STORY: By the Numbers - CAA looks back on key initiatives from the pandemic

Jun 30, 2020

3 min



It’s been almost five months since COVID-19 started to dominate headlines in Canada and many people and businesses had to adapt to quickly changing circumstances.  


As one of Canada’s largest membership organizations, with multiple areas of business, CAA had to navigate the changes in various industries in order to keep CAA members safe.  


The initial response 


As a travel company, our agents helped to rebook hundreds of passenger travel itineraries as flights were cancelled and borders closed. CAA’s travel insurance company, Orion Travel Insurance, worked with thousands of insureds to extend their trip cancellation and interruption insurance policies while offering additional protection for travel suppliers’ vouchers and credits.  


As the community spread of COVID-19 started to take hold, CAA had to make the difficult decision to implement contact-free service and ask members to seek alternative transportation from their breakdown location, all in the interest of keeping members and drivers safe.  


To help do our part to curb the spread of the virus, a decision was made in early March to close all of CAA’s retail stores across south-central Ontario. While the state of emergency had not yet been implemented by the province, we felt it was the right thing to do. All CAA associates across the company quickly adapted to work from home.  


Shortly after, a state of emergency went into effect in Ontario and CAA was established as an essential service both for roadside and insurance operations.  



A Responsibility to do something good 


Once the safety of CAA operations was taken care of, we quickly started looking at how else we can make a difference during this difficult time.  


First, we committed to supporting healthcare workers and first responders by offering free roadside assistance during this crisis. 


We then leveraged our network of trucks to deliver vital food and supplies to those in need. CAA worked with several large organizations in need, such as food banks, Meals on Wheels, Mobilizing Masks for Healthcare Workers and other community service groups, to assist with delivering vital supplies where they were needed urgently.  


CAA also felt that it was important to stay connected and check in on the vulnerable members of our community who are struggling most. We created Operation Outreach to proactively reach out to a group of CAA members who were over the age of 75. The initiative was overwhelmingly positive with members appreciating the call and opportunity to interact with someone. One member even offered to join our outbound-calling team and to help check in with others.


As the pandemic continued, we noticed that another important way we could give back and help people in need was through our insurance coverage.  


We saw that Canadians everywhere were feeling the profound social, emotional and financial effects of COVID-19, and so CAA Insurance looked at every possible way to help people save money. We are the only insurance company offering a 10% rate reduction on both home and auto policies, as well as a $100 Auto Insurance Relief Benefit. Unlike other insurers, we made sure that the rate reduction would be valid for the duration of the 12-month policy term. 


By the numbers 


Everything that was accomplished throughout the pandemic was possible thanks to the hard work of dedicated Associates and the enduring support of our Members. While many Members may join CAA for roadside or to sign up for insurance, they are also contributing to the community.  


The COVID-19 pandemic presented an opportunity for us to support our Members and the communities in which they live. We are pleased to share the impact that was made throughout this time.




Powered by

You might also like...

Check out some other posts from CAA Club Group

MEDIA RELEASE: CAA brings road safety partners and first responders together to urge drivers to slow down and move over featured image

5 min

MEDIA RELEASE: CAA brings road safety partners and first responders together to urge drivers to slow down and move over

