caainsurancecompany.ca Reviews 

I chose CAA insurance last year in November 2025 after comparing it with Blue Cross, Manulife, Sunlife, etc. For my use case (RMT, counseling and dentist visits), it seemed to be the best and most economical option. However, after 10 months, I get an email that the premium is increasing by ~20% (from $98 to $117) while the coverage remains the same. This appears like bait and switch, and I went ahead and canceled my policy in September 2026 because now it's approaching what I could get just going out of pocket.

Also, while the dental coverage is supposed to be at 80% up to $700, for some reason it only covered about 50% for me (total of ~$350). I am not sure what the math was but it's not worth the hassle. The practices seem unclear, and 20% a year increase is absurd since at this rate, I would be paying double in 4 years (1.2^4 = 2.07).

We recently had our car stolen and thankfully it was recovered but trying to process our claim for repairs in any kind of a timely manner has been an absolute nightmare. They do not return calls and although we were told our car repairs were approved, they were in fact not and our car sat at the mechanics for more than two weeks without anything being done. By the time they got to it after repeated attempts on our part to get answers, our car rental limit was reached and we had to return the rental car. They NEVER apologize and definitely have zero understanding of how to deescalate a situation. They don't seem to understand that anyone they are dealing with has had something bad happen - either an accident or a car stolen or damaged. Even when the police finished processing our vehicle for prints and needed us to have the car towed from their bay immediately it was near impossible to get a hold of anyone and when we finally did CAA said I would have to wait 2-3 days to have it towed. We had to go and have it towed ourselves and then wait for weeks while they did nothing and would not return any of our calls or emails. We are flabbergasted at how bad the service was and though they will give you a quote lower than other companies, their abhorrent customer service negates any benefit. CAA managed to make an already stressful and violating experience so much worse. Do NOT recommend.

CAA told me their towing contractor had accepted responsibility for damaging my car. They told me—in writing—that the contractor would pay the dealership directly.

My car is still damaged 98 days later.

How do you get from “they’ve taken responsibility” and “they’ll pay the dealership directly” to a car sitting unrepaired for more than three months and an owner left facing more than $2,000 in repairs?

That’s the story I’m going to tell.

It started on June 9, when CAA dispatched a towing contractor for my Volkswagen Jetta. The parking brake was fully applied when the vehicle was loaded. The car remained in the contractor’s possession overnight. After it was returned, I experienced serious brake drag, excessive heat, a burning smell and smoke.

Then began what has become a three-month ordeal.

I reported the damage. I documented it. I supplied photographs and other evidence. I spent approximately $200 of my own money getting the vehicle professionally diagnosed. CAA had the matter reviewed by an independent Red Seal mechanic.

Eventually, I was told the contractor was “not denying that the damage was done” and had “taken responsibility.”

You would think that would be the end of the story.

It wasn’t even close.

On July 28, CAA first told me that I would have to pay for the repair myself and seek reimbursement. Less than an hour later, CAA contacted me again, apologized for the confusion, and confirmed in writing that the towing contractor was “in fact willing to pay the dealership directly for the repairs.”

Finally. Resolution.

Or so I thought.

I arranged the repair at Saint John Volkswagen based on what I had been told. Then—after responsibility had been accepted, after payment directly to the dealership had been confirmed, and after the repair had been arranged—the story changed.

A second review was conducted.

Suddenly, what had previously resulted in accepted responsibility was characterized as wear and tear.

Think about that sequence for a moment.

Responsibility accepted.

Payment to the dealership confirmed.

Repair arranged.

Second review.

Responsibility gone.

And I was left holding the bill.

It didn’t end there either.

The matter escalated within CAA. A Roadside Assistance operations manager became involved. CAA offered me a rental vehicle while this mess continued and actually created an Enterprise reservation on my behalf.

Then, on August 14, I received something else from CAA:

A “Good Faith Settlement and Release Agreement.”

I did not sign it as drafted.

Today is September 15.

Ninety-eight days have passed since that tow.

My Jetta remains unrepaired. I’m still out the money I spent obtaining diagnostic evidence. I’m facing well over $2,000 in repair costs. And I’ve spent countless hours dealing with a claim that at one point I had already been told was accepted.

