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 Ombuds Office

If the matter is still unresolved, ask to speak to Sovereign Insurance’s Ombuds Office:  

Contact Information

The Sovereign General Insurance Company
One York Street, Suite 1400
Toronto, ON  M5J 0B6
Toll Free: 1-800-365-4430
Telephone: (416) 365-1818
Fax: (416) 365-1817
Email: ombuds@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. 

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.

 

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