Ahead of National Slow Down, Move Over (SDMO) Day, CAA South Central Ontario, in partnership with the Ministry of Transportation, Canadian Towing Association, Toronto Police Service (TPS), Ontario Provincial Police (OPP), Toronto Fire, Toronto Paramedic Services, and 407 ETR, have joined forces to remind Ontario drivers that slowing down and moving over is one of the simplest actions they can take to help protect tow operators, first responders and other roadside workers. “For tow operators and first responders, the roadside is their workplace,” says Teresa Di Felice, assistant vice-president of government and community relations at CAA South Central Ontario. “When drivers see flashing lights, we need them to recognize that there is a trained professional helping someone at the roadside. Slowing down and moving over gives those workers the space they need to do their jobs more safely.” While most Ontario drivers are familiar with the law, that awareness does not always translate into consistent action on the road. “Every day, the men and women who respond to emergencies, assist stranded drivers and maintain our highways put themselves at risk to keep others safe,” said Prabmeet Sarkaria, Minister of Transportation. “That’s why, beginning January 1, 2027, we’re expanding Ontario’s Slow Down, Move Over law to protect more roadside workers on the job because something as simple as slowing down and moving over can save lives and help ensure those who keep our roads safe make it home to their families.” Toronto Police Service says those protections are critical for officers and other roadside workers who routinely work alongside moving traffic. "Many police officers have found themselves in situations where they are stopped on the side of the road doing their job, only to have vehicles pass dangerously close by," says Robert Johnson, Deputy Chief, Toronto Police Service. "When first responders or tow truck drivers have their lights flashing, drivers are legally required to slow down safely below the speed limit and leave space for emergency vehicles." As part of its continuing road safety work, CAA is piloting Variable Message Signs (VMS) technology on tow trucks across Ontario to determine whether enhanced visibility and directional messaging can help motorists recognize roadside incidents sooner and respond safely. Research from the AAA Foundation for Traffic Safety found drivers were 95 per cent more likely to change lanes when a VMS was active. CAA’s pilot will assess whether the technology can help motorists identify a roadside response earlier and encourage them to slow down and move over. “Drivers are processing a lot of information when they approach a roadside incident,” said Di Felice. “A clear, visible message may help them understand what is happening sooner and give them more time to slow down, check surrounding traffic and move over safely.” Putting drivers in the worker’s shoes Technology is one part of the solution. CAA is also using public education to help drivers understand the people Ontario’s SDMO law is intended to protect. CAA’s SDMO public service announcement puts motorists in the shoes of the people who assist stranded drivers every day. Rather than focusing only on the rules of the road, it highlights the individuals behind the flashing lights and the risks they face while working just feet from live traffic. Watch the PSA here. Ontario expanding slow down move over law to protect more workers Starting January 1, 2027, drivers must also slow down and move over for certain work vehicles stopped at roadside with flashing amber lights activated. Work vehicles under the expanded law include highway maintenance vehicles, public utility vehicles (such as electricity, water, natural gas, telecommunications), waste collection vehicles (such as garbage, recycling or organic waste trucks) and roadside assistance vehicles (like CAA or other providers). CN Tower to shine for roadside safety On Saturday, October 17, the CN Tower will be illuminated in yellow and black to mark National Slow Down, Move Over Day, commemorated by all the CAA clubs across the country, and in honour of the tow operators, emergency responders and other roadside workers who assist motorists every day. A standard light show will run for 5 minutes at the top of every hour, followed by another light show on the half hour. To learn more about SDMO laws, please visit: www.caasco.com/SDMO Quick Facts CAA research shows that Ontario drivers report slowing down and moving over for emergency vehicles more than 90 per cent of the time, but only 49 per cent of the time for tow trucks. Nearly 4 in 5 Ontario drivers have heard of the SDMO law, but only 55 per cent knew they were required to slow down and move over for stopped tow trucks with flashing lights. The same study found that 93 per cent of Ontarians support the use of Variable Message Signs. Respondents also said the signs would encourage drivers to slow down and move over, improving safety for roadside workers and stranded motorists. Quotes “Tow operators are often called to the roadside when someone needs help. Everyday members of our industry are available 24-hours in all kinds of weather. Doing the work safely depends in part on the actions of passing drivers. When motorists slow down and move over, they give tow operators the room they need to assist stranded drivers and clear vehicles safely. It is a small action behind the wheel that can make a big difference at the roadside.” – Joey Gagne, President, Canadian Towing Association "First responders are there to help those in crisis and keep our roads safe, but we can’t do it alone. When approaching a stopped emergency vehicle with its flashing lights activated, slow down and, where possible, move over. The Slow Down, Move Over law helps create a safer environment for emergency personnel working on our roads. It’s the law. Road safety is a shared responsibility, and a simple action can make a meaningful difference for everyone on our roads.” - Deputy Commissioner Bryan MacKillop, Ontario Provincial Police "Toronto Fire Services is proud to support CAA's Slow Down, Move Over campaign. Every day, emergency responders work in and around live traffic to keep our communities safe. Slowing down and moving over when approaching emergency scenes helps protect firefighters, paramedics, police officers, tow operators, and all roadside workers who put themselves at risk to serve others. This simple action can save lives." - Fire Chief Jim Jessop, Toronto Fire Services "Every day, emergency responders, tow truck operators and highway patrollers put themselves at risk to help keep people moving safely. At 407 ETR, we see this firsthand through the work of our patrollers, OPP officers and first responders who assist drivers and respond to incidents around the clock. That's why we're proud to support CAA's Slow Down, Move Over campaign. Slowing down and moving over isn't just the law, it's a simple action that helps protect the people working roadside and can prevent tragedies on our roads.” -Jose Espinosa, President & CEO, 407 ETR “Paramedics work in dynamic environments, including at the roadside alongside live traffic. When drivers slow down and move over, they help create a safer space for all emergency responders to do their jobs and care for those in need. Road safety is a shared responsibility.” - Chief Bikram Chawla, Toronto Paramedic Services

MEDIA RELEASE: CAA Manitoba calls for truck-mounted warning signs to improve roadside safety ahead of Slow Down, Move Over Day featured image

2 min

MEDIA RELEASE: CAA Manitoba calls for truck-mounted warning signs to improve roadside safety ahead of Slow Down, Move Over Day

