Compliments and concerns

At The Co-operators, we aim to provide the best client experience. Your honest feedback will help us continue to provide you with quality services and products. Whether you want to share a success story or let us know about an experience that didn’t meet your expectations, we want to hear from you.

Have a compliment?

To pass along a compliment or share a positive experience, e-mail service@cooperators.ca.

Have a concern?

There may be times when you feel we haven’t met your expectations, and we welcome the opportunity to try to make things right. If you have a concern about your claim, policy or the service you’ve received, please follow these simple steps to have your voice heard.

Step 1: Let us know

Talk to your Licensed Insurance Representative or Claims Service Advisor by calling 1-800-387-1963.

Step 2: Escalate your concern

If your concern is not resolved to your satisfaction following a discussion with your representative, ask to speak with the Operations Manager. Or, if your concern is specifically related to a claim, ask to speak with the Claims Manager.      

Step 3: Contact the Ombuds Office

If your concern remains unresolved after speaking with a manager, you may contact the Ombuds Office:

 

Mail: Ombuds Office
The Co-operators Group Limited
130 Macdonell Street
Guelph, ON N1H 6P8
E-mail: ombuds@cooperators.ca
Phone: 1-877-720-6733
Fax: 1-519-823-9944

After the Ombuds Office review, you’ll receive a written response, except in the case where a simple complaint or concern can be cleared up over the phone. We complete most investigations within 30 business days of receiving your complaint and all supporting documentation. If we can’t meet this deadline, we will contact you and let you know why we need extra time and when you can expect a response.

The written response from the Ombuds Office is considered the company’s final position.

Depending on your situation, you may be referred to The Co-operators Service Review Panel, a unique service that provides a forum for the resolution of client concerns. The Service Review Panel is made up of volunteer clients who look at complaints to work towards a solution that’s fair to both you and The Co-operators.

Independent assistance

If we are not able to resolve your concerns to your satisfaction and you want to pursue the matter further, you may contact the General Insurance OmbudService (GIO). The GIO is an independent service that offers recourse to consumers who have not been able to resolve their complaint by dealing with their insurance company.

For clients in Quebec, the Autorité des marchés financiers (AMF) also provides support. The AMF is a regulatory body established by the provincial government of Quebec.

Regulation of complaint handling procedures

We have filed our complaint handling procedures with the Financial Consumer Agency of Canada (FCAC), an independent government body that regulates consumer provisions relating to financial services, including insurance. If you have a specific concern regarding our complaint process or a specific consumer provision, you may raise these concerns with the FCAC. The FCAC can provide tips on how to make a complaint; however, they do not get involved in individual disputes.

Service Review Panel

A panel of client volunteers

As a co-operative, we’re closely connected to our clients and focused on serving you better. In 1990, we launched the Service Review Panel to help resolve client concerns. The panel is made up of volunteer clients, people just like you. They aren’t insurance experts and they don’t work in the industry, so they bring fresh eyes and open minds to find fair solutions.

Because it’s rare for client complaints to escalate to this stage, the panel only meets every two or three months in three regions across the country. They talk about client issues, offer insights and advice about client concerns, and suggest changes to how we deal with similar cases in the future. The panel handles settlements of up to $30,000.

We’re bound by the panel’s decision

If the panel decides that the outcome needs to change, we follow their recommendation. For you, the outcome will either stay the same or change for the better. You don’t give up any rights when you submit an appeal to the panel, and you can still access other ways to appeal.

Beyond the panel’s scopee

The panel does not have the authority to deal with:

  • personal injury
  • the issuance, non-renewal or cancellation of an insurance policy
  • coverage claims prescribed by law
  • insurance premium amounts
  • rating policies
  • matters relating to Facility Association or Echelon insurance policies
  • issues that are before the courts

Panel submission process

All panel submissions are in writing. After completing the application, simply return it to the address shown on the form along with any documentation supporting your appeal. The panel chairperson will advise you of the panel’s decision within two to three weeks following the meeting.

For more information, e-mail servicereviewpanel@cooperators.ca.

Read the Service Review Panel Brochure

Complete the Service Review Panel Application (fillable form)

Download the Service Review Panel Application (printable PDF form)