‘Pending’ indicates that you have not yet purchased coverage, or the policy has not yet started.
Frequently Asked Questions
Got questions? We have answers!
General Support FAQs
My policy status is “pending”, how do I change that status?
Can I have a licensed insurance representative call me now?
Duuo is a digital, on-demand, self-serve platform. Please reach out to our Customer Support team with your question(s) for the quickest response. You can do this by chatting with us using our chat tool at the bottom of the screen or by sending an email to info@duuo.ca.
If you require telephone support after providing us with your question(s) and a screenshot of where you’re encountering any issues, we will be happy to reach out by telephone if you provide us with your telephone number and a few dates and times that work best for you.
While our Customer Support team cannot quote or purchase coverage on your behalf, we are always happy to help answer any questions you may have!
How do I reset my password if I forgot my login information?
If you need to change your password and have already signed up for a Duuo account, simply log out of your account and select ‘Forgot password.’
Steps for a Duuo Password Reset:
- Go to the Duuo home page and click ‘Login.’
2. Click on ‘Forgot Password.’
Check your email (including junk and spam folders) for an email from us with the next steps.
Payment FAQs
What name will appear on my credit card statement? *Update*
Please be advised that we have updated the name on your credit card statements. It will no longer show ‘Duuo Insurance Services Inc.’ Moving forward, you will see ‘Co-operators’ instead.
There is no change to your policy or coverage due to this adjustment.
Please let us know if you have any additional questions, and we will be happy to help.
How do I update my credit card information? Do you only accept credit card?
At this time, we accept:
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VISA/debit
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VISA credit
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Mastercard/debit
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Mastercard credit
To update your credit card information, please follow these steps:
1. Go to your profile (the person icon) in the top right-hand corner.
2. Scroll down to ‘Credit Card Information’.
3. Update the information.
4. Click Save.
How do the monthly payments work? When will I be billed? *Tenant Insurance*
When you are ready to purchase your tenant insurance coverage, the first payment is taken at that time and covers the first month (or a partial month if you purchase midterm).
Since our coverage renews on the 1st of every month, our automated payment system will attempt to collect the premium for the upcoming policy on the last day of each month (at approximately 12:01 a.m. EST).
If the first payment is missed, our system will attempt a charge once every 72 hours, with a maximum of four attempts during the payment grace period. This means the payment is attempted on the last day of each month, then again on the 3rd, the 6th, and the final attempt on the 9th.
** Your coverage will not be interrupted as long as the premium is paid within the four-attempt grace period.
If required, please log into your online Duuo account to update the credit card that we have on file. Unfortunately, we cannot process a manual payment within the automated system.
Did my premium increase recently?
We recently completed a rate review and determined we needed to adjust our premiums, resulting in an increase for most customers.
Even if you have not personally filed a claim or changed your coverage, overall market factors in the insurance industry can impact rates and cause premium increases. Rate reviews and premium changes are common in the insurance industry and includes factors such as inflation, economic conditions, or claims trends. Since these factors can fluctuate and change over time, rates are reviewed periodically and increased if needed.
The review process ensures that our products are priced so that we can continue to offer the coverage and support our customers expect from us. Please note that Duuo policies can fluctuate from month to month. This is noted during the sign-up/purchase process.
Please contact us for any questions you may have.
Tenant Insurance FAQs
Can I cancel my policy at any time?
Yes, you can! We do not apply any midterm cancellation fees at any time.
We suggest waiting until you are close to the date you wish to cancel because once you do, we cannot change the cancellation date or reinstate that policy for you. When you are ready, log into your Duuo account to cancel your policy. You can select a cancellation date up to 60 days in advance.
Depending on the cancellation date you select, you will be charged for the portion of the month that has passed, and the rest of the cost will be refunded to you. For example, if your insurance costs $20 monthly and you cancel halfway through, $10 will be refunded.
When will I be charged for my monthly tenant insurance policy?
When you are ready to purchase your coverage, the first payment is taken immediately and will cover the first month (or a partial month, if you purchase during the middle of the month).
Since our coverage renews on the 1st of every month, our automated payment system will attempt to collect the premium for the upcoming policy on the last day of each month (at approx. 12:01 a.m. EST).
If the first payment is missed, our system will attempt a charge once every 72 hours, with a maximum of four attempts during the payment grace period.
