my Drive^TM  - Frequently Asked Questions

What is my Drive and how does it work?

Available through the Intact Insurance App, my Drive^TM is a usage-based insurance program that rewards safe driving behaviour.  Through your smartphone’s GPS, accelerometer, and gyroscope, the program will assess how safely you drive in order to calculate your potential discount. Get a 10% enrolment discount just for signing up and if you drive safely, you could save up to 25% off your car insurance.

**An enrolment discount of 10% applies to new policies or risks effective from August 7, 2019 or existing policies effective from September 7, 2019.

How do I join?

Joining the my Drive program is quick and easy! Simply contact your broker, or for more information visit https://www.intact.ca/nb/en/personal-insurance/vehicle/car/my-drive.html. All drivers registered for my Drive under the same policy will receive a text message (SMS) with instructions to activate the program.* Once you activate your account, accept the Terms of Use, and give the Intact Insurance App access to certain features on your smartphone – you are ready to start driving!

*If there is more than one principal driver on the same policy enrolled in the my Drive program, the download link will be texted to the phone number provided for each principal driver.

Can I withdraw from the program at any time?

Yes, you can end your participation in the my Drive program at any time by contacting your broker, however, you will lose any discount related to the program.

Can my discount apply to all my cars?

Yes! Your discount will apply to any vehicle, provided that you are the principal driver on the policy, and your vehicle meets the eligibility requirements of the my Drive program.

Can additional drivers on my policy join the program?

Yes! Any driver listed as a principal driver on your policy can join the my Drive program.

What happens if I drive my car for business?

Not a problem. If you are driving your personal car for business, e.g., if you’re a realtor or sales person, your trips will still count towards your Safety Score and discount.

Can I join the program if I’m an Uber, Lyft or commercial driver?

The my Drive program is intended for personal use and not for commercial (e.g., ambulance, bus or heavy truck) or rideshare driving (e.g., Uber or Lyft). Go to "Trip summary" to remove these trips by changing your status from driver to passenger in the "About this trip" section. Make this change within 30 days of completing the trip or contact customer service at 1-855-250-4743.

What type of smartphone do I need?

You will need an iPhone running iOS 10 or higher, or an Android device running version 5.0 or higher. Depending on your type of smartphone, the performance of the my Drive program may vary as certain sensors behave differently in different devices.

How do I download my Drive?

Depending on your smartphone settings, the Intact Insurance App will update automatically with the my Drive program or you will be prompted to confirm the update. If you don’t have the Intact Insurance App, you can download it for free from the App Store^© or Google Play™.

Why do you need permission to use my location?

The my Drive program will not work unless you turn on location services in your smartphone settings. Your location helps detect driving behaviour, such as changes in speed, the start of a trip, and whether you are the driver or a passenger

Why do you need permission to access my iPhone’s motion sensors?

The my Drive program needs access to your iPhone’s “motion and fitness” data for its accelerometer and gyroscope sensors. As the name implies, the accelerometer measures acceleration and helps determine how fast your phone is moving. Whereas the gyroscope detects which direction it’s pointing in.

Why do you need permission to make and manage phone calls on my Android device?

The my Drive program needs access to “make and manage phone calls” on your Android device for its accelerometer and gyroscope sensors. As the name implies, the accelerometer measures acceleration and helps determine how fast your phone is moving. Whereas the gyroscope detects which direction it’s pointing in. Don’t worry! We will only monitor your driving, not your calls.

How do you know if I’m the driver or just a passenger?

When you first activate the my Drive program, you will need to confirm if you are mostly the driver or a passenger when travelling by car. The app also uses state-of-the-art technology to analyze your driving behaviour and smartphone’s movements to identify if you are the driver, passenger, or travelling by some other mode of transit (e.g. public transportation).

How much of my smartphone’s battery will be used?

Like any app that uses your location, the my Drive program will consume an average of 3% to 6% of your smartphone’s battery life per day. This is a small amount when you are not driving, and slightly more while you are taking a trip. Remember, if your battery is lower than 20% or your smartphone is in power-saving mode, your trips will not be recorded!

Do I need to have a data plan?

Yes, you must have a data plan with internet access in order to collect and transfer your driving data to Intact Insurance.