Here’s why I’m posting this publicly now.

I don’t expect anyone reading this to simply take my word for it.

I kept the emails.

I kept the photographs.

I kept the videos.

I kept the diagnostic documentation.

I kept the receipts.

And I kept recordings of conversations in which I participated.

So I’m going to document what happened.

Not with rumours. Not with anonymous accusations. Not by attacking individual employees. And not by asking people to accept my interpretation of events.

I’m going to show the record.

Emails can be displayed. Dates can be checked. Documents can be read. Relevant portions of recordings can be heard. People can look at the evidence and reach their own conclusions.

CAA Atlantic says publicly that it takes damage claims seriously and conducts a “fair investigation” of reported incidents.

I think my documented experience deserves to be considered alongside that statement.

Formal complaint avenues have already been pursued. All legal remedies available to me remain reserved. None of that prevents me from truthfully documenting my own experience as a consumer.

This post isn’t the documentary record.

It’s the introduction to it.

More to come.

Where do I begin? This is the worst company I've ever dealt with in my life.

They denied my claim based on initial theories, evidence came to light and they deny it exists.

It takes 2 hours on customer service to speak to anyone and over 2 weeks at a time via email.

Watch out for Brent the CAA detective tow truck driver in Halifax. He refused to tow our car because he claimed our MVI sticker was fake. When we compared it to multiple stickers on multiple cars in the parking lot, he claimed that they too were fake, but looked real “to the untrained eye”. He’s a real 007 of the CAA world. Saving the world one “fake MVI” sticker at a time, while running away from people who actually need help. Needless to say CAA was useless and we ended up having to go with an actual tow truck driver (which we now see is way better anyways) who did tow our car, had an incredible attitude and personality, and it didn’t cost that much more. You aren’t really saving much with CAA. Just a huge waste of time and money. I would rather pay a bit more with great service (for that ONE time in the year that you may need help)than deal with this again.

I wrote a review some time ago regarding inability to obtain information about our policy and the rude condesending attitude from a "claims Specilast" Well I did hear back, some data was good. Attitude very poor, no apology and this person became worst. Did NOT get clairity on one still. Her finally line, if you want for information I suggest I contact my legal representative. Apparenty you do not tell a Caa claim specilist, that they are rude, condesending and needs to improve their communication skills. I stated I wanted to bring this to a conclusion and looked forward to her reply. I did not expect this. This is uncalled for, requested another person replace her. Stuill waiting for that. IUf you want to experience being treated in a condesending fashion, buy CAA house insurance. DO NOT USE CAA

I am extremely disappointed with my experience with CAA Insurance following my recent motor vehicle accident.

While their pricing may be competitive, my experience has shown that saving money upfront is not worth it when the level of service falls short—especially during a time when support matters most.

Having previously been involved in an accident in 2021 while insured with The Co-operators, I have a clear point of comparison. Their claims team contacted me promptly, explained every step of the process, proactively coordinated my benefits, and ensured my short-term disability paperwork and income replacement were handled efficiently. Within one to two weeks, I had received payment for my vehicle and my benefits were in place with very little effort required on my part.

Unfortunately, my experience with CAA has been the complete opposite.

It took approximately two weeks just to have adjusters assigned to my claim. Since then, I have received very little proactive communication. No one has called to check on my wellbeing, explain next steps, or ensure I have access to the supports and benefits I need while recovering. Instead, I have had to repeatedly follow up with multiple people simply to keep my claim moving forward.

As someone recovering from a concussion and multiple physical injuries, the last thing I should have to do is manage my insurer’s workload. Navigating a claim is already stressful, and CAA’s lack of communication, urgency, and proactive case management has made an already difficult situation significantly more overwhelming.

An insurance company should provide support and guidance during one of the most challenging times in a person’s life. Based on my experience, while CAA may offer lower pricing, it is worth paying more for an insurer that provides reliable, responsive, and compassionate support, especially after an accident, when excellent service is truly priceless.