- This means the payment is attempted the last day of each month, then again on the 3rd, the 6th, and the final attempt on the 9th).
- There will be no interruption to your coverage as long as premium is paid within four attempts of the grace period.
If required, please log into your Duuo account to update the credit card that we have on file. Unfortunately, we are not able to process a manual payment within the automated system.
Do I need to consent to the credit check? What if I change my mind?
Since your credit score is a rating factor for tenant insurance, we do require your consent. Without this, we cannot provide you a quote.
If you complete the quote and do not wish to move forward with the policy purchase, you can remove consent by updating the details in your Duuo account under your personal information.
My child is currently a student living in residence. Are they covered by my Tenant Insurance policy?
Yes, a student who is dependent on you or your spouse is considered an “insured person” under this policy, which means they are covered by your Tenant Insurance policy while living in residence.
Are my roommate(s) covered under my tenant insurance policy?
No, your roommate(s) would not be covered under this policy.
When the policy is purchased, the name on the policy is the policy holder and named insured. The only other name that should be specifically listed on the certificate is an immediate family member that is also listed on the lease or rental agreement, if required by the landlord.
One other person who needs to be specifically listed is a romantic partner, if they are not automatically covered under the definition of spouse (meaning you have been living together for less than 3 years.) We will allow coverage under our policy once they are listed as an additional insured.
Other immediate family members are automatically covered if they meet the definition found in the policy wordings, they do not need to be listed on the certificate to have coverage under the policy.
Definitions:
Spouse: Legally married or living together for 3 years or more (automatically covered).
Immediate family members: Spouse, children, siblings, parents. (automatically covered).
Romantic partner: In a romantic relationship and living together for less than 3 years. A romantic partner differs from a roommate. (Name needs to be added to be covered).
** Please note roommates or other people living in the home, that are not immediate family members, are not covered under this policy. They are required to have their own insurance policy.
How do I file a claim? Is there a deductible?
If you need to submit a claim, log into your Duuo account and select the claims tab. The red + in the top right corner will start the claims process.
** There is no deductible for personal liability claims. However, there is a $1,000 deductible on property claims.
Your claims advisor will review the details further.
Who is automatically covered under the policy and who can be added to the certificate of insurance?
When the policy is purchased, the name on the policy is the policy holder and named insured. The only other name that should be specifically listed on the certificate is an immediate family member that is also listed on the lease or rental agreement, if required by the landlord.
One other person who needs to be specifically listed is a romantic partner, if they are not automatically covered under the definition of spouse (see definition below). We will allow coverage under the policy once they are listed as an additional insured.
Other immediate family members are automatically covered if they meet the definition found in the policy wordings. They do not need to be listed on the certificate to have coverage under the policy.
Definitions:
Spouse: Legally married or living together for 3 years or more (automatically covered).
Immediate family members: Spouse, children, siblings, parents. (automatically covered).
Romantic partner: In a romantic relationship and living together for less than 3 years. A romantic partner differs from a roommate. (Name needs to be added to be covered).
** Please note roommates or other people living in the home, that are not immediate family members, are not covered under this policy. They are required to have their own insurance policy.
Are there any extra coverages under this policy I may not have heard about?
Yes! We also provide a number of extensions of coverage to protect you against loss or expense from many other situations that may come up in your life, under the Tenant’s policy.
For the full list of coverages, and any limitations that may apply to them we suggest you read our Full Policy, or start an instant chat with us if you have any questions.
I’m moving, how do I change my address?
Duuo is a digital, on-demand, self-serve platform. If you need to change your address, don’t worry! You can cancel your current policy and repurchase a new one with your new address.
** If only the unit number needs to be updated, please contact us. This change does not require you to cancel and repurchase a new policy.
Steps to cancel and repurchase:
- Log into your Duuo account and select ‘Cancel Coverage’ for the date you want to cancel. Ensure you select the last day you need coverage.
- Next, proceed to purchase a new policy as normal by selecting ‘Add Address’ in the top right-hand corner of your dashboard screen.
- When you cancel a policy, Duuo will automatically issue a refund. However, it can take up to 5-10 business days to show up in your account, depending on your financial institution.
- Ensure you also update your mailing address. Repurchasing does not automatically update the personal information on your account.
