If you have a concern
Complaint resolution process
We recognize that there may be times when you feel we haven’t delivered on the experience we promise. If you have a concern, here are the steps to guide you through the process.
Step 1: Let us know
Speak to your broker if you have questions about your policy, rates or insurance coverage. If you have a concern about a claim, discuss it with your claims adjuster.
Step 2: Escalate your concern
If the problem is not resolved to your satisfaction, raise these with your broker, for claims concerns, ask to speak with the Sovereign Claims Manager.
Step 3: Contact the Office of Fair Client Practices (formerly Ombuds)
If the matter is still unresolved, ask to speak to Sovereign Insurance’s Office of Fair Client Practices (formerly Ombuds):
Contact Information
The Sovereign General Insurance Company
1400 - 1 York St.
Toronto, ON M5J 0B6
Toll Free: 1-800-365-4430
Telephone: (416) 365-1818
Email: fair_practices@sovgen.com
Step 4: Independent/External assistance
General insurance OmbudsService
If we are not able to resolve your concerns to your satisfaction and want to pursue the matter further, you may contact the General Insurance OmbudService (GIO). The GIO is a national organization dedicated solely to the resolution of complaints about insurance. Please note that you must follow Steps 1 to 3 before General Insurance OmbudService (GIO) will agree to mediate.
The Autorité des marchés finaciers
For clients in Quebec, the Autorité des marchés financiers (AMF) also provides support. The AMF is a regulatory body established by the provincial government.
Financial and Consumer Affairs Authority of Saskatchewan
For clients in Saskatchewan, the Financial and Consumer Affairs Authority of Saskatchewan also provides support:
By Mail: Financial and Consumer Affairs Authority of Saskatchewan
Insurance and Real Estate Division
Attention: Superintendent of Insurance
Suite 601-1919 Saskatchewan Drive
Regina, SK, S4P 4H2
Email: fcaa@gov.sk.ca
Telephone: 1-306-787-6700
Fax: 1-306-787-9006
The Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (FCAC) is an independent government body that regulates consumer provisions relating to financial services, including insurance. If you have a specific concern regarding our complaint process or a specific consumer provision you may raise these concerns with FCAC. The FCAC can provide tips on how to make a complaint; however, they do not get involved with individual disputes.
General inquiries
We believe your experience matters. So good or bad, we want to hear from you so that we can keep improving on the service we deliver. If you have an inquiry, please get in touch by emailing service@sovgen.com.
Compliments
Positive feedback lets us know that we're doing things right and reinforces our commitment to exemplary service. If you’ve had a positive experience or believe that one of our employees has gone that extra mile for you, please share your comments with us.
Products and Services
If you have questions or need information about our products and services, don’t hesitate to get in touch. We also encourage you to connect with your broker so that we can work together to support you.
Other / general inquiries
If none of the options above suit your needs, contact us with a general inquiry. For more details on your rights and responsibilities as an insured, please review the Insurance Bureau of Canada’s Code of Consumer Rights and Responsibilities available at www.ibc.ca
Privacy
For questions or concerns about our private information handling practices, please review Sovereign’s Privacy Policy or email privacy@cooperators.ca[1].
[1]The Sovereign General Insurance Company is a member of the Co-operators group of companies.