Co-operators General Insurance Company

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, you may reach out to our Client Relations Advisor team.

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

If your concern remains unresolved after speaking with our Client Relations Advisor team, you may contact the Office of Fair Client Practices (formerly Ombuds) for further assistance.

After the Office of Fair Client Practices (formerly Ombuds) 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 30-60 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 Office of Fair Client Practices (formerly Ombuds) is considered the company’s final position.

Depending on your situation, you may be referred to 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 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 Quebec residents

The Autorité des marchés financiers (AMF) provides a complaint process for Quebec clients. The AMF is a regulatory body established by the provincial government of Quebec. You can also use AMF’s register to determine whether an individual or firm has the right to purse activities related to a financial product.

You will need this information about us if filing a complaint with the AMF:

Name of firm:

Co-operators General Insurance Company

Contact:

1100-360 Saint Jacques St
Montreal Quebec H2Y 1P5

Sectors registered with the AMF:

• Damages insurance
• Claims Adjustment
• Insurance of Persons
• Group Insurance of Persons
• Financial Planning

Our registration number with the AMF is: 514163

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

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.