If you have a concern

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. Staff at each level has full authority to address your concern.

Step 1

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

If the problem is not resolved to your satisfaction, ask to speak to the AVP Commercial Operations or Claims Manager.

Step 3

If the matter is still unresolved, ask to speak to the VP Finance, Claims and Corporate Affairs, member of the Senior Management Team or Chief Compliance Officer.

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

Other ways to appeal

The General Insurance OmbudService (GIO) is a national organization dedicated solely to the resolution of complaints about insurance. For the insurance industry, it’s the final authority for the resolution of disagreements between clients and their insurance companies.
When disagreements occur, GIO's neutral professional mediators and experienced customer service officers help insurance companies and their clients work toward a solution that’s in the best interest of both parties in a fair, independent and impartial environment.
Please note that you must follow Steps 1 to 3 before General Insurance OmbudService (GIO) will agree to mediate. For more information, visit the GIO web site.

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:


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.


For questions or concerns about your private information, or for more information about Sovereign’s privacy policy:

Other / general inquiries

If none of the options above suit your needs, contact us with a general inquiry.

Industry contacts