COVID-19 Information

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As the COVID-19 (coronavirus) pandemic continues to evolve, Manitoba Public Insurance is committed to serving Manitobans while doing everything possible to ensure the safety of our customers and staff.

In doing our part to help flatten the COVID-19 curve, we are abiding by social/physical distancing guidelines at all of our service centres that are open to the public. In addition, many transactions can now be completed online or over the phone, and we have enabled a majority of our employees to work from home.

Going forward, we will continue to follow the recommendations from Manitoba Health, Seniors and Active Living.

Should you require assistance during this time, we encourage you to call our Contact Centre at 204-985-7000 or 1-800-665-2410, reach out to your Autopac agent, or explore our online self-service options.

Our service centres

For the safety of our staff and customers and to follow physical distancing guidelines, our service centres will only be allowing 10 members of the public into our locations at a time. We also ask that all customers who have travelled outside of Manitoba (including other provinces and territories) in the last 14 days do not visit our Autopac agents or MPI service centres until their self-isolation period has ended and they are feeling well.

Most payments, including most driver’s licence charges, policy fees, registrations, premiums and overdue amounts can be made online with a credit card or through online banking with your financial institution. (See our Transactions & Payments section below for more details.)

Hours of operation

Effective Monday, April 6, all Manitoba Public Insurance service centres will be open Monday to Friday, 9 a.m. to 4:30 p.m.

Our Contact Centre has also adjusted its hours of operation: 8 a.m. to 6 p.m., Monday to Friday and 8:30 a.m. to 4:30 p.m. on Saturdays.

Temporary closures

Our Bison Drive, Dauphin and Main Street Service Centres as well as our Swan River Claim Centre, are all closed until further notice as they are currently operating as drive-thru COVID-19 testing centres.

Our The Pas Claim Centre is also closed until further notice.

Last updated: May 1, 2020

Supporting Manitobans through COVID-19

Financial support

Recognizing that many Manitobans have been financially impacted by COVID-19, MPI has worked with the Government of Manitoba to provide rebates to policyholders totalling approximately $110 million from both the Basic and Extension lines of business.

Customers will receive rebates for their insurance costs from last year and also from current year's COVID-19 period. The rebate is expected to be around 11%, or between $140 to $160 per average policyholder.

MPI is in the process of determining exact rebate amounts for each policyholder, however this information is not available at this time. Customers can expect to receive rebate cheques by the end of May, which will be mailed to them directly.

Rebate cheques will be sent to the mailing address associated with your MPI account. If you have moved recently and need to update your mailing address to ensure your rebate cheque is sent to the correct location, please call your Autopac agent or our Contact Centre before May 16 to do so.

MPI is continuing to work with the Government of Manitoba on additional options to support Manitobans who are facing financial hardship during COVID-19.

Please continue to check back on this page for updates on these options.

Last updated: May 11, 2020

Transactions and payments

Temporary phone transactions

Manitobans are now able to conduct many transactions by phone with Autopac agents or directly with our Contact Centre, including:

  • New registration and policy application (including the issuing of new licence plates)
  • Renewal of an expiring/expired driver’s licence (including photo)
  • Renewal of enhanced identification card (EIC) or enhanced driver’s licence (EDL)
  • Reapplication of a lapsed driver's licence
  • Manual reassessment of an active or lapsed driver's licence
  • Driver's licence replacement
  • Basic ID card replacement (with no information changes)
  • Vehicle insurance coverage renewal, reassessment, reactivation, reapplication
  • Transfer of policy
  • Mailing and permanent address changes within Manitoba
  • Cancellations

Payments

Most payments, including most driver’s licence charges, policy fees, registrations, premiums and overdue amounts, can be made online with a credit card or through online banking with your financial institution.

Please note: If you are making a phone or online payment through your financial institution, please use your customer number as your account number during set up.

If you’re unsure of which payment options are available to you, please look at your latest statement.

If you have an Annual Statement of Account, most payments can be made here.

Please note: If you are paying online through Online Services, follow the process below that applies to you:

  • You have a personal account and a driver’s licence or identification card: You will be required to enter your document number (DD/REF) from your driver’s licence or identification card. This is not your customer number.
  • You have a personal account but you do not have a driver’s licence or identification card: You will be required to enter your customer number.
  • You have a corporate account: You will be required to enter your customer number.

If you need help locating your document number (DD/REF) or customer number, examples of where these numbers can be found are provided on Online Services.

If you have a Renewal Notice (that says you are required to visit in person and/or need to have your photo taken for your driver’s licence, pictured below), call your Autopac agent or our Contact Centre at 204-985-7000 or 1-800-665-2410.