What is the difference between Replacement Cost and Actual Cash Value? Which settlement does Duuo offer for my Tenant Insurance?
- Replacement Cost refers to the cost of repairing or replacing your contents. It’s the cost of buying a brand-new version of the damaged or stolen item.
- Actual Cash Value means you would receive what your item is worth today. That likely would not be enough money to buy a new replacement.
That’s why Duuo offers Replacement Cost! Replacement cost, except actual cash value, applies to the following:
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Property is not usable for its original purpose.
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Articles that cannot be replaced with new ones because of their inherent nature (fine art, antiques, paintings, etc.).
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Articles for which their age or history contributes to their value (memorabilia, souvenirs, collectables).
How do I change my tenant policy liability or personal property contents limit?
If you need to change your selected tenant insurance coverage limit(s), not a problem! Simply cancel your current policy and repurchase a new one with your new limit.
Steps to cancel and repurchase:
Log into your Duuo account and select ‘Cancel Coverage’ for the date you want to cancel. Ensure you select the last day you need coverage.
- Next, proceed to purchase a new policy as normal by selecting ‘Add Address’ in the top right-hand corner of your dashboard screen.
- When you cancel a policy, Duuo will automatically issue a refund. However, it can take up to 5-10 business days to show up in your account, depending on your financial institution.
- Ensure you also update your mailing address. Repurchasing does not automatically update the personal information on your account.
Where is Duuo Tenants Monthly insurance available?
Duuo is available in all Canadian provinces except Newfoundland, and the territories.
Why is my friend paying less for tenant insurance?
Several factors go into a quote, such as:
- Credit score
- Postal code
- Losses in the area
- Crime and fire rating
- Claims history
These will be different for every person, so someone living in the same housing situation as you could have a different premium due to a different credit score and/or claims history.
If you have further questions, please refer to our other articles or contact our customer support team.
How do I obtain a Certificate of Insurance/Confirmation of Insurance?
You can access the ‘Confirmation of Insurance’ from your online Duuo account.
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Log into your Duuo Account
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Navigate to the ‘Summary’ section of your policy – Other Insurance – select ‘tenant’
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Click on the red arrow next to your Policy #, as shown below
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Scroll down to the Confirmation of Insurance (PDF) section
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Click ‘Open’ to gain access to your Confirmation of Insurance
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Why does my Duuo Tenant Insurance policy show as expiring at the end of the month?
Our month-to-month policies act like a subscription service, providing flexibility to ensure you have coverage when you need it and how you want it. Duuo does not charge activation, service, or cancellation fees!
On the 1st of each month, you will see a new policy issued unless the policy was cancelled.
Unfortunately, we do not offer annual policies at this time.
Why can the cost of a Duuo monthly tenant insurance premium fluctuate from month-to-month?
The premium can change as a result of multiple rating factors. These can include, but are not limited to:
• Credit score fluctuation
• Postal code
• Losses in the area
• Crime and fire rating
• Claims history
These factors will be different for every person, which means that the rating could decrease as well. In our experience, the premium does not fluctuate drastically, and you will always be notified beforehand of any premium change.
If you have any further questions, please refer to our other articles or reach out to our customer support team.
My landlord requires a yearly tenant policy, does Duuo offer annual policies?
At Duuo, we offer month-to-month tenant insurance policies rather than annual policies. During the online quoting process, you will be able to add your landlord’s email so that your landlord can be notified of a policy purchase and/or cancellation.
If you have already purchased a tenant insurance policy, you can provide us with your landlord’s email address to be notified when the policy is cancelled.
Alternatively, you can download your ‘Confirmation of Insurance’ each month and manually send this to your landlord.
If you have any further questions, please refer to our other articles or contact our customer support team.
How do I cancel my Tenant Insurance?
We’re sorry to see you go!
To cancel your policy:
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Log into your online Duuo account.
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Navigate to the tenant dashboard – select ‘Cancel Coverage.’
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Select the last day you will need a full day of coverage and click ‘Cancel Coverage.’
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Review the details and select ‘Yes’ to cancel your policy!
A pop-up will appear informing you that your coverage cancellation will take effect at 12:01 am the day after your last full coverage day.
If you need to repurchase you can start a new policy by selecting ‘Add Address’ in the top right-hand corner of your dashboard screen.
