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

Last updated: December 18, 2020

For the safety of our staff and customers we will continue to follow physical distancing guidelines and we ask that all customers please allow for a two-metre (six-foot) distance from other customers and staff. We also ask that all customers who have travelled outside of western Canada (British Columbia, Alberta, Saskatchewan, and the Yukon, Northwest and Nunavut territories) or Northwestern Ontario (defined as west of Terrace Bay) 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.)

Mandatory mask requirement

In alignment with provincial public health recommendations, masks will be mandatory at all MPI locations for both staff and customers, effective Wednesday, September 9.

Signage will be posted at entrances of all locations to remind customers of this requirement.

All customer-facing employees will also wear masks when interacting with the public – this includes front counter staff and estimators.

Manitoba Pandemic Response System restrictions

As reflected by the current public health order, moving all of Manitoba moving to Red: Critical on the Manitoba Pandemic Response System (effective November 12), MPI will continue to provide the majority of our insurance and driver licensing products and services throughout this new restricted period.

Please see the Driver Z section below for program updates as a result of this latest order.

We continue to follow enhanced safety measures to protect our customers and staff. This includes changes to our operations in our physical locations.

At all of our service and claims centres throughout the province, along with our existing precautions including enhanced cleaning and plexiglass barriers, we will continue to monitor capacity as needed.

Also, in alignment with new requirements in the latest public health order, customers visiting any of our service and claim centres will now be asked screening questions at the entrance of each location. Before they enter the building, a staff member will ask about their current health, potential exposure to COVID-19 and which services they are looking for. If there is a wait for service, we will record their name and phone number and ask them to wait in their vehicle, where possible.

Customers visiting these locations, must continue to adhere to the following guidelines:

  • Follow public health guidance on travel and self-isolation.
  • Wear a non-medical mask at all times.
  • Follow physical distancing guidelines and allow for a two-metre (six-foot) distance from other customers and staff.
  • Have only one family member per household to enter, unless otherwise required for business.

Hours of operation

MPI service centres have resumed their regular hours. You can find each location’s specific hours of operation here.

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

Arborg Service Centre

Effective Friday, December 18 at 4:30 p.m., our Arborg Service Centre will close to MPI customers to serve as a COVID-19 testing centre.

On Monday, December 21, the location will reopen for business in a temporary location at Lot #1, Hwy. 68 & Main St. in Arborg (across the street from our permanent location). The centre’s hours of operation will remain unchanged at: 8:30 a.m. to 4:30 p.m., Monday to Friday.

Portage la Prairie Service Centre

Effective Friday, November 13 at 4:30 p.m., our Portage la Prairie Service Centre will close to MPI customers to serve as a COVID-19 testng centre.

On Monday, November 16, the location will reopen for business for business in a temporary location at Unit D-10 2450 Saskatchewan Avenue W. (located in the Portage la Prairie Mall). The centre’s hours of operation will remain unchanged: 8:30 a.m. to 4:30 p.m., Monday to Friday.

King Edward Service Centre

Effective, Monday, November 2, our King Edward Service Centre is operating in a temporary location at 1780 Ellice Avenue (at the corner of Ellice Avenue and Berry Street), to allow its permanent location (125 King Edward Street) to be used as a COVID-19 testing site. The centre’s hours of operation remain unchanged: 9 a.m. to 4:30 p.m., Monday to Friday.

Main Street Service Centre

Our Main Street Service Centre is closed until further notice as it is currently operating as a drive-thru COVID-19 testing centre.

Any additional changes will be communicated on this page.

Supporting Manitobans through COVID-19

Last updated: November 30, 2020

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. An initial rebate in May 2020 totalled approximately $110 million from both the Basic and Extension lines of business. A second rebate was announced in November 2020, with a total of approximately $69 million from the Basic line of our business to be distributed in late December 2020 to early January 2021.

Customers will receive rebates based on Basic Autopac insurance premiums paid between mid-March and the end of October 2020. The rebate will be based on what policyholders paid during this period and is expected to be about six per cent of their annual Basic Autopac premium. Cheques are expected to be approximately $100 per average policyholder.

