Co-operators General Insurance Company
Complaint resolution process – Atlantic and Alberta
Step 1: Let us know
Talk to your Financial Advisor or a representative from your Financial Advisor’s office. They know you best and can often resolve issues quickly. You may also reach out to our Client Care Team for further assistance.
Step 2: Escalate your concern
If your concern is not resolved to your satisfaction following a discussion with your advisor’s office or a representative from our Client Care Team, please ask to have your concerns referred to our Client Advocate team.
Step 3: Contact the Ombuds Office
If your concern remains unresolved after speaking with our Client Advocate team, you may contact the Ombuds Office for further assistance.
The Co-operators Group Limited
130 Macdonell Street
Guelph, ON N1H 6P8
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.
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.
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.