At Verassure, we are committed to resolving customer complaints quickly, efficiently, and fairly.
If you have a complaint about Verassure or any of our member companies (which includes Northbridge General Insurance Corporation, Zenith Insurance Company, Federated Insurance Company of Canada, Verassure Insurance Company, and TruShield Insurance), there are steps you can take to have your concerns addressed.
Verassure has a simple process for resolving complaints. Please have the following information ready!
Most issues can be resolved quickly by dealing with a representative of the department involved.
If you have a complaint or concern about a product or service provided by Verassure, your first step should be to contact your broker or agent. Your broker or agent is a licensed insurance professional who is in the position to provide you with insurance advice and is often able to provide clarification prior to elevating your concerns directly to Verassure.
If you have a complaint or concern regarding Claims service provided by Verassure, your first step should be to ask to speak to the Claims Manager directly at the office where your Claim is being handled. The Claims Manager will be able to provide assistance and clarification to you.
If you have a complaint or concern regarding a billing matter, your first step should be to contact our Customer Billing Department at 1-800-797-4281. A Customer Billing Representative will be able to provide assistance and clarification to you. If your billing is handled by your broker or agent, they may refer you to your broker or agent.
If your complaint is not resolved after speaking with the representative closest to the source of the issue, you may escalate your complaint.
If your complaint is about a product or service provided by Verassure, then you may ask to speak with the Manager at the Verassure office where your service is being handled. The Manager will review your complaint and if needed, will discuss the matter with senior management in an effort to resolve your complaint.
If your complaint is about a claims issue, then you may ask to speak with and escalate your complaint to the Claims Director at the office where your Claim is being handled. The Claims Director will review your complaint and if needed, will discuss the matter with senior management in an effort to resolve your complaint.
If your complaint or concern has not been resolved to your satisfaction after speaking with the Manager or Claims Director, you may contact our Complaints Resolution Office. They will acknowledge receipt of your complaint or concern within two business days, and an investigation into your concerns will begin.
You may reach our Complaints Resolution Office at:
If you are in the province of Quebec, you may reach our Complaints Resolution Office at:
Our Complaints Resolution Office will conduct an investigation and ensure your complaint or concern has been diligently, objectively, and fairly considered.
If you contact our Complaints Resolution Office before you have completed the first two steps above, they will refer your complaint to the representative closest to the source of the issue for review and response.
What to expect from the Complaints Resolution Office’s investigation:
If our Complaints Resolution Office is unable to resolve your complaint or concern to your satisfaction, it will provide you with a final position letter explaining Verassure's position. You will be advised 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:
For Quebec customers. If you are not satisfied with the result of the examination of your complaint or with the examination itself, you may ask our Complaints Resolution Office to transfer your file to the Autorité des marches financiers ("AMF"). You may exercise this right only upon the expiry of the maximum time limit allowed for obtaining a final answer, but without exceeding a period of one year following receipt of this answer. The transferred file shall include all the documents regarding the complaint. The AMF examines all complaints received and may recommend mediation if deemed advisable and the parties agree. Please note that the AMF does not provide monetary compensation with respect to consumer claims (other than cases covered under its specific programs). Compliance with the rules governing the protection of personal information shall remain the responsibility of our Complaints Resolution Office.
If you have a complaint specifically about Verassure Insurance's complaints procedure or about how Verassure handled your concern, you may contact the Financial Consumer Agency of Canada. The Financial Consumer Agency of Canada ("FCAC") 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 your insurance company. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints bodies as described above: The General Insurance OmbudService ("GIO") or the Autorité des marches financiers ("AMF").
If you want to know your rights or need information about Verassure's complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.