Understanding Your Protection Plan
How Roam's Protection Plans work — what's covered, who provides your insurance, how deductibles work, and how to make a claim.
When you drive with Roam, you're covered. This article explains how your Protection Plan works, what's included, and what to do if you need to make a claim.
What Is a Protection Plan?
A Protection Plan is the bundle of coverage that comes with your Roam subscription. It includes auto insurance, but it also includes benefits that go beyond a traditional insurance policy — like complementary additional drivers and tire and glass protection.
Not every benefit in your Protection Plan is insurance. Some are additional perks that Roam provides to make your driving experience worry-free.
Who Provides My Insurance?
The auto insurance portion of your Protection Plan is provided by Northbridge Insurance, one of Canada's leading commercial insurers. Roam's insurance is brokered by BFL Canada.
You can learn more on our Northbridge Insurance page.
Always contact Roam support first. If you have questions about your coverage, a claim, or your policy, start with us — we'll guide you to the right person and stay involved through the process.
- Phone: 1-647-560-5638 during business hours, or 1-877-340-1737 for after-hours emergencies only
- Email: support@roam.auto
If, after contacting Roam, you need to reach BFL Canada directly, your contacts are:
- Duncan Ross, Client Executive — dross@bflcanada.ca / 1-365-889-1849
- Shaun Hancock, Claims Advisor — shancock@bflcanada.ca / 1-519-200-7960
BFL's business hours are Monday to Friday, 9am to 5pm.
What's Included in My Insurance Coverage?
Your Northbridge Insurance policy includes three core coverages:
Third-Party Liability ($2,000,000) Protects you if you're responsible for an accident that results in bodily injury or property damage to someone else.
Collision Covers damage to your vehicle when it's involved in a collision — whether that's with another vehicle, a fixed object like a pole or guardrail, or a single-vehicle incident like rolling the vehicle on ice.
Comprehensive Covers damage from events outside of a collision, including theft, vandalism, fire, hail, flooding, falling objects, and more.
For a full breakdown of your specific coverage limits, check the documents section of your Roam account or contact Roam support.
What Is a Deductible?
A deductible is the amount you're responsible for paying before your insurance kicks in.
For example, if your deductible is $2,500 and you have a covered loss of $20,000, you pay the first $2,500 and your insurance covers the remaining $17,500.
Your deductible depends on the Protection Plan you choose:
| Protection Plan | Deductible |
|---|---|
| Standard Protection | $2,500 |
| Ultimate Protection | $800 |
I Bring My Own Insurance — What's Different for Me?
Some customers use their own credit card coverage or personal auto policy instead of Roam's Protection Plan. If that's you, here's what you need to know:
- You are responsible for filing claims directly with your own insurance provider. Roam does not manage claims on behalf of customers who bring their own coverage.
- You should still contact Roam after any accident or damage. We'll help coordinate repairs and get you back on the road — the vehicle is still ours, and we manage all repairs.
- Make sure your coverage meets Roam's minimum requirements. If you're unsure, contact Roam support and we can help you confirm.
How Do I Make a Claim?
Step 1: Contact Roam. Always start with Roam. Our team will walk you through the process and connect you with the right contacts at Northbridge.
- Phone: 1-647-560-5638 during business hours, or 1-877-340-1737 for after-hours emergencies only
- Email: support@roam.auto
Step 2: Gather your documentation. The more information you can provide up front, the faster your claim will be processed. Have the following ready:
- Report from the Collision Reporting Centre or police
- Vehicle info, licence plate number, insurance, and contact details of any other parties involved
- Photos and videos of the damage and the scene
- Receipts for any out-of-pocket expenses
- Receipts for any lost or damaged personal items
Step 3: Roam submits the claim to Northbridge. Once we have your information, we'll work with Northbridge to get your claim filed and moving.
Step 4: Northbridge processes the claim. Northbridge will review the details, assess the damage, and determine coverage. The claims process typically takes 1 to 3 weeks, depending on how quickly documentation is provided and how long Northbridge needs to process.
Step 5: Your deductible is collected. If the claim is approved and a deductible applies, Roam will collect your deductible amount. If a replacement vehicle is needed and you are at fault, the deductible will be collected before a replacement is provided.
What's Not Covered?
Your insurance coverage is subject to the terms and conditions of your Northbridge policy. However, there are situations where a claim may be denied:
- Unauthorized use of the vehicle — if the vehicle was being used in a way that violates your Roam subscription agreement, Northbridge or Roam may deny the claim.
For full details on exclusions and limitations, review your policy documents in your Roam account or contact Roam support.
Key Terms at a Glance
| Term | What It Means |
|---|---|
| Protection Plan | The full bundle of coverage included with your Roam subscription — insurance plus additional benefits like tire and glass protection and complementary additional drivers |
| Deductible | The amount you pay out of pocket before insurance covers the rest |
| Third-Party Liability | Coverage for damage or injury you cause to others |
| Collision Coverage | Coverage for damage to your vehicle from a collision |
| Comprehensive Coverage | Coverage for non-collision damage like theft, vandalism, hail, and fire |
| Northbridge Insurance | The insurance company that provides the auto insurance portion of your Protection Plan |
| BFL Canada | Roam's insurance broker — they can answer detailed questions about your coverage |