Frequently asked questions

I have not yet received my e-mail invoice notice

1) Check in your spam folder.

2) Access your invoice via My invoice in your portal.

3) E-mail us at to report the problem.

Your invoice is on your portal, but you have not received it by e-mail? Perhaps your e-mail address is no longer valid or it needs to be updated. You can change your e-mail address in My account.

How can I pay my invoice?

To pay your invoice, go to My invoice. Click on “Pay now” and select one of the following payment methods:

  • Credit card: Visa or MasterCard
  • By Interac: RBC Royal Bank, ScotiaBank, BMO Bank of Montreal and TD Canada Trust.

However, if your banking account is with Desjardins Accès D, National Bank Banque Nationale or CIBC, you can also pay through their web portal by using the reference number on the top of your Mobiliz invoice.

Can I use any e-mail address to register and sign in to Mobiliz?

No. The e-mail address of your portal must be that of the owner of the vehicle insured with Mobiliz. All important information will be sent to this address.

You can change the e-mail address that gives you access to your portal in My account, provided it belongs to the vehicle owner.

I want to cancel my vehicle insurance with Mobiliz

Go to your portal and click on Instant Messaging icon to chat with us. It’s very simple, you only have to inform a member of our team that you want to cancel your insurance policy.

You will have no charges to pay, unlike other insurance companies where you must pay a penalty fee.

Once your insurance is cancelled, you can keep the telematics device in your vehicle. It will be deactivated and it will stop sending data to our system. This is like having a cell phone that is no longer active.

You can therefore sell your vehicle without being worried about the presence of the device.

If case, you want to have the device removed from the vehicle, you will have to pay a minimum of $50 charge. The device can be removed at the same location where you had it installed. You can use instant messaging to ask a member of our team for more details.

I am renting or borrowing a car. Am I insured?

Yes! Mobiliz gives you full coverage regardless of the vehicle you drive. Whether it is a rented or borrowed car, your insurance will follow you everywhere. Always keep your insurance cover note with you. You will be asked for it when you rent a car.

Adding or removing replacement value

You can opt for replacement value coverage when buying your vehicle insurance, provided your vehicle is less than five years old. If you wish to remove the replacement option, you can do so at any time.

Go to your portal and click on Instant Messaging icon to chat with us. You only have to inform a member of our team that you want to take replacement value protection off of your insurance policy.

I am lending my car to my girlfriend/boyfriend. Am I responsible for his/her driving behaviour?

Yes. Your Mobiliz insurance is established on the basis of the telematics device installed in your car. The best thing to do is to tell your girlfriend/boyfriend or anyone else who borrows your car about your participation in our program. This will encourage them to be more cautious. Moreover, you will have a better chance of keeping your vehicle in good condition.

Regardless if it is one time deal or if it happens on a regular basis, if someone else than you drives your vehicle, it would be a good idea to add their name on your insurance contract. Come and chat with a member of our team so we make the modification. Adding drivers will not increase the cost of your premium, but their driving behaviour will be taken into the consideration the same way as your own.

How can I know if my insurance was activated?

Upon buying your insurance, you will receive an e-mail that will allow you to access your portal. If you do not receive any documents at your e-mail address, you can begin to wonder why. In this case, switch to instant messaging in order to find your e-mail lost in the Bermuda Triangle.

I am going on a trip. Am I covered abroad?

Your insurance policy covers you everywhere in Canada and the United States. You are also protected if you rent a car in either of these countries. In case you have an accident during a trip and you are unable to access your portal, you can always call the number on your insurance cover note.

You plan to drive your car outside of the province of Quebec for more than 7 weeks in a row? Come and chat with a member of our team so we make sure your insurance coverage is adequate for your trip.

How can I obtain my proof of insurance?

Nothing could be easier! You can print your proof of insurance which you will find:

  • in the e-mail you receive when you buy your insurance
  • or by going to your portal under My documents.

It is your responsibility to keep a legible copy of your proof of insurance with you.

Can I get the terms and conditions I have agreed to when enrolling in Mobiliz?

You can get a copy of the terms and conditions you agreed to upon your enrolment at any time and as long as you remain a Mobiliz Insurance Program member. You just have to submit your request when chatting online with one of our agents or send an email to our team.

How does Mobiliz protect my personal information?

We are subject to the Act respecting the protection of personal information in the private sector, and accordingly, we adhere to the Industrial Alliance Group’s Privacy Policy, which is accessible and can be reviewed via the following link: .