FAQs: Stuff we get asked a lot

You can call our living, breathing Customer Service Heroes with any questions at 1-844-SONNET4 (1-844-766-6384) Monday to Friday from 8 a.m. to 8 p.m. ET. If you're in Quebec, our hours are Monday to Friday from 9 a.m. to 5 p.m. ET.    Not a phone person? Chat with us by clicking on the “Chat” button during business hours or email us any time at help@sonnet.ca - we’ll get back to you as soon as we can.

Let's take care of that! Call 1-844-SONNET4 (1-844-766-6384) and we'll help you out. You can also chat with us online or email us at help@sonnet.ca

First, check your spam folder to make sure it didn’t end up there. If you still can’t find it, give us a call at 1-844-SONNET4 and we’ll make sure we have the correct email address for you. We’ll resend you the link to get your quote. You’ll receive a new link within the next few minutes. 

This means that we use the latest security standards and encryption technology to keep your information safe. In a nutshell, encryption technology “scrambles” your private information so it becomes unreadable to anyone else. You can learn more about how we protect your privacy and information in our Privacy Policy.

• Your property. All the information we access about properties in your area is public data. A variety of service providers maintain this data. We just assemble it to simplify the quote process and get you the most competitive price.

• Your vehicle. The information we get about your vehicle and your claims/driving history mainly comes from the Insurance Bureau of Canada and the Ministry of Transportation for your province (in Quebec, we also get information from the Groupement des assureurs automobiles).

There are a couple of things you need to consider:

Liability limits. We'll cover you and the people on your policy for valid claims, and the cost of settling those claims, if you're held liable for injuries or damage to someone else's property as a result of an auto accident. Tip: Minimize how much you could be financially liable for in the case of a major accident by increasing this limit. 

In Quebec, we cover the damages to your vehicle as well as those to someone else’s property. However, injuries are covered under the Quebec public insurance plan, SAAQ.

Extra coverages. If your vehicle would cost more than the deductible amount to repair it, you might consider adding Collision: Your Fault and/or Comprehensive coverage. (In Quebec, Collision coverage is called “Collision and Upset”, and Comprehensive is known as “All Perils Other than Collision and Upset”.) If your vehicle is involved in a collision with another object or tips over, Collision coverage will help cover the  damage. Comprehensive covers your vehicle against loss or damage other than what's covered by Collision. This includes falling or flying objects, missiles and vandalism, and all the things listed under Specified Perils.

Good question! For our home policy, we offer something called "actual replacement cost" instead of having a set policy limit. Meaning? If you have a claim and decide to repair or replace your lost or damaged property, we cover the cost to repair or replace your lost or damaged property (whichever is less), no matter how much it costs, without any deduction for depreciation. If you choose cash payment instead of repair or replacement of the damaged property and the claim is $10,000 or more, we’ll deduct depreciation from your payment unless you’ve purchased the Above and Beyond Package.

What do we mean by “deduction for depreciation”? It means loss of an item’s original value due to age, wear and tear, or because it’s obsolete. Any new materials used to repair or replace property must be similar in kind, quality, and usefulness.

If you’re a condo owner or renter and you have a claim and decide to repair or replace your lost or damaged property, we cover the cost to repair or replace your lost or damaged property (whichever is less), up to your policy limits, without any deduction for depreciation. Again, if you choose cash payment instead of repair or replacement of the damaged property and the claim is $10,000 or more, depreciation will be deducted from your payment unless you’ve purchased the Above and Beyond Package.

Any new materials used to repair or replace property must be similar in kind, quality and usefulness.
 

Yes! Mobile homes can be covered under our Homeowner’s Policy. In order to be covered, your mobile home needs to be fully skirted. Please note though, your mobile home isn't covered under our Homeowners Policy while in transit.

There’s a number of factors we look at to help determine your rate.

•    Number of past claims
•    Information about you (e.g. how many years you’ve been a licensed driver)
•    Traffic violations (e.g. speeding tickets)
•    Where you live
•    Your vehicle and how you use it

Also, each province has government regulations that oversee how prices are determined by insurance companies.

It’s a whole lot of math and statistics. Basically, we look at a complex set of factors that determine your rate. For instance:

• Where your home is located
• Home structure, age, heating equipment, etc.
• Size of your home
• Number of past claims
• Information about you (age, etc.)

Along with the usual questions about you and your vehicle, we’ll also ask you for your driver’s licence number (to get information about your driving and claims history) as well as your vehicle’s VIN  (vehicle identification number). Oh, and don’t worry – your information is secure and won’t be shared with or sold to anyone else.

Enter your driver’s licence number exactly as it’s shown on your licence. Also, it is important that you enter in your name and your date of birth like it is on your driver’s licence. Be sure to include any dashes and special characters.

Still need help?  

Check out your province below to see how your driver’s licence number should be entered.

Driver’s licence formats

Alberta

Your driver’s licence will be one of 4 formats:

• AA#### 2 letters followed by 4 numbers
• A##### 1 letter followed by 5 numbers
• ###### 6 numbers
• #####-### 5 numbers, dash 3 numbers

#= any numbers
A= any letters

Please note: If you have a Class 5- Graduated Drivers Licence, please choose “Probationary (5P)”

British Columbia

• ####### 7 numbers

#= any numbers

Heads up! Unfortunately, we don't offer coverage in this province. If you currently live in a province that we do cover, you can still purchase insurance with this driver’s licence. Be sure to check with your provincial transportation services to update your licence to match the province you currently live in.