Ahead of National Slow Down Move Over (SDMO) Day, acknowledged on October 17, CAA Manitoba is calling for regulatory changes that would allow tow trucks to use vehicle-mounted electronic warning signs, known as Variable Message Signs (VMS), to give approaching drivers an earlier warning of roadside incidents. Every day, tow truck operators work alongside live traffic to help stranded motorists, but many drivers still do not give them the same space and protection they provide emergency vehicles such as police, fire and ambulances. "For tow operators and first responders, the roadside is their workplace," said Teresa Di Felice, assistant vice president, government and community relations, CAA Manitoba. "Slowing down and moving over is a simple action drivers can take to make a meaningful difference to protect the people who assist Manitobans every day." Variable Message Signs (VMS) provide drivers with advance warning of roadside incidents, giving them more time to react safely. The technology is already authorized in over 40 U.S. states, as well as in Australia and across the European Union. Research from the AAA Foundation for Traffic Safety found drivers were more likely to slow down and move over when a VMS was active, with the odds of a vehicle moving over increasing by 95 per cent. CAA Manitoba continues to discuss the use of truck-mounted VMS technology with government and industry stakeholders as part of broader efforts to improve roadside safety. A pilot project underway in Ontario is testing how the technology can help protect roadside workers, including tow operators. Despite growing awareness of SDMO laws, compliance around tow trucks continues to lag behind other emergency vehicles. CAA research found members were less likely to move over for tow trucks than for police, ambulances or fire trucks. Among those who did not move over for a tow truck, nearly half said they did not know it was required by law. "Tow truck operators are often among the first people to arrive when someone needs help," says Di Felice. "They deserve the same care and protection we give other emergency responders." To help address the issue, CAA has launched a new public service announcement that puts motorists in the shoes of the roadside workers who assist drivers every day. Rather than focusing solely on the rules of the road, the campaign highlights the people those rules are designed to protect. Watch the PSA here. CAA research also found that while eight in 10 members understand the core Slow Down, Move Over message, some remain unclear about the exact action required when approaching a roadside incident. The campaign aims to close that gap through education and awareness. To learn more about SDMO laws, please visit: https://www.caamanitoba.com/SDMO

MEDIA RELEASE: New CAA Travel Insurance benefits provide travellers with enhanced coverage that better reflects today’s travel reality featured image

2 min

MEDIA RELEASE: New CAA Travel Insurance benefits provide travellers with enhanced coverage that better reflects today’s travel reality

Ahead of the busy winter travel season, CAA Travel Insurance, a product of Orion Travel Insurance, is introducing several important coverage enhancements to provide broader protection, clearer benefits, and more support when travel plans are disrupted. Key coverage enhancements include: • Emergency medical coverage increased from $5 million to $10 million. • Expanded coverage for climate events and extreme weather. • A new CAA Flight Delay Benefit, to provide cash or lounge passes to travellers delayed two or more hours. • Broader Trip Cancellation and Interruption coverage for major travel disruptions and unexpected personal circumstances. These updates reflect the changing travel realities that Canadians continue to navigate, including the rising costs of medical care. “Today’s travellers face a broad range of risks, from flight disruptions and extreme weather to unexpected medical emergencies and events at home,” says Elliott Silverstein, director, government relations, insurance, CAA South Central Ontario. “These updates deliver clearer benefits, broader protection and new forms of support to travellers when plans change unexpectedly.” The increase in emergency medical coverage reflects the continually rising cost of medical care while travelling abroad. Costs associated with everything from routine treatment to emergency transportation and air ambulance services have increased approximately 14 to 15 per cent annually since 2019. CAA’s expanded climate-related coverage introduces explicit policy language that clearly explains what coverage is available if a natural disaster impacts your destination accommodation, or if weather-related property damage at home disrupts your travel plans. In addition, eligible trip cancellation policies now include a new Flight Delay Benefit, providing an automatic benefit if your flight is delayed. Unlike a traditional expense-based reimbursement process, insured travellers will automatically receive a benefit when their insured flight is delayed by two or more hours, in the form of immediate payment or a lounge pass. CAA’s new Major Travel Disruption coverage addresses eligible flight cancellations or unannounced strikes, which are increasingly impacting travellers. New travel document protection covers stolen documents before departure, as well as documents that are lost or stolen at a destination. Other new covered situations include a stolen private vehicle, possible damage to a home or business, and additional occupancy costs when a travel companion interrupts their trip and the insured traveller continues as planned. “These updates are part of the ongoing optimization of CAA Travel Insurance coverage; intended to provide clearer benefits, broader protection and more support when travel plans change,” says Silverstein. “Travel insurance is not only about responding to major emergencies, it can also provide practical support during the more common situations travellers may experience while they are away from home.” CAA encourages travellers to review their policy, including its eligibility requirements, terms, conditions, limitations and exclusions, before departure. For more information about CAA Travel Insurance and coverage updates, visit: www.caasco.com/travelinsurance

View all posts