F. 20 Loss of Use Extension Endorsement.  If so, this endorsement will cover the cost of renting a replacement vehicle while yours is being repaired.

Find out more

Who receives the cheque for repairs and who is it made out to?

If you assign your claim to the repair shop or the owner has a payment agreement with us, we will pay the repair shop directly by cheque or direct deposit.

Otherwise, the cheque is issued in the designated insured's and the repair shop's name.

How does the insurer determine whether my vehicle is repairable or a total loss?

For a vehicle to be declared a total loss, the cost of repairs must be greater than the value of the vehicle on the date of the accident. While the majority of vehicles declared a total loss are irreparable, it may be possible to rebuild some severely damaged vehicles, but they would cost more to repair than to replace with an equivalent vehicle.

  • Civil liability

  • Property stolen from your vehicule

  • Settlement period

What if you crash into your neighbour’s fence or make a dent in a street lamp that is city property? Civil liability insurance is mandatory as part of your auto insurance. It covers you if you are held liable for unintentional bodily injury or accidental damage to someone else’s property. 

What is civil liability?

If you unintentionally cause bodily injury or physical damage to another person’s property, you have a legal obligation to remedy the damage. This often represents substantial compensation amounts, which civil liability insurance protects you from having to assume.

This protection would also cover you if you had to defend yourself in court after being served a formal notice, alleging your civil liability. Your insurer would bear the expenses of your defence, including your lawyer’s fees and court costs.

This protection, which is included in basic home and auto insurance plans, can be increased for a few dollars more, to ensure that you have adequate protection in any situation that may arise.

What should you do if your vehicle causes damage to another person’s property?

  1. Give your details to the property owner.
  2. Notify the police and keep the police report number.
  3. Refrain from entering into an agreement to reimburse the owner of the damaged property.
  4. Call our claims department. 

If your personal property is stolen from a vehicle, it will be covered by your home insurance. If the vehicle is damaged at the time of the theft, two deductibles are usually applicable: One for the stolen property (home insurance) and the other for damage to the vehicle (auto insurance). At La Capitale, if your vehicle and personal property are insured with us, you will only have to pay for the higher of the two deductibles.

Is certain property covered by auto insurance in the event of theft?

To be covered under auto insurance, the item must have a link with the use of the device and the insured vehicle. The following are covered under auto insurance:

  • Items that are fastened (and not simply plugged) to the vehicle at the time of the loss (i.e. a luggage rack).
  • Vehicle parts that are removed temporarily or used only seasonally.
  • Items that are used for the maintenance of the vehicle (i.e. a snow brush).
  • Items that can be attached to the lighter only (i.e. a 12-volt compressor).
  • Parts or items purchased to be mounted on the vehicle, but not yet installed.

How long does it take to settle my claim?

Under the provisions of the Civil Code of Québec, the Insurer has 60 days to reach a settlement.

This period starts as soon as all required information and supporting evidence are received by the Insurer. In the event of theft, the settlement period includes a waiting period to see if the vehicle can be located by the police.

At La Capitale, the majority of cases are settled within this time frame.



Joint report

Fill out your joint report using the application created by the Groupement des assureurs automobiles or print a copy and keep it in the glove compartment.

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Online services

Access Client Centre through our website or with our mobile app to file an automobile claim, track your claims and easily send in your documents (joint report, receipts, photos, etc.).

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To file a claim or check the status
of your file

1 800 461-0770