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.

Co-operators General Insurance Company

Complaint resolution process

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
Email:	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 Quebec residents

The Autorité des marchés financiers (AMF) provides a complaint process for Quebec clients. The AMF is a regulatory body established by the provincial government of Quebec. You can also use AMF’s register to determine whether an individual or firm has the right to purse activities related to a financial product.

You will need this information about us if filing a complaint with the AMF:

Name of firm:	Co-operators General Insurance Company
Contact:	1100-360 Saint Jacques St Montreal Quebec H2Y 1P5

Sectors registered with the AMF:

Damages insurance
Claims Adjustment
Insurance of Persons
Group Insurance of Persons
Financial Planning

Our registration number with the AMF is: 514163

For clients in Saskatchewan, you may also contact the Superintendent of Insurance:

Mail:	Financial and Consumer Affairs Authority of Saskatchewan Insurance and Real Estate Division
Attention:	Superintendent of Insurance Suite 601-1919 Saskatchewan Drive Regina, SK S4P 4H2
Email:	fcaa@gov.sk.ca
Phone:	1-306-787-6700
Fax:	1-306-787-9006

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.