Case Study


Vehicle rental insurance coverage on DCPD claim

Synopsis of Complaint:

A Consumer was involved in a not-at-fault loss and was provided a rental under Direct Compensation Property Damage (DCPD).

Due to supply chain issues, parts were delayed, and repairs could not be completed in a timely manner.

The Insurer requested the Consumer call the vehicle manufacturer to request they pay his rental since the delay was due to their parts shortage. The Consumer contacted the Insurer to request information on which parts were delayed but the Insurer’s response was delayed. The Insurer then withdrew authorization for rental even though the repairs were not completed.

As a result, the Consumer incurred an additional $1,980.00 in rental costs and submitted it to the Insurer for reimbursement. The insurer refused to pay the additional charges.

Review by GIO:

As part of GIO’s informal conciliation, the Consumer Service Officer (CSO) confirmed with the Insurer that the claim was being handled under DCPD.

The CSO requested the Insurer reconsider their decision not to pay the rental since the claim was being paid under DCPD and there is no rental limit under DCPD.


After further review, the Insurer agreed to pay the additional rental expense to the Consumer.

GIO is an independent body set up to help Canadians find a fair resolution to disputes with insurance providers. GIO can provide advice on dealing with your insurance company as a first step. If you are not satisfied with the decision from your provider on your claim, GIO can help resolve your claim. 

If you’d like to submit a claim visit here.

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