Consumer Complaints

The Dominion of Canada General Insurance Company, St. Paul Fire and Marine Insurance Company and Travelers Insurance Company of Canada (collectively, “Travelers Canada”) are committed to treating all of our customers with the greatest respect and consideration. Notwithstanding our commitment to excellent customer service, on occasion, a consumer may feel he/she has not been treated fairly or there may be a misunderstanding that needs to be resolved. Travelers Canada has implemented the Complaints Handling Protocol to ensure that complaints are addressed in a fair and timely manner. The Complaints Handling Protocol provides information on how to file a complaint with Travelers Canada, the process Travelers Canada will follow upon receipt of a complaint and the next steps for a complaint that remains unresolved.

If you have any questions or concerns regarding our Complaints Handling Protocol or if you require any further information on how to make a complaint, please feel free to contact our Complaints Liaison Officer / Ombudsman (“CLO”).  

Complaints Handling Protocol

For all matters other than matters relating to accessibility for persons with disabilities:

Your first step should be to contact your broker, as your broker may be able to resolve the matter with you. Your broker can also provide contact information for Travelers Canada, if required. If the matter remains unresolved after having discussed it with your broker, then we encourage you to contact Travelers Canada directly.

If you know the name of the Travelers Canada representative who is responsible for your policy or claim, please contact that person directly. If you are unsure of who to contact, ask your broker to provide you with general contact information for Travelers Canada, or to refer you to the Underwriter or Claims Service Representative assigned to your file.

Before calling, please have your details and documents, including your policy number, accessible by you. In speaking with the Travelers Canada representative, explain your concerns and ask questions. Explain your circumstances and the outcome you are seeking. Travelers Canada employees are knowledgeable and experienced, and in most cases will be able to answer your questions, explain our decisions and work with you to achieve an outcome.

Should your complaint remain unresolved after speaking with the Travelers Canada representative, you may request that the complaint be escalated to management. A manager or another senior person directed by management will review your complaint and discuss it with you further.

Should your complaint still remain unresolved after having gone through the above process, you may contact the CLO set forth below.

For all matters relating to accessibility for persons with disabilities and for all other matters which remain unresolved after having gone through the above process:

Please submit your complaint to the CLO, who may be contacted by one of the following methods:

Telephone: 1.800.268.8447 ext 72510 or 416.947.2510
Fax: 416.366.6229
Mail: Complaints Liaison Officer/Ombudsman
Travelers Canada
165 University Avenue
Toronto, Ontario M5H 3B9

Email:** ombudsman@travelers.com

**Please note that email is not considered a secure method of communication. Therefore, please consider the security, confidentiality and sensitivity of your information when determining the appropriate method of communication.

The CLO will investigate your complaint by having a manager or other senior person review your complaint and communicate with you further. Further information / documentation may be requested of you, if necessary.

If, after going through the above process, your complaint still remains unresolved, the CLO will arrange to have a final position letter sent to you. This final position letter will explain Travelers Canada's position, confirm that your complaint has gone through our complaint handling process and advise you of your available options.

If you are not satisfied with Travelers Canada’s position as stated in the final position letter, you may contact the General Insurance Ombudservice (“GIO”). The GIO is a Canada-wide external independent body that can assist consumers with most complaints that consumers have been unable to resolve with their insurer. Travelers Canada has selected the GIO to handle complaints that are not resolved pursuant to this Complaints Handling Protocol. The GIO may be contacted by one of the following methods:

Telephone: 416.299.6931 or 1.877.225.0446 (National Toll Free)
Mail: General Insurance OmbudService (GIO)
10 Milner Business Court, Suite 701
Toronto, Ontario  M1B 3C6
Website: www.giocanada.org

For complaints involving a consumer provision of the BC Homeowner Protection Act :

If a complaint involves a consumer provision of the BC Homeowner Protection Act and/or a New Home Warranty, the consumer is free to contact The Homeowner Protection Office, which may be contacted by one of the following methods:

Telephone: 604.646.7050 or 1.800.407.7757 (National Toll Free)
Mail: Homeowner Protection Office
Branch of BC Housing
Suite 650 – 4789 Kingsway
Burnaby, BC V5H 0A3
Website: www.hpo.bc.ca

For complaints involving a consumer provision of the Alberta New Home Buyer Protection Act :

If a complaint involves a consumer provision of the Alberta New Home Buyer Protection Act and/or a New Home Warranty, the consumer is free to contact The Government of Alberta Treasury Board and Finance, which may be contacted by one of the following methods:

Telephone: 780.427.3035 or Toll free within Alberta:  dial 310.0000, then 780.427.3035.
Or contact the Alberta Call Centre at 310.0000.
Mail: Alberta Treasury Board and Finance
Ninth Floor, 9820 - 107 Street
Edmonton, Alberta, T5K 1E7
Website: www.finance.alberta.ca

For complaints involving a consumer provision of the Insurance Companies Act:

If a complaint involves a consumer provision of the Insurance Companies Act, the consumer is free to contact the Financial Consumer Agency of Canada, which may be contacted by one of the following methods:

Telephone: 1.866.461.3222 (Toll Free)
Fax: 866.814.2224
Mail: 427 Laurier Avenue West, 6th Floor
Ottawa, Ontario  K1R 1B9
Website: www.fcac-acfc.gc.ca

Residents of Quebec:

If you are domiciled in Quebec and you are not satisfied with the outcome or with the examination of your complaint, you may request, at any time, for your file to be transferred to the Autorité des Marchés Financiers (“AMF”). Please note that the AMF may offer dispute resolution services, if deemed appropriate, and that filing a complaint with the AMF does not interrupt any prescriptive period for civil remedies that may be available to you. The AMF may be contacted by one of the following methods:

Autorité des Marchés Financiers
Place de la Cité, tour Cominar
2640, boulevard Laurier, bureau 400
Québec, Québec  G1V 5C1
Telephone: 418.525.0337