This procedure applies to Verassure Insurance Company.
At Verassure, we are committed to resolving customer complaints quickly, efficiently and fairly.
If you have a complaint about Verassure, there are steps you can take to have your concerns addressed.
If you know the name of a Verassure representative, contact that person directly. If you are uncertain who to contact, then you may find general contact information for Verassure on this website under "Contact". Please have your policy or claim number available and be prepared to provide details of your complaint or concern. The Verassure representative will try to resolve the matter with you.
If the Verassure representative is unable to resolve your complaint or concern to your satisfaction, you may contact Verassure’s Office of the Ombudsman, which will review your complaint or concern to ensure it has been properly and fairly considered.
You may reach the Office of the Ombudsman at:
If you are in the province of Quebec, you may reach the Office of the Ombudsman at:
The Ombudsman's Office will acknowledge receipt of your complaint or concern within two business days, and provide you with a response immediately following the completion of its investigation.
If Verassure’s Office of the Ombudsman is unable to resolve your complaint or concern to your satisfaction, it will provide you with a final position letter explaining Verassure’s position and advising you that you may escalate your complaint outside of Verassure to the General Insurance OmbudService (“GIO”) for dispute resolution. The GIO is an independent organization that assists Canadian consumers with most disputes concerning their home, auto, or business insurance that they have been unable to resolve with their insurer. For more information about the GIO, visit their website at http://www.giocanada.org/ or call toll free at the following numbers:
The Financial Consumer Agency of Canada (“FCAC”) is an independent government body responsible for supervising financial institutions to ensure they comply with federal consumer-oriented laws and regulations (called “consumer provisions”). If you have a complaint about an obligation of Northbridge Insurance under a consumer provision, you may contact the FCAC in writing at Financial Consumer Agency of Canada, 6th Floor Enterprise Building, 427 Laurier Ave. West, Ottawa, Ontario, K1R 1B9. For more information about the FCAC and consumer provisions, visit the FCAC's website at http://www.fcac-acfc.gc.ca/, or contact the FCAC at the following numbers: