How our customer complaint process works

Your primary contact is your independent insurance broker, where you purchased your insurance. Your broker is a licensed insurance professional who can provide you with independent insurance advice. He or she is often able to provide clarification prior to escalating your concerns to a Family Insurance representative

If your broker is unable to resolve your concerns or provide clarification, please contact Family Insurance.

If your concern remains unresolved by Family Insurance, please contact the Customer Dispute Resolution Office directly. Please note, the Customer Dispute Resolution Office doesn’t review complaints that have not gone through steps 1 and 2.

If you wish to pursue your complaint, please contact Definity Insurance’s Customer Dispute Resolution Office. You will need to explain why you remain dissatisfied with this decision and provide any additional documentation that supports your position. The Customer Dispute Resolution Office can be reached by:

Phone: (519) 570-8215 or toll free 1-844-766-6388

Email: cdro@definity.com

Mail to: Definity Insurance Customer Dispute Resolution Office
111 Westmount Road South PO Box 2000
Waterloo ON N2J 4S4

The Customer Dispute Resolution Office can work with complainants on many concerns; however, assistance in the following areas cannot be provided:

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

Once the Customer Dispute Resolution Office has completed a review, you will be given a final position in writing. Most investigations are completed within 30 days, however, if this deadline can’t be met, we’ll let you know why and when you can expect a response.

Unresolved complaints

If you’re not satisfied with the Customer Dispute Resolution Office’s final decision, there are regulatory and industry bodies outside of your insurer that can help you pursue further review of your complaint.

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints. If you have a problem with a financial product or service, you may file a complaint with Family Insurance (“Family Insurance Solutions Inc.”) a managing general agent of Definity Insurance Company. Company .

If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body: The General Insurance OmbudService (GIO) 1-877-225-0446  | https://www.giocanada.org.

The General Insurance OmbudService (GIO) is a national independent dispute resolution service for Canadian consumers of insurance.

If you want to know your rights or need information about Family Insurance’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: 1-866-461-FCAC (3222)

For service in French: 1-866-461-ACFC (2232)

For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address: Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor Ottawa ON K1R 7Y2