Rebate cheques have been mailed to all eligible customers. See more information on rebate cheques here.

Transactions and payments

Last updated: August 11, 2020

Temporary phone transactions

Manitobans are now able to conduct many transactions by phone with Autopac agents, 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.

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.

Licensing & ID

Last updated: December 3, 2020

Driver testing

We have resumed booking most knowledge and road tests. Detailed requirements can be found on our COVID-19 Driving Tests page.

Oral knowledge tests

In order to address evolving COVID-19 requirements and restrictions, effective December 1, 2020, all scheduled oral knowledge test appointments for December will be cancelled and new appointments will be suspended until December 31, 2020. Regular knowledge tests remain unaffected by this change.

All impacted customers will be contacted and be able to reschedule their appointment once testing is able to resume.

Mobile testing

Please note: Due to Manitoba moving to the Critical level (Red) on the Pandemic Response System, some locations that we utilize for mobile driver testing have closed their community facilities.

As a result, all scheduled mobile road tests in the following communities have been cancelled and all future bookings in these communities are suspended until further notice:

  • Altona
  • Carman
  • Cross Lake
  • Gillam
  • Gimli
  • Leaf Rapids
  • Manitou
  • Minnedosa
  • Morden
  • Morris
  • Norway House
  • Snow Lake/Grand Rapids
  • Souris
  • Virden

Impacted customers have been contacted regarding their appointment cancellations.

Enhanced ID interviews

Effective November 12, the Pandemic Provincial Response Level moved to Red: Critical. In response to the restrictions of the public health order, in-person enhanced interviews scheduled for the remainder of November and the month of December will be cancelled, effective November 25. Affected customers will be contacted to reschedule their appointments.

Exceptions will be made on a case-by-case basis for customers who require an interview for essential travel purposes. In those cases, customers still must:

  • Not attend a service centre if they are exhibiting any symptoms of respiratory illness, or if they are self-isolating due to travel.
  • Bring their own pen to complete the paperwork.
  • Arrive 15 minutes prior to their scheduled appointment and park in any available stall. Check in at the front entrance doors if there is a line-up outside.
  • Maintain physical distancing (minimum of 2 metres / 6 feet) at all times.
  • Upon entry, sanitize their hands and wear a mask at all times.
  • Bring their citizenship document and any linking documents to their interview.

Driver abstracts

Our regular procedures have resumed.

Claims

Last updated: November 2, 2020

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.

We are also conducting adjusting appointments over the phone, where possible.

We have implemented enhanced 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.

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

Salvage

Last updated: November 20, 2020

Effective Friday, November 20, all customers visiting Building B at our Physical Damage Centre (PDC) (1981 Plessis Rd.) will be asked COVID-19 screening questions before entering the building. Before a customer enters, a staff member will ask about their current health and any potential exposure to COVID-19.

In order to effectively manage capacity, three customers will be permitted in the Salvage office at a time.

MPI has implemented a new online format for salvage auctions, effective September 30. With the move to this more accessible online format, MPI will no longer hold in-person salvage auctions. Find more information here.

Due to operational changes required at our Physical Damage Centre (PDC) in Winnipeg as a result of COVID-19, in-person viewing for items located at the PDC will no longer be available beginning the week of November 2.

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.

Effectively immediately, MPI Salvage Operations will not be accepting cash payments for MPI Salvage Items until further notice. Customers are encouraged to pay through online options, including INTERAC Online or by sending an electronic fund transfer. More details are available here.

Driver Z

Last updated: November 16, 2020

Effective November 12, the Pandemic Provincial Response Level moved to Red: Critical. In response to the restrictions of the public health order, all in-car lessons will be suspended, effective immediately. Virtual classroom sessions will continue as will any scheduled knowledge tests.

Once it is clear that in-car lessons can be resumed safely, we will work with our instructors to reschedule lessons as soon as it is possible.

DriVR-X

Last updated: May 1, 2020

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.