Co-operators General Insurance Company
Complaint resolution process
Step 1: Start at the source
Contact your Financial Advisor, Claims Adjuster, or Co-operators Representative and advise them of your concerns. Most issues can be resolved quickly by dealing with the individuals closest to the source.
Step 2: Escalate your concern
If your concern is not resolved to your satisfaction, you may reach out to one of our Client Relations Teams.
If your concern is about a claim, and you qualify, you may be referred to 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 Co-operators.
Step 3: Contact the Office of Fair Client Practices
If your concern remains unresolved after speaking with one of our Client Relations Teams, you may contact the Office of Fair Client Practices for further assistance.
| Mail: | Office of Fair Client Practices The Co-operators Group Limited 101 Cooper Drive, Guelph, ON, N1C 0A4 |
|---|---|
| E-mail: | fairpractices@cooperators.ca |
| Phone: | 1-877-720-6733 |
After the Office of Fair Client Practices 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 30-60 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 Office of Fair Client Practices is considered the company’s final position.
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
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 |
|---|---|
| E-mail: | fcaa@gov.sk.ca |
| Phone: | 1-306-787-6700 |
| Fax: | 1-306-787-9006 |
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.
If you have a problem with a financial product or service, you may file a complaint with Co-operators General Insurance Company. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body: General Insurance OmbudService.
If you want to know your rights or need information about Co-operators General Insurance Company’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Web site: www.canada.ca/fcac
Online form: Contact Financial Consumer Agency of Canada
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.
Visit Home - SRV Canada VRS to learn more.
Mailing address: Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor Ottawa ON K1R 7Y2