Have a Complaint or Concern?

At Ecclesiastical Insurance Office, we take pride in our values of Truth, Trust and Teamwork, and providing the best possible service to our customers and the public. From time to time however, something can go wrong. If you feel there is a misunderstanding or that you’ve not been dealt with fairly, there is an industry-standard process in place to make sure your concern is addressed quickly. It is our goal to conclude your complaint within ten (10) business days. In the event you have a complaint, please follow the 5-step process outlined below:

  • Step 1

    Contact your broker

    Generally, most issues can be resolved promptly with a simple explanation. Contact your independent insurance broker first to discuss your concern. The name and contact information of your broker is on the Declarations of your policy.

  • Step 2

    Contact your Ecclesiastical Insurance Representative

    If you feel your broker has not adequately addressed your concerns, contact your Ecclesiastical Insurance representative by phone, mail, or email. If you are not satisfied with the service, you have received or the handling of your complaint by our staff, you will be referred to the relevant department manager, who will review your complaint.

    Canadian Corporate Head Office
    TD West Tower
    2200-100 Wellington St W
    PO Box 307
    Toronto, ON M5K 1K2
    Tel: (416) 484-4555
    Regional contact numbers: Our Offices

  • Step 3

    Contact the Corporate Complaints Office

    If your complaint cannot be resolved at the operational level, or you are dissatisfied with the outcome of your complaint, you may choose to contact our Corporate Complaints Office. The Corporate Complaints Office will support you while working with the operation to resolve your complaint. You can send an email to Complaints@ecclesiastical.ca including your name, address, phone number, e-mail and policy or claim number or you can send a registered letter to:

    The Corporate Complaints Office
    Ecclesiastical Insurance Office plc
    2200-100 Wellington St W
    PO Box 307
    Toronto, ON M5K 1K2

    In addition, you can select an independent review of your complaint outcome by emailing the Ombudsman Office at ombudsman@ecclesiastical.ca.

  • Step 4

    Contact the General Insurance OmbudService (GIO) and/or the Financial Consumer Agency of Canada

    If you are not satisfied with the way your complaint has been handled or the post-analysis received, you may choose to contact the GIO/Financial Consumer Agency as follows:

    General Insurance OmbudService
    4711 Yonge Street – 10th Floor
    Toronto, ON M2N 6K8
    Tel: 1-877-225-0446
    info@giocanada.org
    www.giocanada.org

    Financial Consumer Agency of Canada
    427 Laurier Ave W, 6th Floor
    Ottawa ON K1R 1B9
    1-866-461-3222
    compliance@fcac.gc.ca
    canada.ca/en/financial-consumer-agency.html

  • Step 5

    Consult your Provincial Superintendent of Insurance or Relevant Provincial Authority

    If you wish to consult your provincial regulatory authority, you may ask that your file be to be transferred to your regulatory authority as follows:

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