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, ask to speak to the AVP Commercial Operations or Claims Manager.

Step 3: Contact the Ombuds Office

If the matter is still unresolved, ask to speak to the Ombuds Office (for claims matters), or the Chief Compliance Officer (for service matters).

Contact Information

The Sovereign General Insurance Company
140 – 6700 Macleod Trail SE
Calgary, AB T2H 0L3
Toll Free: 1-800-661-1652
Telephone: (403) 298-4200
Fax: 1-866-754-0750
Email: service@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.

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. 

Privacy

For questions or concerns about our private information handling practice, please review Sovereign's Privacy Policy or email privacy@sovgen.com