Manitoba

• AAAAAAA###BB 7 letters followed by 3 numbers, followed by 2 numbers or letters

A= any letters
#= any numbers
B= numbers or letters

Please note: do not enter dashes “-“

Heads up! Unfortunately, we don't offer coverage in this province. If you currently live in a province that we do cover, you can still purchase insurance with this driver’s licence. Be sure to check with your provincial transportation services to update your licence to match the province you currently live in.

Newfoundland & Labrador

Your licence will be one of 2 formats:

• AYYMMDD### First letter of your last name, the last 2 numbers of your birth year, 2 digits of your birth month, 2 digits of your birth day followed by 3 numbers

A= first letter of last name
Y= the last two numbers of birth year
M= month of birth year
D= day of birth year
#= any numbers

• AA######## 2 letters followed by 8 numbers

A= any letters
#= any numbers

Heads up! Unfortunately, we don't offer coverage in this province. If you currently live in a province that we do cover, you can still purchase insurance with this driver’s licence. Be sure to check with your provincial transportation services to update your licence to match the province you currently live in.

New Brunswick

• ####### 7 numbers

#= any numbers 

Northwest Territories

• ###### 6 numbers

#= any numbers

Please note: there can be 5 or 6 numbers, enter what you have on your driver’s licence.

Heads up! Unfortunately, we don't offer coverage in this territory. If you currently live in a province that we do cover, you can still purchase insurance with this driver’s licence. Be sure to check with your provincial transportation services to update your licence to match the province you currently live in.

Nova Scotia

• AAAAADDMMYY### first 5 letters of your last name, 2 digits of your birth day, 2 digits of your birth month, the last 2 digits of your birth year, followed by 3 numbers

A= first 5 letters of last name
D= day of birth year
M= month of birth year
Y= the last two numbers of birth year
#= any numbers

Please note: If your last name is less than 5 letters, then these characters need to be entered as spaces on sonnet.ca

Nunavut

• ###### 6 numbers

#= any numbers

Please note: there can be 5 or 6 numbers, enter what you have you your driver’s licence.

Heads up! Unfortunately, we don't offer coverage in this territory. If you currently live in a province that we do cover, you can still purchase insurance with this driver’s licence. Be sure to check with your provincial transportation services to update your licence to match the province you currently live in.

Ontario

• A####-####Y-YMMDD the first letter of your last name, any 4 numbers, dash, any 4 numbers, the last 2 digits of your birth year separated by a dash, 2 digits of your birth month, 2 digits of your birth day

A= the first letter of your last name
#= any numbers
Y= the last two numbers of birth year
M= month of birth year
D= day of birth year

Please note: In certain cultures, the first and last name is reversed, if the first letter of your driver’s licence happens to be from your first name, please enter in your first and last names in the opposite sections.

Prince Edward Island

• ####DDMMYY## 4 numbers, 2 digit day of birth, 2 digit month of birth, last 2 digits of birth year, followed by 2 numbers

#= any numbers
D= day of birth year
M= month of birth year
Y= the last two numbers of birth year

Quebec

• A####DDMMYY##  first letter of your last name, 4 numbers, 2 digits of your birth day, 2 digits of your birth month, last 2 digits of your birth year, followed by 2 numbers

A= the first letter of your last name
#= any numbers
D= day of birth year
M= month of birth year
Y= the last two numbers of birth year

Please note: do not enter dashes “-“

Saskatchewan

• ########  8 numbers

#= any numbers

Heads up! Unfortunately, we don't offer coverage in this province. If you currently live in a province that we do cover, you can still purchase insurance with this driver’s licence. Be sure to check with your provincial transportation services to update your licence to match the province you currently live in.

Yukon

• ###### 6 numbers

#= any numbers

Please note: number of digits varies per driver’s licence (you might have less than 6)

Heads up! Unfortunately, we don't offer coverage in this territory. If you currently live in a province that we do cover, you can still purchase insurance with this driver’s licence. Be sure to check with your provincial transportation services to update your licence to match the province you currently live in.

When you have a claim, the deductible is the amount you’re responsible for paying. Here’s how it works:

Let’s say you experience a loss that’s covered by your policy. Any expenses that are below the deductible amount are your responsibility. The amount that’s over and above your deductible is our responsibility. 

If you want to lower your insurance premium, you can choose a higher deductible. Remember though, this means in the event of a claim you will be responsible for a larger amount of money. 

For home policies, there’s a deductible waiver. This means we’ll remove the deductible amount for any claim over $25,000 (except if the damage is due to an earthquake).
If more than one deductible applies to an insured event in a single policy, only the highest deductible will be applied to the loss (except if the damage is due to an earthquake).

Landlord belongings include your items that are kept in the property, such as furnishings. Even if you rent out your property as "unfurnished” this coverage is still required, as it includes landscaping equipment, maintenance equipment and household appliances (e.g. fridge, washer, oven).

In Ontario, you’re eligible for winter tires savings if you have a full set of winter or all-weather tires (each marked with a logo of a peaked mountain with a snowflake) installed on your vehicle from November until April. To get this discount, check the option to confirm you have winter tires when getting a quote. 