How much of my data plan will be used?

Generally, between 30 and 60 MB per month will be used. This is a very small fraction of an average data plan (1,000 – 2,000 MB or more per month).

What happens if I do not activate my Drive?

Any driver who does not activate the my Drive program within 15 days of the effective transaction date will be unenrolled and no longer eligible to receive any associated discounts.

I’ve followed all the steps. Why doesn’t my Drive appear in my app?

If you already have the Intact Insurance App and cannot access the my Drive program in the app, please try logging out and logging back in. If you still cannot access the program, try deleting the app and downloading it again or contact us at 1-855-250-4743 and a member of our customer service team will guide you through activating the my Drive section of the app. 

Why does my trip’s starting point not match my actual location?

In order to determine your trip’s starting point, you need to start driving. As a result, there's a delay of 300 metres before the my Drive program can detect movement and pinpoint your location.

Why don’t I see my latest trip?

It may occasionally happen that a trip is not recorded due to:

• no internet connection;
• battery is lower than 20%;
• smartphone is in power-saving mode;
• permission is disabled;
• the app is not running in the background;
• the app is experiencing technical difficulties

I wasn't the driver! How do I change my Trip Summary?

Don’t worry! In the event that a trip has been misclassified, visit the “All Trips” section and set the toggle to "I was a passenger on this trip" within 30 days of completing the trip. You can also contact the my Drive customer service team at 1-855-250-4743.

Someone else was using my phone while I was driving. What now?

Simply visit the “All Trips” section and set the toggle to "A passenger was using my phone" within 30 days of completing the trip. The distracted driving event will then be removed from your Trip Summary. You can also contact the my Drive customer service team at 1-855-250-4743. 

What happens if I do not drive for a while? 

Please contact the my Drive customer service team at 1-855-250-4743 if you are planning not to drive for more than 30 days. If you don’t, this could result in the cancellation of your enrolment and you will lose any discount related to the program.

What happens if I get a new or different type of smartphone?

You will need to download the Intact Insurance App again and log in using your credentials. There is no need to re-enrol in the my Drive program as all your information will be stored.

What do I do if I get a new phone number?

Just download the Intact Insurance App again and log in, your profile and trips will still be there.

What happens if I delete the Intact Insurance App?

If you delete the Intact Insurance App by mistake, you just need to download it again and follow the prompts to activate the my Drive program. All your information will be stored, and you can continue driving. Remember, if your trips are not recorded within a 30-day period this could result in the cancellation of your enrolment and you could lose any discount related to the program.

What should I do if there is a mistake in my driving data?

Please contact the my Drive customer service team at 1-855-250-4743 if there is an error in your driving data, or if you are experiencing technical difficulties.

What is my Safety Score?

Your safety score is a summary of how safe you drive. It takes into account your driving data from the last six months, and is mainly based on the following three factors which are highly representative of your driving and could affect your discount:

1. Safe speed: Driving within speed limits at all times.
2. Smoothness: Braking and accelerating smoothly.
3. Focus: Keeping your focus on the road and avoiding phone use.

Even experienced drivers need to brake hard or accelerate quickly sometimes. It’s your safety that matters most, which is why your score is calculated over the average of several trips. One individual event will not have a significant impact on your overall score.

What driving behaviour is displayed in the app?

The my Drive program helps you drive safer by translating your driving data into easy to understand selected driving performance factors, such as:

a. safe speed;

b. smoothness;

c. focus;

This is simply an overview as several factors are used to calculate your discount.

How many kilometres do I need to drive?

In order to capture an accurate picture of your driving behaviour, you must drive a minimum of 1,000 km during a collection period. If you don’t, any discount will cease to apply until a new collection period is completed.

How is my discount calculated?

Your discount is based on the following driving behaviours:

a. braking (e.g., harsh braking);
b. acceleration (e.g., sudden acceleration); 
c. turning (e.g., cornering);
d. distance driven;
e. time of day;
f. type of road driven on
g. speed; and
h. distracted driving.

These driving events are then analyzed based on factors such as:

i. severity of the event;

ii. speed at which the event was registered;

iii. time of day; and

iv. left or right turns

Even experienced drivers need to brake hard or accelerate quickly sometimes. It’s your safety that matters most, which is why your discount is calculated over the average of several trips. Don’t worry! One individual event will not have a significant impact.

