I had a very frustrating experience with my insurance claim.
After my accident, my vehicle was declared a total loss, but my claim was denied due to “collision declined” on my policy — even though I clearly remember asking for full coverage during my phone call with the agent.
When I requested the call recording, I received a version that does not include the part where coverage was discussed. Despite raising this concern multiple times, I was told the recording is “complete” without any proper explanation.
On top of that, I was told that changes were made at a local office — which is simply not true, as I never visited any office to make changes to my policy.
Throughout this process, I asked very clear questions:
- Who made the change to my policy?
- What proof is there that I declined collision coverage?
- When and where did this supposed in-person change happen?
Unfortunately, I did not receive clear answers. Instead, I was given vague responses and told that the decision is final.
As a customer, this is extremely disappointing. I trusted the process and believed I had full coverage based on my conversation, only to find out after the accident that my policy did not reflect that.
I am now escalating this matter further.
I hope this review helps others double-check their coverage and documentation carefully.
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The Co-operators Group Limited, founded in 1945, is a Canadian insurance co-operative owned by 44 members including co-ops, credit union centrals and representative farm organizations.