How do I change the start date of my tenant insurance?
If you need to change the start date of your insurance, you can cancel your current policy and repurchase with the new start date.
Steps to cancel and repurchase:
Log into your Duuo account and select ‘Cancel Coverage’ for the date you want to cancel. Ensure you select the last day you need coverage.
- Next, proceed to purchase a new policy as normal by selecting ‘Add Address’ in the top right-hand corner of your dashboard screen.
- When you cancel a policy, Duuo will automatically issue a refund. However, it can take up to 5-10 business days to show up in your account, depending on your financial institution.
Will my tenant insurance policy cover me if I rent out my space on a platform like Airbnb or VBRO?
No, our tenant insurance policy does not cover home-sharing activities. That means if you have purchased tenant insurance to provide coverage for your rented home, apartment, or condo, your policy will not cover you if an accident occurs as a result of home-sharing activities.
After my policy is purchased, how do I add someone to the certificate, or make another change?
The easiest way to make a change is to cancel the policy and repurchase. This way, you do not have to wait to connect with our customer support team. You can cancel your policy from your online Duuo account and repurchase with the corrected information.
Steps to cancel and repurchase:
Log into your Duuo account and select ‘Cancel Coverage’ for the date you want to cancel. Ensure you select the last day you need coverage.
- Next, proceed to purchase a new policy as normal by selecting ‘Add Address’ in the top right-hand corner of your dashboard screen.
- When you cancel a policy, Duuo will automatically issue a refund. However, it can take up to 5-10 business days to show up in your account, depending on your financial institution.
Does Duuo provide coverage for studio tours?
Unfortunately, Duuo does not provide coverage for homeowners or tenants participating in studio tours, in which event attendees visit homes as part of a studio or travelling tour.
My policy status is “pending”, how do I change that status?
‘Pending’ indicates that you have not yet purchased coverage, or the policy has not yet started.
Can I add my partner to my Duuo tenant insurance policy if we are not married?
Yes, romantic partners can be added to your policy!
If you have been living together for more than 3 years, your partner will already be covered under the definition of ‘spouse,’ and you do not need to specifically list them on the certificate.
If you have not been living together for 3 years or want to see them on the certificate specifically, you can add your partner as an additional insured in the quote process.
Roommates or friends cannot be added and would require a separate policy under their own Duuo account and linked to their own email address.
Why would I want to add my landlords’ email to the policy?
Although the landlord is not listed as an insured on the tenant policy, adding their details will allow Duuo to send the proof of insurance when the policy is purchased. We will also send a notice of cancellation if/when the policy is cancelled for any reason.
Many landlords require proof of tenant insurance, and they like to know they will be notified if coverage is cancelled since it is a monthly policy.
Event Insurance FAQs
What is the liability limit for Duuo Event Insurance?
With Duuo Event Insurance, you’re covered for the following:
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Host liquor liability *Can be added at an additional cost for non-sporting events only. You must also acquire any liquor licenses & permits required by your Province.
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Event liability (Bodily Injury & Property Damage): $5,000,000
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Tenant’s Legal Liability: $1,000,000
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Medical payments: $10,000
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No Deductible
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Limits are standard and can not be changed
For municipality venues only – Tenants’ Legal Liability Limit is extended to $5,000,000, and waiver of subrogation is applicable.
* We define a municipality as a government/public owned vs. privately owned venue.
Are performers covered under my policy?
Duuo Event Insurance does not provide coverage for third-party vendors, band(s), performers, or musicians. Any bodily injuries or property damage caused by the band(s)/performers/musicians would not be covered.
If the performers and vendors are covered by their own insurance, we can provide insurance coverage for the event. If they do not have their own insurance, we cannot provide coverage for the event. You must agree to obtain certificates of insurance from any third-party vendors as per the ‘I Agree’ page through the online quoting process.
After my policy is purchased, how do I add someone to the certificate, or make another change?
The easiest way to make a change is to cancel the policy and repurchase. This way, you do not have to wait to connect with our customer support team. You can cancel your policy from your online Duuo account and repurchase with the corrected information.
You can cancel your policy from your online Duuo account.
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Log into your Duuo Account
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Navigate to the ‘Summary’ section of your policy – Other Insurance – select ‘Event Host’
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Click on the three dots in the policy banner as shown below – select ‘Cancel’
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Select cancel again to complete.
