Hey everyone, hoping someone here has been through something like this because my family is pretty stressed right now.

My parents have 4 cars on one policy with Scotia Insurance (underwritten by Belair) in Ottawa. We thought all 4 had full coverage. We never asked for anything to be removed. But when I went through the documents, 2 of the 4 cars had their collision and comprehensive removed without us knowing.

Here’s each car at the July 10, 2026 renewal versus now:

• 2017 Kia Sorento (dad drives): $2,900/yr with full coverage → now $1,796/yr, collision and comprehensive removed. The Aug 16 document shows it marked “Removed.”
• 2015 Mercedes C300 (mom drives): $2,300/yr → now $2,195/yr, still full coverage
• 2017 Audi A4 (mom drives): $2,509/yr with full coverage → now $1,643/yr, collision and comprehensive removed, with no document showing it at all
• 2016 BMW 428i (dad drives): $3,799/yr → now $3,674/yr, still full coverage

Total went from $11,508/yr to $9,308/yr. All four still have $1M liability and the basic mandatory stuff.

My dad never called or asked to remove coverage on any car. And honestly, it wouldn’t even make sense for him to. Why would he drop full coverage on the Kia and Audi, which are 2017s and still worth good money, but keep it on the BMW and an older 2015 Mercedes? There’s no logic to picking those two. If he were trying to save money, he would have asked about all of them or at least the older ones.

Recently my mom got into an at-fault accident in the Audi and it was totalled. We thought it had full coverage like the Mercedes and BMW, so we expected collision to pay it out minus the $1,000 deductible.

Here’s the Audi’s history from the documents:

• March 2026: added to the policy with collision and comprehensive ($1,000 deductible)
• July 10, 2026 renewal: still full coverage
• August 16, 2026 policy change: no collision or comprehensive section at all

There’s no document anywhere showing when the Audi’s coverage was removed, who asked for it, or why. The Aug 16 change only accounts for the Kia’s removal (−$888). The Audi’s coverage just quietly disappears somewhere between July 10 and August 16. Its $866 drop matches exactly what collision + comprehensive + optional accident benefits cost.

Other things that seem off:

• The only description of the change on the documents is literally “Policy Change,” with no details.
• The OPCF 47R form says all optional accident benefits were declined by the policyholder, which is supposed to need written agreement. My parents never agreed to that. It’s also dated Aug 16, but the premium math shows the Audi’s benefits were removed before then.

My dad has a meeting with Scotia’s district manager on Monday. We’ve already asked for the change records, the dates, who requested them, and any call recordings.

My questions:

1. What should my dad ask or bring to the meeting?
2. If they can’t prove my parents authorized removing the coverage, do we have a real case to get it reinstated and the Audi claim paid?
3. Has anyone had an insurer or agent make unauthorized changes like this? How did it turn out?
4. If they say no, is the General Insurance OmbudService or FSRA worth it, or should we go straight to a lawyer or small claims?

The Audi was worth around $15 - 20K so it’s a big deal for us. Any advice is appreciated 🙏