Claims Process
Understand how to complete the insurance claims process quickly and conveniently
Having trouble communicating, or not sure who to ask about your claim's progress? See how Apollo can help ↓
Insurance Company's Claims Process
Below is the standard claims process between you and your insurance company (based on Quebec regulations and your policy terms). Every judgment and decision at each step is made by the insurance company or its claims adjuster.
At the Scene of the Accident
If anyone is injured, call 911 immediately. Then complete a Joint Report (Constat Amiable) together with the other driver and each sign it. Signing only confirms the identities of both parties and what happened — it is not an admission of fault.
Notify Your Insurance Company
Contact your own insurance company within a reasonable time to report what happened, providing your policy number and the date, time, and location of the accident.
The Insurer Assigns a Claims Adjuster
Your insurance company will assign a claims adjuster to follow up on your case and determine liability based on the circumstances of the accident and applicable rules such as the CID (Convention d'indemnisation directe).
Submit Supporting Documents
Provide the documents requested by the adjuster, such as a police report (if applicable), accident photos, repair quotes, your driver's license, and vehicle registration.
Claim Decision
Once the adjuster completes the assessment, they will inform you of the decision, including the compensation amount and method; if the claim is denied, they will explain why and outline your appeal options.
Payment
Once a claim is approved, the insurance company typically pays out by bank transfer.
Accident Report Form (Constat Amiable)
The official online accident report form is currently only available in English and French. You can also download the original French blank form, or refer to the Chinese reference translation alongside it.
Field-by-Field Guide for Your PhoneThe Chinese reference translation is provided for comparison only; if it differs from the official French text, the French original prevails. Completing and signing the accident report form does not constitute an admission of fault.
Claims Information
Important Reminders
- Contact us as soon as possible after an insurance incident to avoid delays in claims processing.
- Keep all relevant evidence, such as incident photos, repair receipts, medical reports, etc.
- In serious incidents, prioritize personal safety and notify police and emergency services as appropriate.
Common Required Documents
Home Insurance Claims
- • Property loss inventory
- • Damage photos
- • Repair quotes
- • Purchase receipts (if available)
- • Police report (if applicable)
Auto Insurance Claims
- • Accident report
- • Vehicle damage photos
- • Repair quotes
- • Driver's license and vehicle registration
- • Police report (if applicable)
Support Apollo Can Offer
The following services are provided by Apollo Insurance as customer support and are not part of the insurance company's claims process. The insurance company has not outsourced claims handling to us, and we do not hold a claims-adjusting license — the final judgment and decision on any claim always rests with the insurance company's claims adjuster. We can only provide supplementary support.
Language & Document Assistance
If you find it difficult to communicate with the insurance company's claims adjuster, or need help preparing or filling out claims-related documents, feel free to contact us — we can help you organize your paperwork.
Follow-up on Delays
If you've already submitted your information but haven't heard back from the claims adjuster after a week or two, contact us and we can help follow up.
Communication Support
If you and the claims adjuster disagree on something, you can also contact us — we can help you communicate with the insurance company and ask about the situation.
Ongoing Tracking
We offer a claims-tracking service, staying in touch and following your claim's progress until it is fully resolved.
Need Help?
If you have any questions about the claims process or need to submit a claim, please contact our customer service team at any time. We can provide professional support in French, English, Mandarin or Cantonese.