Already a Sonnet customer and just purchased winter tires? Update your policy by logging in, click on your policy and follow these steps: 

Edit policy > update vehicles, drivers and coverage > winter tires > “yes”.

A depreciation waiver is included in the Replacement Value Bundle. It’s specifically designed for newer vehicles to ensure your new car is replaced to its full value, without any deductions for its limited use (e.g. wear and tear).

We get asked this question a lot! Here’s the low down…

Actual Replacement Cost. If you have a claim and decide to repair or replace your lost or damaged property, we’ll cover this no matter how much it costs and without any deduction for depreciation (wear and tear from its use). 

Actual Cash Value. If you have a claim and decide not to repair or replace your lost or damaged property, we can pay you cash for the cost of the item, taking into consideration its condition at the time of loss. For example, if you had a bicycle that was 10 years old, we’d price it based on its age and used condition. The value of the item is reduced because of normal wear and tear over time.

Your personal belongings are anything you own that you could pack in a bag or put in a moving truck. This includes whether they're in your house or not.  These items are covered up to replacement cost- meaning there’s no dollar limit to repairing or replacing these items should they be lost or damaged. For tenants and condo owners the overall dollar limit per claim is equal to your personal belongings maximum.  

Special belongings refer to a small list of items that can be very expensive, therefore these items are limited to $3,000 per item, with a total value of $10,000 per claim (these amounts can be increased if you like). Examples of special belongings- jewelry, artwork, collectibles and bicycles. 

There’s a few other items that also have dollar limits, such as business property and spare auto parts. These limits cannot be increased.
 

If your vehicle is new (or nearly new), then this bundle of three coverages is for you. 

Roadside Assistance. We’ll reimburse you up to $50 for related emergency expenses.

New/Used Vehicle Replacement. We’ll replace your vehicle without any adjustment for depreciation.

Hit-and-Run Deductible Waiver. We’ll waive your deductible up to $1,000 in the event of a hit-and-run, as long as it’s reported within a reasonable time (like a day).

If you want to make sure you’re never left without transportation, then be sure to add this bundle of two additional coverages. 

Transportation Replacement. We'll provide you with a rental vehicle in the event of a claim. You're covered for a rental car comparable to your own. 

Damage to Non-Owned Vehicle. You're covered for the loss or damage of a rented or borrowed vehicle (that’s comparable to your own) when you’re in Canada or the U.S. 

While you may not have reported an accident, it still might be on record if it was reported to the police or if the other party involved reported a claim. This information is made available to us when we check your claims history.

No. To prevent you from being a victim of insurance fraud and for legal reasons, you must be the one to consent to and purchase your policy. A third party – even a licensed broker – cannot purchase a Sonnet policy on your behalf.

We’ve made insurance straightforward and easy to understand. But if you do need some help along the way, our licensed Customer Service Heroes are available by phone, email or chat.

You have three payment methods to choose from – credit card, bank withdrawal or PayPal™.

Heads up! Every customer will have a different experience. We take different factors (based on the information provided in your quote) into consideration when determining which payment methods are available.
 

You can pay monthly, annually or three times a year.

Heads up! Every customer will have a different experience. We take different factors (based on the information provided in your quote) into consideration when determining which payment methods are available.

There are a couple of things you can do. First, check your spam folder to make sure it didn’t end up there. If you still can’t find it, give us a call at 1-844-SONNET4 and we’ll make sure we have the correct email address for you. We'll resend the email to you so you can activate your account and retrieve your policy documents.

If you’re having difficulties, double check that you’re entering the correct credit card or PayPal information. We suggest you contact your provider if you're unsure of your information, or if there’s a chance you don’t have enough credit available. Also, please note that we’re unable to accept VISA debit, as the payment process isn’t instant. 

Yes! You will be able to do that on your Sonnet account, after purchasing. Simply log in and click on “Update Payments” at the bottom of your homepage.

After you purchase your auto insurance, we’ll send you an email with a link to your account. That’s where you’ll find all your coverage details as well as a copy of your pink slip (this is for reference only – you’ll need to keep a hard copy version with your vehicle). We’ll also send you a hard copy of your pink slip via snail mail (aka Canada Post).

It happens... and we’ll try to help you get back on track. If your bank account withdrawal comes back with non-sufficient funds, we’ll attempt the same payment again a few business days later. If the payment is successful on the second attempt, you won’t be charged an NSF by Sonnet. If the second attempt is also unsuccessful, a separate NSF fee gets charged to your account. You’ll also receive an email letting you know what the next steps will be to resolve this. 

Sure! You can change your monthly withdrawal date once per policy period. You will need to change your withdrawal date at least 15 days before your next payment date, otherwise the withdrawal date change will go into effect on the following month.

Yes — but only at renewal. Don’t worry, we will notify you well in advance so you have time to make any changes. Payment options are catered due to the information you provided to us- typically our options are to pay monthly, annually or three times through the year. 

Your payment plan can only be changed at renewal. We’ll notify you well in advance so you have time to make any changes. You can change your monthly withdrawal date anytime, but only once, during your contract period.

