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:
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.
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.
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 email@example.com.
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:
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: