Talking to an insurance company after a car accident in Ontario requires cooperation without careless over-sharing. Notify the appropriate insurer, answer accurately, keep records and review formal statements or authorizations before signing. This guide explains what to say, what to document and when to seek advice.
Key takeaways: Tell the insurer what happened accurately; distinguish accident-benefits, property-damage and tort communications; keep a call and document log; read OCF forms and authorizations carefully.
The short answer: yes, but carefully
You should not ignore the insurance company. Under your auto policy and the Statutory Accident Benefits Schedule (SABS), O. Reg. 34/10, an injured person generally has to notify the insurer, apply for benefits, provide reasonably requested information and, in some cases, attend examinations the insurer arranges. Not meeting these obligations can delay benefits or affect entitlement. Specific duties and time limits are set out in the SABS and your policy.
Cooperating is not the same as volunteering everything without thinking. The aim is to be accurate, careful and consistent, to keep records, and to get advice before you give a formal statement or sign a broad authorization.
Why insurer conversations matter
Insurers deal with claims every day. Most injured people deal with an insurance claim rarely, and usually while they are hurt, stressed and short of time. The process is not like an everyday purchase: the forms, terms and deadlines are unfamiliar, and what you say early on can be relied on later.
Your claim will be handled by an adjuster. Adjusters are often courteous and helpful, and a friendly conversation can make it easy to share more than you intended. It is safest to assume that phone calls may be recorded and that notes are being taken. Information you give may be shared within the insurer and, in some cases, with investigators.
You may deal with more than one adjuster
A single accident can create several claims. There may be separate adjusters for:
• Property damage – repairs or the loss of your vehicle.
• Accident benefits – treatment, attendant care and any optional benefits under your own policy.
• Tort (bodily injury) – where the other driver’s insurer is defending a possible injury claim against its insured.
Each adjuster has a different role. Ask who you are speaking to, which insurer they work for, and which claim the call is about. Write down names, dates and what was discussed.
Recorded, signed and sworn statements
Insurers sometimes ask for a statement, by phone or in person. A field adjuster may visit soon after the accident to take a statement or photographs. Statements may be recorded, written out and signed, or given under oath. They can later be compared with your medical records, your evidence in a lawsuit and other information.
Small inconsistencies can be used to question credibility, even when they are honest mistakes made while you were in pain or on medication. Before giving a formal statement, it is reasonable to ask what it will cover, to ask for a copy, and to get legal advice first. If you do give one, stick to facts you know, say so when you are unsure, and do not guess.
Be careful with casual comments
Everyday phrases can be taken literally. Answering “How are you?” with “I’m fine” may be noted as a sign that you have recovered, and could be raised when the insurer reviews your ongoing benefits. Mentioning a recreational activity, such as a weekend sport you tried once, may lead to questions or, in some cases, surveillance.
This does not mean you should hide anything. Honesty is essential. It means describing your situation accurately: what you can do, what you cannot do, and how your symptoms change from day to day.
Forms and authorizations: read before you sign
Accident benefits claims involve many forms. The first is usually the OCF-1 Application for Accident Benefits. Insurers also commonly ask claimants to sign an OCF-5 Permission to Disclose Health Information, which lets the insurer get records from your health providers.
Providing relevant information is part of the process. Before signing any authorization, check:
• Who can be contacted and what records can be released.
• The time period covered – for example, whether it reaches back many years before the accident.
• Whether any parts are blank or open-ended.
• Whether you have kept a copy.
If the scope seems broader than the claim needs, ask about it before signing, or get advice.
Choosing your own treatment provider
An insurer may suggest a rehabilitation clinic or arrange a home or hospital visit by a professional it has chosen. You are generally not required to use an insurer-recommended clinic. You can choose a provider that is convenient for you and familiar with billing auto insurers. Treatment is funded under accident benefits when the insurer accepts, or it is decided, that it is reasonable and necessary.
Regular attendance matters for recovery and for documenting your injuries, so convenience counts. Our guide to physiotherapy after a car accident explains how treatment plans are submitted and approved.
Insurer examinations
Your insurer may ask you to attend an examination with a health professional it selects, to assess whether a benefit or treatment plan is reasonable and necessary. These are commonly called insurer examinations. The SABS sets rules for when they can be required and how they must be requested. Not attending without a reasonable explanation can affect your benefits, so do not ignore a request. If the timing or location is a problem, raise it promptly and in writing.
A practical record-keeping checklist
1. Keep a log of every call, email and letter from any insurer: date, name, claim and summary.
2. Ask for important requests and decisions in writing.
3. Keep copies of every form you sign or submit.
4. Keep medical records, receipts, mileage and time missed from work.
5. Keep a short symptom diary.
6. Follow up phone conversations with a brief email confirming what was discussed.
The July 2026 changes and your coverage
Since July 1, 2026, many accident benefits are optional in Ontario. Medical, rehabilitation and attendant care benefits remain mandatory. Whether you have income replacement or other optional benefits depends on your policy. When you first speak with your insurer, it is reasonable to ask for a copy of your policy and endorsements so you know what coverage applies. See our article on the July 2026 accident benefits changes.
Not only car insurers
The same approach applies to other insurance claims after an injury, such as short- or long-term disability, travel, health or property claims. Read before you sign, keep records, and be accurate.
Conclusion
Talking to the insurance company after a car accident in Ontario is easier when communications are accurate and documented. Contact Booni Law at admin@boonilaw.com or +1 (226) 271-1751 to discuss your documents. No outcome is promised.
Frequently Asked Questions
Do I have to speak with my own insurance company after a car accident?
Generally, yes. You have duties under your policy and the SABS to report the accident, apply for benefits and provide reasonably requested information. You can still be careful about how you communicate, and you can get advice first.
Do I have to give a recorded statement?
Whether, when and how a statement is required depends on the claim and the insurer making the request. Ask what it is for, ask for a copy, and consider getting legal advice before you give one.
Should I speak with the other driver’s insurer?
The other driver’s insurer represents its own customer. Be cautious, and consider getting advice before discussing your injuries with it.
Do I have to use the clinic my insurer recommends?
Generally, no. You can usually choose your own provider. Funding depends on whether treatment is found to be reasonable and necessary.
What if I already signed a broad consent form?
Keep a copy and note what you signed. A lawyer can review it with you and discuss whether anything should be clarified with the insurer.
Questions about dealing with an insurer
If you have been contacted by an insurance company after a car accident and are unsure what to say or sign, Booni Law can discuss your situation with you. Email Booni Law at admin@boonilaw.com or call +1 (226) 271-1751 to arrange a consultation.
Disclaimer: This article is provided for general informational purposes only and does not constitute legal advice. Reading this article does not create a solicitor-client relationship between you and Booni Law. The information in this article may not reflect the most current legal developments and should not be relied upon as a substitute for professional legal advice tailored to your specific circumstances. If you require legal advice, please contact Booni Law.
