CNA Canada’s Customer Complaint Resolution Procedure

Customer Care Dedication

At CNA Canada, we strive to deliver exceptional customer service at all times and as our valued customer, you can expect:

·                   Prompt and efficient service

·                   To be treated with fairness and respect

·                   To work with knowledgeable and courteous professionals

·                   To be fully informed about our process and to receive prompt follow-ups

·                   Timely and satisfactory treatment to any concerns you may have

·                   Privacy and confidentiality

If you have any complaints or concerns about our products, services, or conduct, we would appreciate your communicating this with us. Your issues will be dealt with professionally and promptly.  Your complete satisfaction is our priority.

What Should I do if I Have a Complaint?

It is our responsibility here at CNA Canada to ensure our customers receive prompt and proper responses to their complaints and that they are handled with the utmost care and professionalism.

If you have any concerns, inquiries, or complaints, please speak to your insurance broker or one of our underwriting or marketing representatives. These individuals understand the importance of the issues you face and will work with you in resolving the concerns you are experiencing. 

How do I Contact the CNA Canada Complaints Officer?

If your broker or representative is unable to resolve the situation with you to your satisfaction, you can contact our Complaints Officer. To help us handle your complaint promptly and thoroughly, please provide us with: 

·                   the related policy number or claim number, and

·                   the details of your concern in writing

Should you prefer to contact us other than in writing, please feel free to call us and we will be more than happy to assist you.  For your convenience, you can contact our Complaints Officer:

Lynne Von Wistinghausen 
National Complaints and Compliance Officer 
Telephone: 416-542-7356 
Fax: 416-542-7310

What is CNA Canada’s Follow-up Procedure?

It is our priority to provide you with the best possible service when it comes to handling your complaint.

We will respond to your phone call or email within 24 hours.

To ensure you receive personalized service, we will provide you with the name of our representative that will be handling your enquiry and the date we expect to answer all of your concerns.

For more complex matters, additional time may be required to resolve and respond to your concerns. If there are unexpected delays, we will immediately contact you and advise you of the situation, as well as provide you with the date we expect to resolve your concern(s).

What if I Want to Seek Assistance from an Independent Source?

If we are unable to reach a satisfactory resolution to your concerns after they have gone through our internal complaint handling process, we will send you a “final position letter” within 30 (thirty) business days.  This letter will inform you of our decision on the issue based on our having thoroughly reviewed your concerns. 

In the “final position letter” issued by CNA Canada’s Complaints Officer, we advise our customers who are not satisfied with the Company’s final position to contact the GIO: 

General Insurance OmbudService (GIO), Manager of Complaints
10 Milner Business Court, Suite 701
Toronto, ON  M1B 3C6
Telephone: 416-299-6931 or Toll Free at 877-225-0446

If you wish to pursue the matter further, you have the option of approaching the General Insurance Ombudservice (GIO), Manager of Complaints. GIO works with insurance companies, which offer Personal and Commercial Insurance, and assists with conflict resolution.

GIO offers a neutral and professional approach, helping insurance companies and customers work toward a solution that is in the best interest of both parties in a fair, independent and impartial environment.

For additional information, GIO’s web site is at http://www.giocanada.org. Upon requesting a “final position letter” from us, we will include information on how to bring your concerns to the GIO. 

You can also contact the Financial Consumer Agency of Canada (FCAC) at:

427 Laurier Avenue West
6th Floor
Ottawa, ON  K1R 1B9
Toll Free: 866-461-3222
Website:  www.fcac-acfc.gc.ca.