If you choose to make monthly payments, you’ll pay your first and last month's premium on the date you purchase. This means you’ll only need to make 10 monthly installments - we won’t take a payment in the last month as you would have already paid it. 

You can make your payment using a credit card (VISA, MasterCard or Amex). Alternatively, you can pay via your PayPal account - we’ll charge this payment during the purchasing of your policy. 

Bank withdrawals don’t provide an immediate confirmation of a successful payment, so we aren’t able to accept this method of payment as an option. Also, please note we’re unable to accept debit cards, as the payment process isn’t instant.

We’ve been introducing down payments since February 2018 and it’s a method that’s permitted by our provincial regulators. We want to make our quoting and purchasing experience as easy, seamless and secure as we can. Taking an instant down payment eliminates the risk of receiving incorrect payment information, which can lead to the cancellation of a policy due to non-payment. Making this down payment will give you peace of mind in knowing that your coverage is secure.  

No, you’ll simply continue making seamless monthly payments (unless you want to change to a different payment frequency when you renew).

Heads up! Every customer will have a different experience. We take different factors (based on the information provided in your quote) into consideration when determining which payment methods are available.

Not to worry. If you've forgotten your password, just click this link. Fill in your email address, hit send and we'll send you an email with instructions on resetting your password.

No problem. If you’ve forgotten your email address, just call 1-844-SONNET4 any time, Monday to Friday from 8 a.m. to 8 p.m. ET and Saturday 9 a.m. to 5 p.m. ET. A team member will find the email address that’s attached to your account. 

That’s an easy one. Just login as usual using your current email address and password. Once you’re logged in, go to My Settings. Select “Edit” beside Email address or Password, depending on which one you want to change. Make your changes, select save and you’re done! 

Let us know by calling 1-844-SONNET4 any time, Monday to Friday from 8 a.m. to 8 p.m. ET and Saturday 9 a.m. to 5 p.m. If you’re in Quebec, our hours are Monday to Saturday from 9 a.m. to 5 p.m. ET.

We’ve tried to make this part of your move as easy as we can! You can update your location by using our Move Tool. Simply log in to your account, scroll to the bottom of your home page and click on “Are you Moving?”. Follow the steps on your account and you’re done! Your documents will be updated once you have completed the change. 

We’ll calculate your coverage based on the factors of your new location. This might change the coverages that are offered and you might see an increase or decrease in your premium. Be sure to review any changes in price and coverage carefully. These will be highlighted during the move process.

 

Yes – even though we hope you don't. Please call 1-844-SONNET4 first and we'll do our best to make things better.

If you still want to cancel your policy:

• Log in to My Account and select My Policies.
• Choose the option to cancel your account.
• Select an end date for your policy. (Sorry, we can't backdate your cancellation.)
• Depending on the payment schedule you've chosen, we may owe you money or you might owe us.

The cancellation fee your insurance company will charge you will depend on how far along you’re in to your policy term. The closer you are to your policy renewal date, the less you’ll have to pay.

Most insurance companies will charge you around 2 to 7% of your premium (usually they’ll take the higher percentage amount if you’re at the start of your term). On an average home policy of $800 a year, the cost to cancel your policy would be around $16 to $56. On the average auto policy of $1,600 a year, it would cost around $32 to $112. On the average auto policy of $1,600 a year, it would cost around $32 to $112.

We’ve come up with a number of ways to help make sure you get the best price on your insurance.

Home insurance savings. Here are the ways you could save on your home insurance:

• Exclusive Sonnet Savings. Self-service has its benefits! You’ll save just for purchasing your insurance online. How easy is that?

• No Fees. No matter how you’re paying for your insurance, we won’t charge you any pesky fees.

• Claims Free. If you’re lucky enough to have been claims-free for five years, you could save.

• Multi-Location. When you insure more than one location, you could qualify for a multi-location discount. 

Auto insurance savings. There are a number of ways you could save on your auto insurance premium:

• Exclusive Sonnet Savings. Self-service has its benefits! You’ll save just for purchasing your insurance online. How easy is that?

• Multi-Vehicle. Insuring more than one vehicle with us? Awesome! You deserve a discount for that.

• Multi-Policy (home and auto). You’ll save when you insure both your home and your vehicle with us.

• Winter Tires (only in Ontario). They’ll keep you safe and help you save on your auto insurance.

• Claims Free. If you’re lucky enough to have been claims-free for five years, you could save.

• Convictions Free. Good driving behaviour deserves to be rewarded!

 

Often, your leasing or financing company requires proof of auto insurance. With Sonnet, all of your paperwork is automatically generated within minutes of buying your policy. Just log into your account, visit the Documents section and download Your Policy Summary. This document, also known as a Declaration Page, summarizes all of your policy coverages, limits and lists the named leasing or financing company.

Just as it’s important to know what your policy covers, it’s also important to know what it DOESN’T cover. Depending on where you live or your situation, you may need additional insurance coverage for certain things that aren’t covered by your standard home policy, like:

• Flood
• Earthquakes and landslides (you can purchase additional earthquake coverage)
• Wear and tear, and maintenance
• Loss or damage caused by mould
• Hail damage (Alberta homeowners/rented dwellings only)
• Sewer backup coverage
• Specialty belongings over $3,000 per item or $10,000 combined.  We consider jewellery, watches, gems, furs, collectibles (including sports cards, comic books, sports memorabilia, rare or signed books, coins and stamps), and silverware to be specialty belongings
• Freezing, unless it happens within part of your house that is heated and you haven’t been away for more than 14 consecutive days
• Direct damage caused by skunks, raccoons, birds, vermin, rodents, bats and insects

Planning to be away from your house more than 14 consecutive days? For your coverage to apply, you must:

• have someone ensure that your home is being properly heated while you’re away, or
• shut off the water supply and drain all pipes and appliances, or
• have your heating system connected to an alarm service that is monitored at all times and can respond to any emergency.

