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 concerns are addressed. 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 concerns.
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 services you have received or the handling of your complaint by the frontline staff, you will be referred to the relevant department manager, who will review your complaint.
Step 3
Contact our Ombudsman / Corporate Complaints Officer
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 Ombudsman / Corporate Complaints Officer at:
Alternatively you can send your complaint by registered mail to:
Ecclesiastical Insurance Office plc
2200-100 Wellington St W
PO Box 307
Toronto ON M5K 1K2
Please include your name, address, phone number, e-mail and policy or claim number.
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
TF: 1-877-225-0446
www.giocanada.org
or
Financial Consumer Agency of Canada
6th Floor
427 Laurier Ave W
Ottawa ON K1R 1B9
TF: 1-866-461-3222
compliance@fcac.gc.ca
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:
British Columbia
Insurance Council of BC
PO Box 7
300-104 W Georgia St
Vancouver, BC V6E 4H1
T: 1-604-688-0321
insurancecouncilofbc.com
Alberta
Alberta Finance and Enterprise
Superintendent of Insurance
Financial Sector Regulation and Policy (FSRP)
Room 402, Terrace Building
9515 107 St
Edmonton, AB T5K 2C3
T: 1-780-422-1592
F: 1-780-420-0752
Saskatchewan
Saskatchewan Financial Services Commission
Financial Institutions Division
601-1919 Saskatchewan Dr
Regina SK S4P 4H2
T: 1-306-787-6700
F: 1-306-787-9006
fid@sfsc.gov.sk.ca
https://www.fcaa.gov.sk.ca/
Manitoba
Insurance Council of Manitoba
466-167 Lombard Ave
Winnipeg MB R3B 0T6
T: 1-204-988-6800
F: 1-204-988-6801
Ontario
Financial Services Commission of Ontario
Box 85
5160 Yonge St
Toronto, ON M2N 6L9
T: 1-416-250-7250
F: 1-416-590-8480
Québec
Autorité des marchés financiers
Place de la Cité, tour Cominar
400-2640, boul Laurier
Sainte-Foy, QC G1V 5C1
T: 1-866-526-0311
F: 1-418-647-0376
renseignements-consommateur@lautorite.gc.ca
https://lautorite.qc.ca/grand-public/
New Brunswick
Office of the Consumer Advocate for Insurance
Keystone Pl
406-270 Douglas Ave
Bathurst, NB E2A 1M9
T: 1-888-283-5111
F: 1-506-549-5559
nb@cai-dma.ca
https://www2.gnb.ca/content/gnb/en/contacts/dept_renderer.13863.html
Nova Scotia
Nova Scotia Department of Finance
Financial Institutions Division
Office of the Superintendent of Insurance
PO Box 2271
Halifax, NS B3J 3C8
T: 1-902-424-6331
F: 1-902-424-1298
Prince Edward Island
Office of the Attorney General
Superintendent of Insurance
Fourth Floor, Shaw Building
PO Box 2000
95 Rochford St
Charlottetown, PE C1A 7N8
T: 1-902-368-6478
F: 1-902-368-5283
Newfoundland & Labrador
Financial Services Regulation Division
Department of Government Services
Superintendent of Insurance
PO Box 8700
St John’s, NL A1B 4J6
T: 1-709-729-2594
F: 1-709-729-3205
Yukon Territory
Office of the Superintendent
Department of Community Services
Consumer Services
PO Box 2703
Whitehorse, YK Y1A 2C6
T: 1-867-667-5111
TF: 1-800-661-0408
F: 1-867-667-3609
Northwest Territories & Nunavut
Department of Finance
Government of the Northwest Territories
Director (Treasury) and Superintendent of Insurance
PO Box 1320
Yellowknife, NT X1A 2L9
T: 1-867-920-3423
F: 1-867-873-0325
