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CANADA Disclaimer  



Complaint Resolution Procedure

 

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:

Complaints and Compliance Officer
CNA Canada
66 Wellington Street West, Suite 3700
Toronto, Ontario M5K 1J5
Phone: 1-416-542-7300 or 1-800-268-9399
Fax: 1-416-542-7310
Email: canadacompliance@cna.com

 

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

 

4711 Yonge Street

10th Floor

Toronto, ON M2N 6K8

 

If you wish to pursue the matter further, you may contact the General lnsurance OmbudService (GIO), which helps resolve disputes between insurance companies and their customers, for home, automobile and business insurance issues in Canada (including customers in Quebec). GIO is an independent dispute resolution service and there is no charge for their services. The GIO will determine if your issue falls within their mandate. You can access GIO by phone, mail, e-mail, fax or through their website.

 

Our Ombudsman's Office will work with the GIO and all applicable provincial and federal regulators in order to resolve the issue as effectively as possible. The GIO may make non-binding recommendations to resolve your dispute.

 

You may reach the General Insurance OmbudService at:

 

Phone: 1-877-225-0446

Email: info@giocanada.org

Fax: 1-416-299-4261

Website: www.giocanada.org

 

Mail and Courier:

4711 Yonge Street

10th Floor

Toronto, ON M2N 6KB

*This is a mailing address on/y (no appointments or visits accepted)


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

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