Complaints Resolution

We understand that Possible Disagreements or Dissatisfaction can Arise, and We Ensure to Assist You in Sorting and Resolving Your Concerns, Claims, or Service Issues.

Here’s how you can get your complaints heard and resolved faster with our formal complaints resolution protocol:

Step 1 - Contact the Broker or Claims Supervisor

Communicate your concerns to your broker about the pricing, policy, or insurance coverage. Meanwhile, if you have concerns about your claim or need help to resolve them with your broker, you should contact your claims advisor or supervisor.

Step 2 - Contact the Regional Manager

If you are dissatisfied with your broker’s service or your concern still needs to be solved, we recommend contacting the Regional Claims Manager.

Step 3 - Contact the Complaint Liaison Officer

If your matter remains unresolved or you are dissatisfied with the decision, contact the Complaint Liaison Officer. The Complaint Liaison Officer designate to perform a fair, impartial, and equitable review of your complaint. Hence, he will offer a prompt and unbiased review of your concerns.

What Happens When You Submit a Complaint to the Liaison Officer?

When you submit a complaint, the Complaint Liaison Officer opens a file to review the insurance policy and liaisons between you and the other conflicting parties. Once the inspection is complete, we will send you a legal or formal response. If you remain dissatisfied with the decision, we will issue a final letter explaining its reason.

Step 4 - Contact the GIO

If you are unsatisfied with the company’s decision, contact the General Insurance OmbudService (GIO) to pursue the matter. Hence, the GIO resolves disputes between insurance companies and their customers for automobile, home, and business insurance concerns across Canada (including Quebec).

What Happens When You Submit Your Dispute to GIO?

GIO works independently from the insurance industry. Firstly, it will determine if your concern falls under the mandate. Our ombudsman will work closely with GIO and other government regulators to resolve the matter efficiently. You can contact the GIO via phone, email, mail, fax, or the website. They register complaints free of cost.

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