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
250 Yonge Street, Suite 2100
Toronto, Ontario, Canada M5B 2L7
Phone: 1-800-869-6747 or (416)340-8809

Step 2

Your claim appeal will be presented to the 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 Ombudsman Liaison Officer:

Ombuds Office
The Co-operators Group Limited
130 Macdonell Street, Box 3608
Guelph, ON N1H 6P8
Phone: 1-877-720-6733
Fax: 1-519-823-9944
E-mail: Ombuds@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