Complaint resolution process

Step 1: Let us know

Contact our Licensed Insurance Representatives to share your concerns. They can be reached by phone or email and can often resolve issues you may be experiencing quickly.

Step 2: Escalate your concern

If your issue is not resolved to your satisfaction after speaking with us, you can request your complaint be escalated. Your complaint will enter our internal escalation process for further review and investigation.

Step 3: Contact the Office of Fair Client Practices

If you’ve taken the steps above and your concern remains unresolved, you may contact the Office of Fair Client Practices for further assistance.

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.

Depending on your situation, 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.

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.

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