It's very hard to talk to someone. Their phone menu not helpful much.. delays are extremly long

I am deeply disappointed with the onboarding process at CAA. Despite already holding a car insurance policy with them, trying to set up a new home policy was an absolute nightmare. The entire process was riddled with inefficiency: Wasted Time: I spent an hour going through a long interview with different agent to get an initial quote sent to me. Zero Communication: When I asked follow-up questions, my messages were completely ignored. I was forced to file a formal complaint just to get a basic response as my insurance effective date approached. Last-Minute Hurdling: During the final steps, the agent demanded new information that I did not have handy. Instead of helping, they told me to call back.I was left on hold for over 1 hour and 20 minutes, I don't want to call back and wait another one hour.Because of this constant delay and lack of support, my deadline approached and nothing was completed. I was forced to give up and abandon my intention to switch. If CAA treats existing customers this poorly during the sales process, I have zero confidence they would respond to a claims emergency on time. They clearly do not value my business.

CAA provided me a monthly insurance quote almost 1/2 of my previous insurer. Once I accepted they sent some guy to take pictures of my house. Then they sent me a list of things they required me to do: Plumbing inspection (100 + HST) Roof Inspection (300 +hst) Vent over my stove (No contractor would cut through my tiled backsplash and vent it outside for any price) Cover spray foam insulation in storage room (Haven't got the cost of painting it yet but xpect $500 or more). Handrail on my 4 deck steps ($150). Small branches over the roof (200 +HST)costing me so much I'll have to own the house for 10 years to break even. Con artists. AVOID their low premium scam. It will cost you

I just had a service tech named dueago I hope I'm spelling it right come to my spot near the airport he was phenomenal quick was here before he stated had a great personality and was super prof3ssi9nal
Thanks man you saved the day
Tganks c.a.a. and dieago.

TL;DR Terrible customer service. Would stay away from CAA by all means. Buyer Beware. Absolutely unacceptable claims handling.

It has been over two weeks since my accident and I am still in the dark about whether my vehicle is being repaired or written off. It took an entire week just to have my car moved to a CAA lot for appraisal—an unreasonable delay that I had zero control over.

Communication has been non-existent. The online portal shows vague, half-written updates with no explanation of what they mean. Calls and messages go unanswered. I am left guessing about my own claim.

Meanwhile, my rental coverage is ticking down, even though the delays are entirely on their end. If the rental runs out due to their inaction, who pays? No one at CAA seems willing or able to answer that.

To make matters worse, I was told that if the car is deemed a write-off, I have FOUR DAYS to replace it. Four days—during the holidays, no less—after weeks of silence and delay? That is completely unrealistic and wildly disrespectful to customers.

This process has been stressful, confusing, and infuriating. An insurance company should reduce stress after an accident—not multiply it through delays, poor communication, and unreasonable expectations.

If you value transparency, responsiveness, and basic customer care, think twice before choosing CAA Insurance.

Horrible car insurance. I've been with them for years and never made a claim I had electrical fire in my car and it burnt the adjuster June I had was rude ignorant on professional. Never spoke to me on the phone once hardly ever answered me in an email or text unless she absolutely had to I can message every day actually did I left messages and text messages and calls for a week before I had a call customer service and talk to them for them to talk to her. Then they send the settlement check I'm told FedEx they send it Canada Post who's on strike lies and said they sent me the tracking number which they didn't because they realized it was Canada Post. I had a fight for a tracking number then I had to call and tell him Canada posted on strike and they do that so then they had to cancel it reissue another one. It's not going through apparently a carrier but they can't tell me what carrier they can't give me a tracking number. I Can't Get Enough Vehicles this is done I'm spending money out of my own pocket for rental car they should have kept paying for the rental car cuz they're the ones who messed up and they don't care. Never been so treated so horribly in my life they did not they said they'll be with you every step of the way they're not with you one step of the way they screw you over every chance they get like you send it Canada Post and they're on strike and they were on strike when you send it with them how incompetent are these people that they hire. And when June realized because the tracking number lines that you sent to me when she didn't and wouldn't resend it to me I had to call customer service to get it she should have had it canceled and sent overnight with a carrier. It's well past her 7 to 10 business days for me to get that I'm now up to over $900 on a rental car out of my own pocket and I'm going to have to probably rent it for another week because of what they're doing. I have a lender going to do alone with me but they need all this settled and I'm going to lose that because it's been weeks they only hold those for so long they're doing this on purpose it's very clear. Apparently this insurance company should not exist and all their staff need to go to sensitivity training cuz none of them have any sensitivity for anybody they put me through so much stress my doctor wants me off working to see if they carve just because of all of what they did to me people are scared and have a stroke because I'm so stressed out trying to scrounge up money every week for a rental car because they stopped their payments and yet they screwed up sending me the check but I should have got last week and she told me I'd have it last week this all started when I first contacted them September 5th we're now into October 7th and it's been settled for almost 2 weeks and have yet to get a check because they screwed up where they send it and I'm thinking they must have screwed it up again because they can't tell me who they send it with or give me a tracking number cuz they apparently they weren't given one who sends a check that big through the anywhere without a tracking number so if it gets lost you can't track it that's real smart not