What is an enrolment discount? 

The enrolment discount is applied to the cost of your car insurance when you first join the my Drive program. This one-time discount is applicable over your first collection period of approximately 6 months. At the end of this collection period, you could save with a discount based on your driving behaviour.

Can the cost of my car insurance increase because of my Drive?

Your discount may change or be removed during the course of your policy term. Mid-term (at approximately 6 months) your premium may increase or decrease due to the completion of a collection period and the updating of your discount. This fluctuation could result in a balance owing to Intact Insurance. When your policy is renewed, your premium may increase or decrease based on several factors other than a change in your discount.

How is my discount applied to my car insurance?

Your discount is just one of many saving opportunities that could be applied to your car insurance policy (e.g. car + home discount, multi-vehicle discount, etc.). Discounts are applied to your premium in different sequences and apply to specific coverage, which is why you might notice that your dollar discount is different from your percentage discount. Don’t worry! You will always receive the right amount of savings.

When will the cost of my car insurance change?

When you first join the my Drive program, you will receive a 10% enrolment discount. This enrolment discount will be replaced, if applicable, by a discount based on your driving behaviour (180 days after your first tagged trip).

For a collection period ending during your policy term, you can expect that:

• If your discount increases, your my Drive and premium will be updated.
• If your discount decreases, your my Drive and premium will be updated. However, if your discount decreases by less than 5%, Intact Insurance will not apply your updated my Drive and will continue to apply the previous discount and premium.

Your discount will be adjusted again when your policy is up for renewal. Once your policy is renewed, the cost of your car insurance may increase or decrease based on several factors other than a change in your discount. For upcoming policy terms, your discount will be updated approximately 6 months into your policy term, and again at renewal.

How do I know if I’m getting a discount?

Your projected discount will be displayed on the dashboard of the App. Every month, you will also receive an email outlining any discounts for all principal drivers on your policy.

Why does my app discount not match my policy documents?

The discount that is applied on your policy documents is the one calculated approximately every 6 months, at mid-term or at renewal, and could be different from the projected discount that appears in the App today, which is updated after every trip.

When is my discount updated in the app?

Your projected discount will appear in the App once you have driven 1,000 km. Once this threshold is reached, your projected discount will be updated within a few minutes after each trip.

How will my car insurance payments be adjusted?

Whenever the cost of your car insurance changes, you will receive updated policy documents including a billing statement indicating any adjustments in your payments:

• If the premium has already been paid in full: a refund will be issued if the premium decreased, or an additional amount will be due if the premium has increased;
• If the premium is paid monthly, or by another payment method: the payment schedule will be adjusted accordingly to reflect increased or decreased payments, as the case may be.

When your policy is renewed, the cost of your car insurance may increase or decrease based on factors other than a change in your discount.

Who has access to my trips?

Information about your driving behaviour and trips is only shared with TrueMotion, Inc., a mobile telematics company. Intact Insurance works with this service provider for the technology, systems, and services necessary to run the my Drive program.

Do you track my phone calls?

No, Intact Insurance only receives information to detect if you are using your phone while driving. Your phone calls will never be tracked or recorded.

Can other drivers on my policy see my Safety Score and trips?

No. This information is only visible to you and is not shared with any other drivers on your policy.

Can the police access my driving data if I have a car accident?

Not without proper legal authorization or your consent. Intact Insurance is committed to protecting your privacy and will never disclose your personal information to law enforcement agencies, unless otherwise permitted or required by law.

How is my driving data protected?

Intact Insurance uses strict security safeguards when storing or destroying your personal information in order to prevent unauthorized access, collection, use, disclosure, copying, modification, disposal or similar risks. In the event that your personal information is transferred to a third party (e.g. our service provider, TrueMotion, Inc.), Intact Insurance contractually requires such third party to protect and handle your personal information in a manner consistent with its own privacy safeguarding measures and according to all applicable laws.

Will Intact Insurance ever share my information?

Intact Insurance and Truemotion, Inc. will only use and disclose your information in accordance with the my Drive program’s Terms of Use, unless otherwise required by law.