Special services for Class 1 drivers during COVID-19

All Manitobans are grateful for the efforts of professional truck drivers, especially those who travel outside Manitoba to ensure that our province continues to receive critical goods and supplies during the COVID-19 pandemic.

In recognition of the important role played by Class 1 drivers, we have created special processes for all Class 1 drivers to do business with MPI over the phone and online. This includes making payments, requesting commercial driver abstracts, renewing a driver’s licence, registration or insurance and more.

You can find all the details here.

Last updated: May 1, 2020

Licensing & ID

Driver testing

Due to COVID-19 and the physical distancing guidelines in place throughout the province, we cancelled all driver testing (knowledge and road tests) for all classes of licences in Manitoba.

As the province begins to open, we are working on ways to safely resume testing.

Currently, the following services are being made available with increased safety protocols for both staff and customers in place:

  • Previously scheduled Class 1 road tests are planned to begin the week of May 18.
  • Previously scheduled knowledge tests are planned to begin the week of May 18.

Learn more about the updated testing processes and requirements for customers taking these tests here.

All other tests (knowledge and road) are currently unavailable. We are working toward the safe resumption of all tests for all classes. Please watch this page and our social media channels for updates on when we will be able to resume other driver testing services.

Enhanced ID interviews

We have cancelled all enhanced ID interview appointments until further notice. Once we are able to resume interviews, customers will be able to re-schedule their appointments.

Driver abstracts

We have temporarily discontinuing issuing driver abstracts at our service centres until further notice.

We continue to accept driver abstract requests by mail or fax. While we cannot accept request forms by email, email-to-fax requests will now be accepted.

Customers may choose to have their driver abstract emailed to them as an alternative delivery method to mail or fax. To do this, please include your email address on the Driver Abstract Request Form.

Last updated: May 7, 2020

Registration & insurance

Personalized licence plates

The Personalized Licence Plate Program has been suspended and will not be accepting new applications until further notice. Applications that have already been submitted will be processed, however customers may experience delays.

Last updated: May 1, 2020

Claims

Vehicle claims

We have made adjustments to our claim and estimating process to ensure the safety of our customers and staff. However, our goal remains to ensure our customers will not be without a vehicle, or in a rental vehicle for a lengthy period after a claim is made. As such, we encourage customers to call in and report any vehicle claims they may have.

Please note the following updates to our processes based on the condition of your vehicle:

Drivable vehicles

If you are making a claim for a vehicle that is still safe to drive, you can continue driving it and have it estimated when we are able to resume regular operations.

However, if you choose to have your drivable vehicle repaired at this time, you can visit any Accredited or Direct Repair shop to have it estimated and repaired.

Photo-based estimating is an option for customers who choose to visit a non-Direct Repair shop. Estimators have been assigned to work with repair shops in creating estimates based on photos.

Non-drivable vehicles

Claims for non-drivable vehicles will follow our existing processes. They are towed to our compound at our Physical Damage Centre to limit social interaction during the process.

As previously announced, all adjusting appointments are now being conducted over the phone, rather than in person.

Should you have any questions about an open claim, please contact your adjuster for the most up-to-date information.

Adjusting appointments

In-person adjusting appointments are being transitioned to be completed over the phone. Adjusters will be contacting impacted customers with appointments directly with more information.

Disinfecting program

We have implemented a new program to allow for the cleaning and disinfecting of vehicles before repairs start, and after repairs are complete. The pre- and post-repair cleaning/sanitization will consist of surfaces frequently touched by a customer, including but not limited to:

  • exterior/interior door handles
  • interior door trim panels
  • consoles
  • steering wheel
  • levers attached to the steering column (signals, cruise control)
  • dash including radio/climate controls
  • seatbelt buckles
  • hood latch and releases

Last updated: May 1, 2020

Salvage

All in-person salvage viewing and auctions at MPI's Physical Damage Centre, located at 1981 Plessis Road, are temporarily suspended. Auctions will now be held in an online format until further notice.

In addition, some rural storage facility locations where salvage tender items are listed may be closed and/or not be allowing public viewing at this time. We recommend calling any location where a salvage tender is listed to confirm their status and/or any changes to their viewing availability.

You can find the current tender listings here.

Last updated: May 1, 2020

Driver-Z

All Driver-Z in-class and in-car sessions have been cancelled until further notice. In the interim, we encourage students and instructors to continue the online learning portion of the program.

Last updated: May 1, 2020

DriVR-X

Due to COVID-19 concerns, we have postponed all upcoming DriVR-X events until further notice.

If you have any questions, please contact the Community Relations department.

Last updated: May 1, 2020