Denied because I have a cold air intake on my car, even though it doesn't affect performance, it's literally just for the sound it makes. I haven't had my car retuned. It's still tuned from the factory. They didn't care. They wouldn't listen. And what would they have done if I didn't have the cold air intake, got insured, and then installed it later? Do they tell you in their contract that any modifications are strictly prohibited? I don't know. Seems like some Nazi bs though to prohibit a person from having anything done to their car though. All I know is that any modifications whatsoever and they will likely deny you or if you get a mod done after getting insured and then need to make a claim and they find out they will most certainly deny your claim. They put me on hold for 5 minutes because I have 18" rims on instead of the 20" rims it came with. They decided it was a small enough of a modification. Then they wanted information on the other people living in my house, who they are insured with and what they drive, which seems very odd as no other insurer asks these questions, so I had to call back with the info which meant more time waiting on hold with their on-hold music and the voice constantly saying, "thanks for your patience, please stay on the line..." That recording every few seconds was driving me crazy and making me lose my patience. When the music stops I always thought an agent was finally picking up. Then I needed to find more information about my ATV, which I also wanted insured with them, so I called back for a 3rd time, waiting on hold for over 22 minutes, and each time I called I had to answer the same line of questions such as, "Have you had your license suspended in the last 3 years?" Jumping through hoops all afternoon only to be denied right before getting insured. The 3rd person asked me the same questions the other 2 ladies asked me which is super frustrating because weren't they putting anything on my file in their system?? He was the only one to ask if I have a different muffler or a cold air intake to which I answered yes on the air intake and was immediately denied. They could have literally saved me 4 hours of my time if they just asked that when I first called! Very disorganized in this sense. Why didn't the first 2 ladies ask me that??? They're the only insurance company who cares about bulls*it like a cold air intake or different rims. No one else even asks. I can't speak on what they're like for actual claims or anything because I didn't get that far. This is just my review about the denial because of simple mods that haven't affected performance. I didn't even mention my roof rack! They might have had a problem with that too. "It affects the way the wind blows over your car. Denied."

the broker charge extra money without any permission he add my son as a driver without any autorization even after i told by phone and by email not to due so. the agency is the one in mississaugua. and to get my money back was necessary make a complain at brockers association. very unprofessional and no honest attitude.

After submitting a claim online, we were informed that we would be contacted by an adjuster within 24 hours. Didn't happen. Tried calling and opted for call back. Didn't happen. Tried calling three times. Was on hold for more than an hour each time. Was disconnected. Gave them all the details they asked for (online). They asked for the policy number which I had already given them. All together we have spent 6 hours over two days on this with no progress.
Wake up CAA! It's a competitive market with companies willing and able to do better.

We made changes to our home policy in September following extensive renovations - upgrading the coverage. They had September until June to request a home inspection to verify the changes - but didn't. Our renewal came due on June 30, at the same time they sent a notice of inspection - effectively taking away our ability to shop around. I believe this tactic was bait and switch, and absolutely deplorable. I do not recommend CAA Insurance