Excellence in quality client service is one of our key strategic focuses. We value our relationship with you and work hard to ensure you experience quality client service. We recognize there may be times when we do not deliver our services as planned and have created a process to guide you through the stages of having your concern heard and resolved.

Step One:

For prompt and effective resolution of your concern, please contact your Licensed Insurance Representative or Claims Service Advisor at 1-800-387-1963.

Step Two:

If your concern has not been resolved to your satisfaction, a Coach or Customer Advocate will ensure that your concern is heard and promptly handled.

Step Three:

If your concern is still not addressed to your satisfaction, you may contact our Regional Claims/Operations Manager or our Ombudsman Liaison Officer.

Step Four:

If you are not satisfied with our final position you have the option to submit your concern to our Service Review Panel for their review and final decision.

Other avenues of appeal

General Insurance Ombudservice (GIO)

The General Insurance Ombudservice (GIO), national insurance complaint resolution organization, assists the resolution of conflicts between clients and their insurance companies as a last resort. When disputes arise, GIO's neutral professional mediators and experienced customer service officers help insurance companies and their clients work toward a solution that is in the best interest of both parties. This is done in a fair, independent and impartial environment.

You may visit their website at www.gio-scad.org.

NOTE: Client issues must go through the complaint handling process including the Service Review Panel, if applicable, before GIO will mediate a client concern.

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada (FCAC) provides consumers with accurate and objective information about financial products and services, and informs Canadians of their rights and responsibilities when dealing with financial institutions. FCAC also ensures compliance with the federal consumer protection laws that apply to banks and federally incorporated trust, loan and insurance companies. For more information, visit the FCAC website at http://www.fcac-acfc.gc.ca.