Once the cancellation is complete, the refund will be automatically issued. It can take 3-10 business days to have it show as returned on your card.
How do I cancel my Event Insurance?
You can cancel your policy from your online Duuo account as long as it is before the policy start date.
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Log into your Duuo Account
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Navigate to the ‘Summary’ section of your policy – Other Insurance – select ‘Event Host’
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Click on the three dots in the policy banner as shown below – select ‘Cancel’
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Select cancel again to complete.
** If the event date has passed, please contact us, and we will be happy to assist you.
Click here to watch a demo.
Do we offer alcohol coverage for “bring your own booze” style events, at a private residence?
Yes! As long as you are in compliance with your local obligations to obtain a liquor licence (when required), you can add this coverage to your event policy.
Can I cancel my policy after purchase?
You can cancel your policy from your online Duuo account as long as it is before the policy start date.
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Log into your Duuo Account
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Navigate to the ‘Summary’ section of your policy – Other Insurance – select ‘Event Host’
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Click on the three dots in the policy banner as shown below – select ‘Cancel’
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Select cancel again to complete.
** If the event date has passed, please reach out to us, and we will be happy to assist you.
What do I do if my event isn’t specifically listed?
Email one of our licensed reps at info@duuo.ca or start a live chat with us. We’ll be happy to help you choose!
Do I require host liquor liability if the venue will be responsible for serving alcohol on our behalf?
Using the venue’s liquor license is no issue; however, we still recommend purchasing host liquor liability coverage by selecting “yes” to the statement that alcohol will be served at the event.
If an alcohol-related loss occurred at the event you are hosting, both the venue and the event host can be named in a lawsuit.
Does my event policy cover food poisoning?
Our coverage is designed to respond to food served at an event, it is not designed to cover food you are selling or if a business you own is preparing the food.
If the food is being served by a third-party company at the event, they would likely be responsible for the loss. However, if you were also named in a suit, our policy is designed to offer a defence as the event host.
My venue referred me to Duuo, how do I get the discount?
All you will have to do is select the venue address that has the Duuo Partner label listed!
Once you select this, the discount will automatically be applied! Your venue will also receive your proof of purchase, as this is automatically sent over. This is one of the many perks of hosting your event with a Duuo preferred partner.
Do I still need alcohol coverage if I’m not responsible for serving alcohol?
Yes, if there is alcohol at the event, there is still a risk of an alcohol-related loss. If the venue was serving the alcohol and there was a loss, you as the event host and the venue could both be named in a lawsuit.
Does my event insurance policy cover a commercial kitchen (example, hosting a cooking class)
If the event you are hosting is in a commercial kitchen, our coverage can be offered. Our coverage is not designed to cover renting out a commercial kitchen space to prepare food for a business or event you are hosting. The event must be taking place in the kitchen for our coverage to be the right choice.
Do we offer alcohol liability coverage for all event types?
No, unfortunately we are not able to offer alcohol liability for any sporting events.
If my event goes past midnight, is it still considered a one-day event?
For Duuo Event Insurance, if your event goes past midnight to a reasonable hour, then this is considered a one-day event. So, you would not need to purchase coverage for an additional day.
That said, the day(s) of coverage purchased will be the day(s) that appear on your ‘Confirmation of Insurance’ document.
If you have any further questions, please contact our Customer Support Team.
What if my event runs longer than 7 consecutive days, can I purchase a second policy to cover the extra days?
Unfortunately, our coverage is not designed to cover longer event. We would not be able to offer more than 7 consecutive days of coverage, so purchasing an additional policy would not be an option.
How do I complete my event insurance policy purchase?
Once you have completed the quote online, you will move through to the payment screen.
If you have left the quote in pending status, you will log into your online account to pick up where you left off.
What if I’m hosting several separate events? Example: I’m hosting a basketball game every Thursday.
If you are hosting separate events, you must purchase a policy for each event, even if they are the same event type.
Example: If you are hosting a basketball game every Thursday for two months, you must purchase eight or nine policies, one for each game.
The benefit of purchasing separate policies is that it is easier to cancel or make changes if something does come up. You just need to change/cancel one event, not a series of events.
How do I file a claim and is there a deductible?