If you use your vehicle to carry explosives (yikes!) or radioactive material, we won’t provide you with coverage. There’s also no coverage under your policy if you use your vehicle to make deliveries for a business, as an emergency vehicle, taxicab (that includes Uber), bus or for sightseeing tours – as in paid sightseeing tours… it’s okay to show your out-of-town cousins the local sites.

Here are some examples of loss or damage that may not be covered:

• Tires

• Mechanical breakdown

• Rusting

• Corrosion

• Freezing

• General wear and tear 

Be sure to check your policy for the full list of what is and isn’t covered.

For your home. Install smoke and fire alarms, a security system, a sump pump and/or backflow valve... any of these are smart investments to protect your home, your belongings and your family.

For your vehicle. Keep your driving record clean - drive safety, obey speed limits and other rules of the road. That also means ensuring that anyone else who drives your vehicle drives smart as well (remember, when you lend your car you're also lending your insurance!). And be sure to review your coverage regularly - if you situation has changed (e.g. you're working more from home and commuting less) you might be able to lower your premium at renewal time.

Full coverage can differ from one insurer to the next, and can also change depending on whether you own, lease, or finance your car. 

“Full coverage” generally means that you have comprehensive, collision and liability coverage. However, sometimes insurance companies include extra coverages as part of this package, like rental cars or ticket forgiveness. At Sonnet, our “full coverage” policy would fall under The Ultimate package, and includes our rental car bundle, replacement value bundle, and ticket forgiveness – unlike The Essentials or The Preferred packages. 

If you lease or finance your car, your lessor or financing company may have additional or specific coverage requirements for your vehicle as a condition of your agreement with them. While The Ultimate package offers “full coverage”, it’s always best to compare your agreement and policy to be sure. You can read more about leasing or financing your car, and what that means for your policy, here. 

No matter which Sonnet package you choose, be sure to review the coverages so you understand what you’re covered for. You can also easily add additional coverages that you may need – and if you get stuck, give one of our Customer Service Heroes a call at 1-844-SONNET4. 

If you upgrade your Personal Belongings limit, you will receive our Above and Beyond home coverage, which includes:
 
First Claim Forgiveness. This means your rate won’t increase after your first claim. We’ll pretend it didn’t even happen.
Replacement Cost Guarantee. You’ll have the flexibility to settle claims at replacement cost, even if you decide not to repair or replace the damaged items.
Enhanced Deductible Waiver. We’ll waive your deductible for claims of $10,000 or more. Sorry, this doesn’t include claims caused by earthquakes.

Earthquake coverage covers loss or damage to your home and personal belongings caused by tremors or shaking from an earthquake. And, in case you can’t live in your home afterward, we’ll also pay for your moving and temporary living costs. One thing to note – this doesn’t cover loss or damage caused by flood or tsunamis triggered by an earthquake.

You should also know that your earthquake deductible (the amount you have to pay) is a percentage of the limit for the coverage you claim. This means that even though earthquakes may not happen very often, when they do your deductible can add up quickly. But it will still be much less than what you’d pay if you didn’t have coverage.

Overland water is fresh water which comes from rivers or lakes, or it could be the result of a rain storm or spring run-off. This coverage provides protection for damage caused by fresh water coming in through your windows and doors at ground level. Some examples include excessive rain, river flooding, and melting snow or ice. 

Even if you are living on a higher floor and don’t have items stored at a lower level, consider adding overland water coverage, as you may need to relocate if the lower part of your building is badly damaged. In this case, overland water coverage would help cover the additional living expenses you might need.

Note that overland water coverage doesn’t cover you for damage caused by coastal water (salt water), tsunamis, waves and tidal waves.

You only need to purchase hail coverage if you’re a homeowner or own a rental property in Alberta. If you’re a renter or a condo owner in Alberta, it’s already included with your policy. Note: If the roof on your house or detached structure is over 5-years-old and the damage is caused by hail, then depreciation will be applied to the payment for damages to your roof.

For the rest of Canada, hail coverage is included in your standard home policy.

Yes, you can cover your vacation property with a separate homeowner’s policy. If you’re not at your vacation home during the winter, be sure to drain the plumbing system and close the water inlet to keep the pipes from freezing and bursting. If your vacation home has central heating, set the thermostat low enough to conserve energy but high enough to keep pipes from bursting. Burst pipes due to freezing isn’t covered under your policy if you’ve been away from the property for more than 14 days and haven’t had anyone checking on it. 

It might be a good idea. Whether it’s your wedding ring or your original Warhol, you want to be sure your high-value stuff is covered.

