Canadian Underwriter

What Intact is doing during COVID-19

March 17, 2020   by Adam Malik

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Intact Insurance employees are working from home and the company has created a dedicated team to keep an eye on developments during the COVID-19 pandemic, the company told Canadian Underwriter.

“We are taking steps as needed to keep our people safe and make sure that everyone has all the information they need,” an Intact spokesperson wrote in an email. “We have a dedicated team monitoring this rapidly changing situation closely, as our priorities are the well-being of our employees and to be there for customers and brokers when they need us.”

The carrier has set up a portion of its website to provide information and updates on the COVID-19 situation, including a message from Intact CEO Charles Brindamour.

“We have many employees who are now working from home and we have a strong business continuity plan in place,” he wrote in his message. “We will take every step necessary to protect employees and customers while ensuring that our business remains operational.”

Intact’s COVID-19 site explains that the company is following recommendations made by both local and national health officials. “This includes more frequent cleaning and disinfection of shared areas and common surfaces, including doorknobs, bathrooms and kitchenettes. We’ve also increased the amount of hand sanitizer available to employees and customers in our offices globally.”

As for client care, the site confirms that claims hotline remains open 24 hours a day, seven days a week. Under its Frequently Asked Questions (FAQ) section, Intact does note that walk-in clients will not be accepted. Customers are asked to either call or visit their Client Centre portal online or through the app.

“Dealing with the COVID-19 pandemic is now our Number 1 priority,” Brindamour wrote, noting that extra caution and vigilance would be needed at this time. “We are working around the clock to remain as responsive as possible. Our focus is on the well-being of our employees and to be there for you — our customers and brokers — when you need us. We are committed to sharing as much information as possible with employees, customers and brokers in the days and weeks ahead.”

Brindamour also wrote that Intact’s “operations and capital position are strong” despite the volatility in the financial markets. “We are well-positioned to continue to serve our customers and brokers and support communities through this stressful period.”

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6 Comments » for What Intact is doing during COVID-19
  1. Debbie Miller says:

    How are INTACT and Mitchell-Whale dealing with claims payments, signed POL forms & the return of keys/ownerships? Most claimants can’t wait for the mail back and forth.

  2. Jordan says:

    “Keeping and eye out”? “Dedicated team”? Dispensing information from sources everybody already has access to? Talk about window dressing. I spoke to an employee of Intact Financial’s subsidiary office in Vancouver – she doesn’t understand why you’d continue to allow all those employees to be crammed in cubicles such as they are. There’s no sense of urgency at all. Always “we are evaluating”. Evaluating until what? Until the very moment an enployee/employees become sick and the entire office is infected? Come on, Brindamour, do better. Send everybody into telecommuting.

    • Ian says:

      Actually, as a current employee of Intact Vancouver I can confirm that the information you were provided was incorrect, many of us were approved to work from home well before the “pandemic” announcement with the rest of the floor clearing out as soon as our IT departments were able set up WFH options for them. Those that remained in the office were able to practice social distancing to keep themselves safe and any concerns raised to managers would have been addressed immediately as mine was. The IFC team has done an amazing job setting up WFH options for the entire company across Canada and I am proud of what they have been able to do for us and what they continue to do for the communities most impacted. Keep up the good work Intact!

  3. Jeff says:

    How about a break on insurance? We aren’t traveling any but for food.most 40 mms this month and if everyone else not traveling.less risk.and we’ll no money coming in so break plz

  4. Help us ! says:

    Not all workers are working from home!!

    They keep saying that they have server issues and will try to get you in but still nothing is done.

    And if you show that you are stressed they tell you we will not pay for your absence and we can see and review if we can take from your vacation time.

  5. Joyce grant says:

    I have always had the best service from Intact previous Dominion. I wouldn’t have any other insurance company. Their adjusters are great.

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