If you need to submit a claim, log into your online Duuo account and select the claims tab.
The red + in the top right corner will start the claims process.
** There is no Deductible on your event insurance coverage, as it is a liability policy.
Vendor Insurance FAQs
What is the liability limit for Duuo vendor insurance?
You can choose between a $2,000,000 or $5,000,000 liability limit when purchasing your vendor insurance policy.
Where is Duuo vendor insurance available?
Duuo vendor insurance is available in select Canadian provinces, but it is not yet available in the territories. While not yet available, we expect to launch our vendor insurance product in Quebec soon.
Is there a deductible?
There is no deductible applicable to liability claims, however, if you have purchased our optional Business Property Coverage, there is a $1,000 deductible applicable to those losses.
Can I use Duuo vendor insurance for an event that takes place outside of Canada?
Duuo is exclusively available in Canada, and as a result we can only offer coverage for events that take place in Canada.
Do I need a membership to purchase through one of the farmers market associations?
Yes, you will need to be a member of a farmers market association to purchase multi day flex policies through their preferred partner flow.
We currently work with:
FMO (Farmers Market Ontario)
AFMA (Alberta Farmers Market Association)
BCAFM (British Columbia Association of Farmers Markets)
Please note that it is the policyholder’s responsibility to ensure that all membership fees are paid and that their membership is valid, active, and in good standing. If you need to verify this, please reach out to your market organizer or association contact.
Click here to review the information on our website.
If I have multiple events in the same week, will this policy cover me for each of them?
Our vendor insurance policy is designed to cover one vending event for the selected time frame.
If the event you are attending is the same event, running for several days, that is one policy where multiple days of coverage can be purchased.
If you are attending different events over several days, you will need to purchase a separate policy for each event.
We do have packages available for members of a farmers market association. If you are interested, check out the information on our website.
My market referred me to Duuo, how do I get the discount?
Your market will need to be registered with Duuo for you to receive the discount.
Search for the event and select it from the drop-down menu. Once your market is selected, you can select the package you would like, and the discount will automatically be applied.
This is an example of an event on our list—it will automatically appear in the drop-down menu.
At my booth, I have items on your exclusions list, can I still purchase coverage?
When the items at your booth fall under our policy exclusions, we suggest you find a policy that will offer you full coverage, even if that means we are not the best option for your needs.
If you are vending various items, you can still purchase coverage for the booth area and the items we can offer coverage for.
Please read the exclusions carefully, as coverage will not be extended to any excluded activity or product. Additionally, if you choose to purchase the optional business property coverage, it would not extend to any activity or items on the exclusions list.
Does my vendor policy extend coverage to a commercial kitchen?
Unfortunately, our policy is not designed to extend coverage to a commercial kitchen that is being used to prepare food for the event. You will require business/commercial insurance for the use of the kitchen.
Are candles covered under my vendor insurance?
Unfortunately, our vendors insurance is not able to offer coverage for candles, due to the high risk of reactions to scents.
Can I purchase additional policies if I will be a vendor at one event, for more than 7 consecutive days?
Unfortunately, no. If you are attending an event as a vendor for more than 7 consecutive days, we would not be able to offer coverage unless you have purchased a flex policy. This will provide you with coverage that you can use at any time.
In addition, if you have purchased a flex policy and still need additional days, you can purchase a second flex policy for additional days.
How do I add someone to my coverage?
Any additional insureds required will automatically be listed. If you need to add anyone else to the coverage, you can do this on the last page of the purchase process. You have to proceed past the price details screen and excluded activity agreement to get to this step.
How do I make updates to my certificate of insurance after purchase?
If you need to update your policy after purchase, the fastest way is to cancel and repurchase with the updated information.
If you have additional questions, please contact our customer service team.
** If you have purchased a policy through one of the Farmers Market Associations, you can edit your certificate using the link at the top of your certificate of insurance.
How do I cancel my vendor policy?
You can cancel your policy from your online Duuo account as long as it is before the policy start date.
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Log into your Duuo Account
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Navigate to the ‘Summary’ section of your policy – Other Insurance – select ‘Event Vendor’
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Click on the three dots in the policy banner as shown below – select ‘Cancel’
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Select cancel again to complete.
** If the event date has passed, please contact us and we will be happy to assist you.