To increase your set limits, log in to My Account and click on the policy you want to change. Then select Change Policy. Here, you can increase the set limits you have on your personal belongings. For instance, if you currently have the Basic option ($3,000 per item, up to a total of $10,000), you can upgrade to the next level ($10,000 per item, up to a total of $50,000). There are two more levels you can choose from if you need more coverage.

If these options don’t quite cover it, you can add separate coverage for specific items. This coverage would be over and above your Personal Belongings coverage.

Well, it depends. If there are no more than two renters, you’re allowed to rent part of your house out under your Homeowners Policy. You’re also covered if you have one additional unit within your home that’s rented to one family only.

If you’re renting out a property separate from your home our Landlord Policy will make sure you’re covered. If there’s any damage to items that belong to you and the property. Things like major appliances, fixtures or tools (a lawn mower or snow shovel are a couple of examples). If you live in your home, but you have more tenants than our Homeowners Policy allows for, you can purchase our Landlord Policy in addition, to cover you and your home adequately.

 

If you have a homeowner’s policy with Sonnet, you’re allowed to rent a portion of your home to a maximum of two people or a separate unit in your home to a family as long as you’re living there at the time. 

If you’re not living there during the time it’s rented, or this isn’t your primary residence, then it’s not covered under your homeowner’s policy and you’ll need a landlord policy.

Heads up! If you have a long-term rental unit in your home and also rent out a portion on a short-term rental network, this could exceed the limitations of your policy. Please give us a call at 1-844-766-6384 if this applies to you and we’ll make sure you’ve got the right coverage.

If you have a condo owner’s policy with Sonnet, you’re allowed to rent out your entire condo regardless of whether you’re living there or not. However, your coverage for burglary or theft is limited.

Well, the most common reason is because you’ve filed a claim.  If you’ve never filed a claim, it may be because your home has aged or you’ve made significant changes to your home (like renovations). Inflation can also be a factor (darned inflation!). As home repair and equipment costs increase, this can also impact your premium.

If you can live in your home while the work is being done, then it’s considered a renovation and has no impact on your coverage.  

If you need to move out of your home while the work is being done or the structural integrity of the house will be altered – like building an addition or extension – then it’s considered construction.  If your home will be under construction, or you’re not sure, give us a call to keep us in the loop.  Keep in mind, you won’t be covered for vandalism, malicious acts, glass breakage or water damage while your home is under construction.

• The watercraft is not valued at more than $3,000;
• The length is not more than 26 ft.;
• The motor’s horsepower is not more than 50 HP.;

Your spouse, common-law partner or your kids are already covered by your policy. Anyone else living with you (who’s included on your lease) can be added to your policy in order to share your coverage. To do this, just add them as homeowners during purchasing.

For an existing policy, login to your account, click on your policy > click on tab “Homeowners”> add a homeowner.

No (but we’d love a postcard). However, if you’re planning on being away more than two weeks, make sure you have someone stop by periodically and, in the winter, ensure that the heat is on. This is especially important since damage resulting from frozen pipes bursting isn’t covered under your policy if you’ve been away more than 14 days and haven’t had anyone checking on your home.

Auto premiums can increase because of claims, traffic violations or even inflation (darned inflation!). As auto repair and equipment costs increase, this can impact your auto insurance premium.

It’s not something we offer at Sonnet at this time. ATVs, campers, snowmobiles, antique automobiles and other recreational vehicles aren’t covered under your Sonnet auto insurance policy.

The short answer is no. Here’s the longer answer: Unlike other insurance companies, we don’t require you to assign a primary driver to any one vehicle. In fact, if your household has three vehicles insured with Sonnet but you’re only listed on one of them, you’ll still be covered should anything happen while driving one of the other vehicles. 

Not necessarily. When determining your premium, many insurance companies will assign the highest risk driver to the vehicle that’s most expensive to insure. For instance, if you have a teen driver, they’d be assigned to the most expensive vehicle in your household. Sonnet doesn’t work that way. Instead, we list the drivers on your policy in a way that the highest-risk driver is assigned to the vehicle that’s least expensive to insure. This can help to lower your auto insurance premium. 

Well, that depends. If your teen is only learning to drive and can’t legally drive without a licensed accompanying driver, they’re already covered under your policy. Once they can legally drive on their own, you’ll need to add them as an additional driver on your policy.

We get this question a lot! The short answer is no. No Fault is kind of an oxymoron because insurance companies are required by law to find someone at fault in a car accident – fully or partially. No Fault insurance means that if you’re in an accident, you don’t need to sue the other driver for compensation. Instead, you’ll deal with your own insurance company. 

It depends on the nature of the upgrades or modifications. If the modification is for accessibility reasons, such as adding a wheelchair lift to your van, you’re still covered. Cosmetic or performance enhancing-related changes that would increase the value of your car beyond a few hundred dollars would be considered significant. These modifications could be things like custom paintwork or swapping out the engine. 

Unfortunately, Sonnet doesn’t offer coverage options for high-valued modified vehicles. This means that if you have a claim, those significant upgrades and/or modifications may not be covered because of the increased value of the vehicle. However, for some smaller vehicle modifications, you would receive Actual Cash Value in the event of a loss. If the modification is illegal (for example, the use of nitrous oxide in Ontario) it will not be covered.

If your licence was previously revoked, but you currently have a new, valid driver’s licence, you may be able to get insurance with Sonnet depending on your claims/conviction history. Unfortunately, if your driver’s licence is still revoked, you won’t be able to get insurance. 

