Co-operators General Insurance Company

Complaint resolution process

Step 1: Let us know

Talk to your financial advisor or a representative from your advisor’s office. They know you best and can often resolve issues quickly.

Step 2: Escalate your concern

If your concern is not resolved to your satisfaction following a discussion with your advisor’s office, ask to speak with the District Manager. Or, if your concern is specifically related to a claim, ask to speak with the Claims Manager.     

Step 3: Contact the Ombuds Office

If your concern remains unresolved after speaking with a manager, you may contact the Ombuds Office:

 

Mail: Ombuds Office
The Co-operators Group Limited
130 Macdonell Street
Guelph, ON N1H 6P8
E-mail: ombuds@cooperators.ca
Phone: 1-877-720-6733
Fax: 1-519-823-9944

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.

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.

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.