Concerns and Complaints

At Wawanesa, it is important for us to know about problems you experience. We are committed to addressing your concerns and complaints in a timely, efficient, and professional manner.

Filing a Complaint

In order for us to resolve your concerns and complaints, we recommend that you follow our escalation process outlined below. For faster service, please have the following information before you start:

  • Your policy number and / or claim number
  • The name(s) of any employees you have spoken to
  • The details of your concern

Contact Your Insurance Broker, Claims Adjuster, or Service Representative

If you have a concern, we recommend that you start at the source. Speaking to your Insurance Broker, Claims Adjuster, or a representative from the department involved is likely the fastest way to resolve any issues.

Step 2

Ask to Speak to a Supervisor

If your concern is not resolved after completing Step 1, you should ask to speak to the appropriate Supervisor. Our Supervisors are committed to responding to you within one business day.

Step 3

Elevate Your Concern to a Manager

If your concern is not resolved after speaking with a Supervisor, ask for your concern to be elevated to the appropriate Manager. Our Managers are committed to responding to you within one business day.

If you are unable to resolve your concerns with a Manager, you will receive a Branch Position Letter outlining the Branch’s final position.

Step 4

Contact the Office of the Ombudsman

If you have completed Steps 1 through 3, you can contact the Office of the Ombudsman for an independent review. The Office of the Ombudsman conducts independent and impartial reviews of your concerns and complaints. Its aim is to examine whether your file was handled fairly and appropriately. Please note that complaints must be in writing and include the following:

  • Summary of your complaint
  • List of all unresolved concerns
  • The reason you feel your concern has not been resolved in Steps 1 through 3
  • Any documentation / information that you would like to have reviewed
  • What your desired outcome would be

You may contact the Office of the Ombudsman by:

Mail:

Office of the Ombudsman
4110 Yonge Street, Suite 100
Toronto, Ontario
M2P 2B7

While the Office of the Ombudsman will make every effort to review each complaint, some matters may fall outside the scope of the Office. These include:

  • Availability of insurance
  • Dispute settlement procedures as required by law or designated regulatory authorities
  • Matters that have been, or are, before the courts

Step 5

External Resources

If you are not satisfied with the decision of the Ombudsman, you may contact:

Mail:

General Insurance OmbudService (GIO)
10 Milner Business Court, Suite 701
Toronto, Ontario
M1B 3C6

If you are dissatisfied with Wawanesa’s Complaints Management Protocol or with the handling of your concern, you may contact:

Mail:

Financial Consumer Agency of Canada (FCAC)
Enterprise Building, 6th Floor
427 Laurier Ave. West
Ottawa, Ontario
K1R 1B9

Note that the FCAC does not provide personal redress (i.e., compensation or monetary award); its focus is to ensure that institutions comply with the law.

This information can also be found in our Customer Care brochure.




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