Early in the claim
- “Which Fault Determination Rule did you apply, and why that one?”Ontario fault comes from a fixed list of scenarios in Regulation 668. Asking for the rule number turns a vague disagreement into a checkable question. If the scenario doesn't match what happened, that's your opening.
- “Is this being recorded as a claim, or as a report only?”The difference decides whether it can affect your premium. Ask at the start, and again before the file closes.
- “Which coverage is responding — DCPD, collision, or comprehensive?”This determines your deductible and whether the claim is chargeable. Read more on which coverage pays.
- “What deductible applies, and why that amount?”A deductible on a claim you believe is not-at-fault is worth querying — standard DCPD usually has none.
Repairs and vehicle damage
- “Can I use my own repair shop?”In Ontario the choice of repairer is yours. Preferred shops offer conveniences, but you're not obliged to use one.
- “Am I entitled to a rental, and under which coverage?”Not-at-fault claims generally include loss of use through DCPD. At fault, you need the OPCF 20 endorsement. Ask before booking anything.
- “If my shop and your appraiser disagree on the estimate, what happens?”Usually they speak directly. Knowing that in advance saves you playing messenger.
If the vehicle is a total loss
- “Can I have the full valuation report, including every comparable used?”You're entitled to see how the number was built. Most gaps become obvious the moment you can read the inputs.
- “What options and equipment list was the valuation based on?”Missing options are the most common reason a settlement comes in low. Check it line by line against your build.
- “Does this figure include HST?”You'll pay tax replacing the vehicle. Confirm whether the settlement accounts for it before you agree to anything.
- “Does my policy include OPCF 43?”If you bought the car new and have the waiver of depreciation, the settlement is based on original purchase price rather than current value — often a five-figure difference. More on OPCF 43.
Build the evidence to go with these questions using the valuation review tool.
Before the file closes
- “How is this file being coded and closed — what will appear on my claims history?”This is the question almost nobody asks, and it's the one that determines your renewal. Ask it in writing, and verify it later on your own AutoPlus report.
How to ask without making it adversarial
None of these questions are confrontational, and they land best when they don't sound like a challenge. Adjusters handle large caseloads and respond to clear, specific requests far better than to general dissatisfaction.
- Ask for information, not for a different answer. "Which rule did you apply?" beats "that's not fair."
- Concede the fair points. If they're right about something, say so — it makes your real point more credible.
- One question at a time. A list of twelve at once gets a summary; one specific question gets a specific answer.
- If you disagree, ask what evidence would change it. That question is far more productive than arguing the conclusion.
If a genuine disagreement remains, there's a defined escalation path: the adjuster, then a supervisor, then the insurer's complaints officer, then the General Insurance OmbudService. The full dispute route is here.
Common questions
Does my adjuster have to tell me which fault rule they used?
Yes. Fault for insurance purposes is assigned by matching your collision to one of the scenarios set out in Regulation 668 under the Insurance Act, and you are entitled to ask which rule was applied to your accident. This is the single most useful question in a fault disagreement, because it converts a vague dispute into a checkable one: either the scenario matches what happened or it does not.
Can I choose my own repair shop in Ontario?
Yes. Insurers maintain preferred shop networks and will usually recommend one, and those often come with conveniences like guaranteed work and direct billing. But the choice of repairer in Ontario belongs to you. The insurer's obligation is to pay the reasonable cost of proper repairs regardless of where the work is done. If your shop and the insurer's appraiser disagree on the estimate, ask them to speak directly.
What should I ask before my claim file is closed?
Ask how the file is being coded and closed, and specifically what will appear on your claims history: whether it is recorded as a paid claim, a claim closed at zero, or report-only, and what fault percentage is attached. This determines your renewal far more than anything else in the conversation, and almost nobody asks it. Get the answer in writing, then verify it yourself on your AutoPlus report.
Should I email my adjuster instead of calling?
For anything important, email is better. Claims run over weeks or months, files change hands, and adjusters go on leave. A written record of what was said and agreed survives all of that. This is not about distrust — sending a short email confirming what was discussed on a call is completely normal and most adjusters appreciate the clarity.