Got a summer car that hibernates in the wintertime? That’s a good time to put your car in Storage Mode. Doing so will remove all coverage from your vehicle except for Comprehensive coverage. This means that your car will only be covered for events that can happen to your vehicle while it is parked such as fire, theft, or vandalism. Keep in mind, putting a vehicle in Storage Mode means you cannot drive it because it doesn’t have liability coverage.

You can manage all of this by updating your policy on your Sonnet account. Log in to your Sonnet account and follow these steps! 

Click on your policy > edit policy > update vehicles, drivers and coverage > continue > your coverage detail > coverage with choice- "view other options" > comprehensive only > update

Nope. That’s just another urban legend!

While we love using Uber and other ridesharing companies to get around, it’s not something that we offer coverage for at this time.

Sonnet uses advanced analytics to accurately price each individual policy. We’re constantly improving our ability to gather and use information. As we learn more, the price of your policy may change.

Here are some factors (outside of claims) that could impact your home or auto premium:

• Annual changes to general underwriting rates to account for factors like inflation
• Increased building costs or aging infrastructure
• Increased extreme weather events such as ice storms or heavy rainfall
• Increased cost of parts for your vehicle
• Changes to trends in your area like increased collisions or vandalism
• Change in credit score (if applicable)

We recognize the total number of years you’ve been licensed in Canada, no matter what province they’re from. If you’ve moved from province to province, your experience from your last province should transfer to your new license in your current province. Our system should automatically include this (it will pull whatever information the government has for that license number), but if you don’t think your years of experience have transferred over, give one of our friendly Customer Service Heroes a call (1-844-SONNET4). We can check that for you!

If you’re just driving your vehicle to travel in the U.S., you don’t need to let us know. If you’re driving outside of Canada/U.S., you will need to obtain specialized coverage.

As much as you’ll want to study it everyday because it’s such a fun read, we recommend that you review it once a year. However, there are certain times when you’ll need to update your policy, for example:

Home policy:

• Renovations/Construction
• Starting a home-based business
• Vacant home
• Addition of valuable belongings

Auto policy:

• Your address has changed
• Any time you buy a new vehicle
• There's an additional licensed driver of the vehicle
• You've changed the way you use your vehicle (e.g. for business)

While you may have purchased your home and auto policies with Sonnet at the same time, you won’t receive your renewal notices at the same time. Don’t worry – your policies are still bundled. We start the process 38 days before your auto policy renews since it takes a little longer. For home policies, we reach out 35 days before renewal.

Yes! Depending on the type of policy you have (home or auto) we’ll notify you ahead of time that your policy will be renewed. At this time, you can log into My Account to review your renewal policy and make any changes. These changes will not impact your current policy and will not be in effect until your policy renews.

Nope! We’ll send you a notification well in advance so you know that your policy will be renewed. Unless you’d like to make changes to your coverage or payment plan, you don’t need to do anything.

We're here to help. Call one of our 600 claims professionals any time 24/7 at 1-844-SONNET4. They take your information and guide you through the process. 

We’re always working to protect our customers from auto insurance personal injury fraud – and there are things that you can do to keep it from happening to you if you’ve been involved in an accident:

• Contact your insurance company if a stranger tries to steer you to an unknown car repair facility, doctor, medical clinic or lawyer. Provide the names, addresses and phone numbers of these service providers.

• See only medical and legal professionals you know and trust, or that are recommended by people you trust. Never take referrals offered by strangers.

• Know what your medical benefits are – what’s covered and what isn’t.

• Never sign blank insurance claims forms.

• Review all forms completed to ensure the information is correct.

• Keep detailed records of your medical treatments. Include all dates, locations, who provided the treatments, what diagnoses and services you received, and what medicine, supplies or equipment were provided to you.

• Compare your records against the statements you receive from your insurance company to make sure the invoices are correct, and that they don’t include treatments you didn’t receive.

• Make sure the treatment dates, doctor name(s), facility locations and medical services are the same as you remember. Ask your health provider to explain any problems or inconsistencies on your bills.

• Read your insurance policy. Your policy provides specific details about your insurance coverages, your rights, and your responsibilities.

 

We want you to get the help you need as quickly as possible. The more information you can give us up front, the better:

• Your policy number – we’ll need this when you first call to make your claim
• Photos
• Police reports
• Correspondence relating to the claimed event
• Names and contacts of any service providers you used to assist you
• Invoices for any out-of-pocket expenses
• Receipts for lost or damaged items
• Contact information, namely phone numbers where you can be reached

A great question. To start, one of our claims professionals works closely with you, going through all the details of the loss and researching the cost to repair or replace any of your damaged property. We may even bring in an expert to help us assess the damage. Then they review your policy to determine how much of your claim can be paid based on your coverage. And if for some reason your loss isn’t covered, we make sure you understand why.

Your home policy. If your home has been damaged as a result of a loss that's covered in your policy, we may call on one of our certified partners to help us assess the damages.

Your auto policy. We'll have the damage to your vehicle assessed by a licensed appraiser or certified body shop we'll determine whether or not it can be repaired. If the vehicle is repairable, it will be repaired based on the approved estimate. If it's not repairable, we'll give you the Actual Cash Value.
 

