Home and Auto insurance: Complaint resolution process

Whether it’s about your home and auto policy or service, give us the opportunity to try and make things right.

Step 1: Start the complaint process

Talk to a client service representative by calling our Customer Contact Centre at 1-800-810-2847.

Step 2: Escalate your complaint

If you’re not satisfied following a discussion with the Customer Contact Centre, ask to whom you can escalate your concern. Depending on the product or service, you may be referred to a manager or an appeals process.

Step 3: Contact the Office of Fair Client Practices (formerly Ombuds)

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

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

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 clients in Quebec, the Autorité des marchés financiers (AMF) also provides support. The AMF is a regulatory body established by the provincial government of Quebec.

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

Postal address: 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.