Frequently asked questions

Insurance, accidents and damage

What should I do if I've been in an accident while driving a Modo?

Accidents can happen to anyone. Stay calm, prioritize safety and follow these steps:

Step 1: If the accident involves another vehicle, make sure you, your passengers and the other party are safe. If anyone is injured, call 911. If it’s safe to move vehicles off the road, do so. Avoid discussing who is at fault and proceed to step 2. If the accident does not involve another vehicle, like hitting a pole for example, skip to step 5.

‍Step 2: Collect the following information for all vehicles and drivers involved in the collision:

Driver’s name, driver’s licence number, state or province, and contact information
Vehicle licence plate number and year, make and model
Insurance information if the vehicle is not from B.C.
Photos of the damage to both vehicles

‍Step 3: If there are any witnesses to the collision, gather their names and contact information.

‍Step 4: Note all the details about the collision scene including date, time, and weather conditions; the location; the direction each vehicle was traveling; your vehicle in relation to the other vehicle(s).

‍Step 5: Call Modo as soon as possible and we’ll walk you through the next steps.

How does Modo's insurance work?

Modo’s fleet is insured up to $5 million under a Third-Party Liability policy* from ICBC. We are also self-insured for damage to our own vehicles. Members may be subject to a damage fee for any damage that occurs to the Modo vehicle during their bookings. We know accidents happen, that’s why Modo offers options to cover the Damage Fee. Learn how

* Third-party liability insurance is a type of coverage that financially protects you if you're considered responsible for damages or injury to another person or their property.

When do I have to pay for damage that occurred during my booking?

If you're involved in an accident with another vehicle, and the third party is deemed at-fault by ICBC, you won't be charged any damage fees. However, in all other incidents, including at-fault accidents, hit and runs, vandalism, and damage to the tires, you will be required to pay the Damage Fee.

When does Modo's insurance NOT cover damage during my booking?

As per our Carsharing Handbook, there are certain circumstances where Modo's insurance policy may not cover the expenses of damage caused to the vehicle. In the following situations, you will be held liable for the full cost of the damage incident:

The Vehicle is damaged through improper use, for example, by moving cargo in and out of an undersized Vehicle or by an animal in the vehicle
The Vehicle was used on a back country or forest service road, or any road or off-road area not generally used by regular passenger vehicles
The Vehicle was left unsecured
The Vehicle was used in the committing of a crime
The Vehicle was used to transport explosives and/or flammables
The Vehicle was used in a race, competition or comparable event
The driver of the Vehicle was intoxicated
The driver was speeding excessively
The driver was charged with a vehicle-related offence under the Motor Vehicle Act or Criminal Code
Unsuitable fluids were introduced into the Vehicle, such as diesel fuel into a gasoline powered vehicle
The Vehicle was otherwise misused, or the driver’s behaviour was inappropriate in Modo’s sole determination
The driver fails to notify Modo of an accident or damage that occurs during their booking
The Vehicle was used to provide ride-hailing (passenger-directed) services
When damage occurs during driving by an unauthorized third party or a non-member of Modo.

What is Modo's damage fee?

Modo members who have maintained a clean driving record for at least two years will be subject to a damage fee of up to $1,000, depending on the extent of the damage caused.

Green Members or members who have previously caused damage to Modo with a cost exceeding $1,000 within the past two years will be subject to a damage fee of up to $2,500.

How can I avoid paying the damage fee?

Don’t forget your walk-around inspections at the start and end of your booking. Your pre-trip inspection report needs to be submitted to us either via email, the app or calling prior to accessing the vehicle in order to prevent liability. That could save you from unexpected damage fees.

When joining Modo, you will choose between two options available to reduce your out-of-pocket damage cost to $0. You can adjust your choice under your Account Settings at your convenience.

‍Option 1: Collision Loss Damage Insurance (CLDI)

‍Reduce your damage fee to $0 by paying your Modo invoices with a credit card offering Collision Loss Damage Insurance (CLDI). Check with your credit card company to see if your card carries this insurance, then indicate on your Modo account online that you’re using your credit card’s CLDI coverage by setting up the card for automatic payments and enabling the CLDI option. By doing so, you will be declining the insurance provided by Modo and indicating your preferred coverage option as CLDI for future bookings.

