Complaint resolution process

If you have a concern relating to the processing of your claim, here are the steps to guide you through the complaints resolution process.

Step 1

If you do not agree with the claim decision, you may appeal in writing by providing additional supporting documentation to support your position. Any costs incurred for obtaining supporting documentation are your responsibility. Your request should be directed to the Allianz Global Assistance Claims department below:

Allianz Global Assistance Claims Department

P.O. Box 277

Waterloo, Ontario, Canada N2J 4A4

Phone: 1-800-869-6747 or 416-340-8809

Step 2

Your claim appeal will be presented to the Allianz Global Solutions Appeals Committee with all new and additional supporting documentation received. The Appeal Committee consists of both senior insurance personnel and a medical consultant who will review the file and render a decision.

Step 3

If your concern remains unresolved following the appeal process, you may contact the Office of Fair Client Practices (formerly Ombuds):

Office of Fair Client Practices (formerly Ombuds)

The Co-operators Group Limited

101 Cooper Drive

Guelph, ON, N1C 0A4

Phone: 1-877-720-6733

E-mail: fairpractices@cooperators.ca

Claims Department Hours of Operation

Monday to Friday 9:00am - 8:00pm EST

Collect worldwide: 416-340-8809

Toll free Canada/U.S.A.: 1-800-869-6747