You want your claim settled as quickly as possible – so do we! How long that takes depends on how severe or complex the loss is. Some claims can be wrapped up in a single phone call. Others might require us to bring in other claims experts.

You can speed things up by providing any necessary forms as quickly as possible, plus any supporting documents (photos, police reports, invoices, receipts…. you get the idea).

 

Actual Cash Value refers to the replacement cost for an item that’s in similar condition to yours at the time of loss. For instance, if you had a bicycle that was 10 years old, we’d price it based on its age and used condition. The value of the item is reduced because of normal wear and tear over time.

Well, it really depends on the complexity and severity of your situation. For instance, if it’s a simple, straightforward claim, we may be able to send you a payment within 24 hours.
 
If it’s more complex, you may receive your payment once all of the repairs have been completed, and any lost or damaged items have been replaced. We either pay invoices for you or provide you with a lump sum. Of course, there are always exceptions – your claims professional can assess your situation and advise you. 

Not at all! However, we’ve done a lot of research and partnered with only the industry’s best vendors and contractors. We chose them based on their high quality of workmanship, reputation, and financial stability. We also offer a two-year workmanship guarantee for any work done by our partners.

If you or someone else is injured in an accident, please let us know right away. We’ll assign a dedicated specialist who’ll review the details and determine access to the appropriate benefits and/or compensation.

If you’re in Quebec and you’re injured in an car accident, you must report it to the SAAQ.

It really depends on your specific situation, past claims history and other factors. One impact could be that you wouldn’t qualify for our claims-free discount. The true impact of your claim on your premium won’t actually be known until renewal time. 

Accident forgiveness means that if you have an at-fault accident while being covered by us, we’ll treat it like it didn’t even happen. This applies to your first at-fault claim and means your premium won’t be impacted by this claim upon renewal.

We offer accident forgiveness as long as you qualify for it. To qualify for accident forgiveness:
•    You must be accident-free for the last six years
•    You must not have had your auto coverage cancelled for non-payment in the last three years
•    You must not have four or more minor convictions or any other major, serious or criminal convictions in the past three years

This benefit is included in your Sonnet auto insurance policy whether you’re new to us or we’ve known you for a while.

 

Remember, insurance fraud is a crime and as a policyholder, we all pay. If you think someone is committing insurance fraud, you should report it. You can contact:
 

• Crime Stoppers – Please call 1 (800) 222-TIPS (8477). If your tip helps police or an insurance company catches someone who is committing insurance fraud, you may be eligible for a cash reward.

• IBC - For more information on insurance fraud, write to: Insurance Bureau of Canada, 777 Bay Street, Suite 2400, P.O. Box 121, Toronto, ON M5G 2C8, call 1-800-387-2880, or visit their website at www.ibc.ca.

• Sonnet – Contact us based on where you’re located:

  • ontarioclaimsinvestigation@sonnet.ca

  • atlantic.ab@sonnet.ca

  • westernaccidentbenefits@sonnet.ca

In Quebec, contact the Société de l’assurance automobile du Québec (SAAQ). 

It depends on your specific situation. Your claims professional can explain your settlement amount at the time of payment.

It depends on what the items were. If it was something that was actually a part of your vehicle (for example, a stereo or hubcaps), it would be covered under your auto insurance policy if you purchased the appropriate coverage. However, if you had your gym bag or a laptop stolen from your vehicle, you’d make a claim under your home insurance policy.

It doesn’t happen a lot, but if your claim was denied it’s probably because the loss doesn’t fall within the terms of your insurance policy. Your claims professional will discuss this with you.

Only if you’ve purchased our Rental Costs coverage  (aka Rental and Travel Costs coverage in Quebec) – this includes Loss of Use coverage that covers the cost of a rental vehicle while yours is being repaired.

If you were not at fault, or only partially at fault for an accident, Loss of Use coverage is provided for you under your Collision – Not Your Fault coverage for the per cent you were not at fault. This applies in New Brunswick, Nova Scotia, Ontario and P.E.I.

Think of it this way – if you’re lending your vehicle, you’re also lending your insurance. As the owner, you’re responsible for any damage or injuries your vehicle causes. Also, you could have a clean driving/claims history but if you lend your car to someone and they get into an accident, it’s your driving/claims history that’s going to be affected. 

If you’re involved in a hit and run accident, be sure to report the incident to the police within 24 hours. If the police tell you that the damages are too minor to report, take down the officer’s name, badge number and phone number. You’ll then need to call us at 1-844-SONNET4 (1-844-766-6384).

We value all your feedback but are extra happy when it's positive. Please share the love.

111 Westmount Road South, Waterloo, ON N2L 2L6

Right now, we offer our home and auto insurance to residents of Alberta, Ontario, Quebec, New Brunswick, Nova Scotia and P.E.I. In B.C., we offer home insurance only. Unfortunately, we’re not able to service Saskatchewan, Manitoba, Newfoundland & Labrador and the territories at this time.

We want you to be glad you chose Sonnet. So if you’re not happy, call 1-844-SONNET4 (1-844-766-6384). Our Customer Service Heroes are dedicated to making sure your complaints are handled quickly and fairly. In most cases, we resolve matters in a single phone call. Learn more about complaints.