Please note: CLDI does not cover trucks, cargo vans and some specialty vehicles. Please check your insurer terms and conditions for details on exclusions.

‍Option 2: Sign up for the Modo Damage Pool

What is the Modo Damage Pool?

Modo Damage Pool is a fund designed to cover the repair costs for damages incurred to the fleet. It's a collective resource shared by those who choose to enroll in it. By joining the Modo Damage Pool, you can reduce your damage fee to $0 for any damage that occurs during your booking. If you're interested by this optional coverage, you have to sign up for it before any accidents happen. It costs $75 annually, is non-refundable, covers all Modo vehicles and expires after being used in the event of an accident.

Please note that business accounts and Green Members are not eligible to participate in the Damage Pool.

To sign up for the Modo Damage Pool, login to your account at bookit.modo.coop and click My Account>Damage Pool/Coverage.

After an accident, you may be eligible to rejoin the damage pool depending on the repair costs. See “How to continue driving with Modo after an accident?”

How to continue driving with Modo after an accident?

If you've been involved in an accident while driving a Modo vehicle, here's how you can proceed to continue using our services:

1. Repair costs under $1,000:

Enrolled in Modo's Damage Pool: Your coverage expires after the accident, but you can rejoin the Damage Pool for $75 to continue driving.
Not part of the Damage Pool: If you were not part of the Damage Pool, you'll need to pay the Damage Fee to continue driving (refer to “What is Modo's Damage Fee?”)

2. Repair costs exceed $1,000:

Not part of the Damage Pool: If you weren't enrolled in the Damage Pool, a $1,500 damage deposit is required, in addition to the damage fee, to continue driving.
Part of the Damage Pool: The Damage Pool covers the accident, but you can't rejoin the Damage Pool for at least 2 years from the incident date. Upon no further at-fault incidents with Modo vehicles within the previous 2 years and providing your driving records to reflect a clean driving history amidst those 2 years, you will then be eligible to rejoin the damage pool. In the meantime, to continue driving, the damage deposit of $1,500 is required.
The damage deposit can be paid by electronic bank payment. Credit cards and personal cheques are not accepted. This damage deposit is refundable after two years of maintaining a damage-free driving history, which can be demonstrated by resubmitting your driving documents.

With CLDI coverage: if you file an accident claim using your Collision Loss Damage Insurance (CLDI), you can continue driving without any additional steps.

How do I report and address vehicle damage with Modo?

If you cause damage to a Modo vehicle or notice damage caused by someone else, follow this simple guide:

Look for any of the following:

- Dents

- Scratches

- Cracks in the glass or mirrors

- Damage to the tires

- Rips in the upholstery

- Loose components of the interior

- Vandalism

Always inspect the vehicle before driving. Check for visible damage that is larger than your Modo fob. If the damage already has a clear numbered sticker, it's on record and you're covered.

For unmarked damage, report it before driving. Take photos and send a description to us using our app, email info@modo.coop, or give us a call. After your drive, check for any new damage, take photos, and report it immediately if anything new happens. Don’t forget to remove your trash and clean up spills at the end of your trip.

Remember, late submissions or unreported damage might result in liability and could incur a damage fee if reported by another member later.

How do I take a good photo of damage?

To report any unmarked damage bigger than your Modo fob, take clear and well-lit photos:

Stand 2 meters away from the car and take photos from the side or above to avoid reflections.
Take close-up shots to show the details of the damage.

If the photo file size is too large to be submitted through the app, email them to info@modo.coop.

When describing the damage, use “front” or “rear” and "driver's side" or "passenger's side" to specify the location, such as "dent on the rear driver's side door".

What happens once damage is reported?

If you report damage, we will inspect it to make sure it’s safe for use and place stickers on the damage to document it. After the inspection, an ICBC-accredited estimator will assess the repair costs and a damage coordinator will contact you to discuss the fee. If the damage is minor or cosmetic, we may delay the repair until additional damage occurs to avoid disrupting bookings for other members.

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What do the numbered stickers on the vehicles mean?

Already reported damage will have a clear numbered sticker on or near it. The stickers indicate that we know about the damage, Modo Fleet has determined the vehicle is safe to drive, and it does not need to be reported again. Any damage you find without a sticker and is larger than the size of your fob must be reported.

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