Complaint-handling process for: Allstate Life Insurance Company of Canada

Claims-Related Issues

Your concern about a recent claim can be addressed by following these steps:

Step 1) Speak with your claims advisor

Your claims advisor will work with you to resolve any issues you have or answer any questions.

Please see below the contact information for our regional claims teams:

Alberta, British Columbia, Manitoba and Saskatchewan: 1-800-661-1577
Ontario: 1-800-387-0462
Quebec: 1-800-463-2813
Nova Scotia, New Brunswick, Prince Edward Island and Newfoundland: 1-800-561-7222
From the USA: 1-800-387-0462

Step 2) Request to speak with a claims manager

If your concern or question remains unresolved after speaking with a claims advisor, you can:

1. Ask the claims advisor to put you in contact with a manager
2. Contact a claims manager when it is convenient for you by (phone/email/mail)

Please see above (in Step 1) the contact information for our regional claims teams.

Step 3) Contact the Office of the Ombudsman

If you have completed Step 1 and Step 2 and your concern is still unresolved, please contact the Office of the Ombudsman.

Online Contact Form: https://www.allstate.ca/webpages/custcare/contactusform-overview.aspx

By Mail:
Office of the Ombudsman   
27 Allstate Parkway Suite 100
Markham, Ontario
L3R 5P8   

Toll-free line:
English : 1-877-7-CONSUMER (1-877-726-6786)
French:  1-866-348-5598 

Non Claims-Related Issues

Step 1: Share your concern with your agency 

We encourage our customers to communicate openly with their agency team, as their trusted advisors. If you have a concern, please bring it to your agent’s attention. 

You can reach out to your local agency by phone, email or in person.

Step 2) Speak with your agency manager

If your concern or question remains unresolved after speaking with an agent you can:

1. Ask the agent to put you in contact with a manager
2. Contact an agency manager when it is convenient for you by (phone/email/mail)
   
   

Step 3) Contact the Ombudsman

Once you have completed Step 1 and Step 2 and if your concern is still unresolved, please contact the Ombudsman.

Online Contact Form: https://www.allstate.ca/webpages/custcare/contactusform-overview.aspx 

By Mail:

Office of the Ombudsman   
27 Allstate Parkway Suite 100
Markham, Ontario
L3R 5P8

Toll-free line:
English : 1-877-7-CONSUMER (1-877-726-6786)
French:  1-866-348-5598 

What you can expect from the Ombudsman process:

The assigned ombudsman will work with you to resolve your concern in a fair and impartial manner.  The ombudsman serves as a liaison between yourself and the area where your concern resides.  

1. A file will be opened upon receipt of your written complaint
2. Your file will be reviewed by all appropriate and related parties
3. A formal response will be issued once the investigation is complete

Third-party complaint-handling process for this institution:

General Insurance OmbudService (GIO)

Head Office
4711 Yonge Street, 10th floor
Toronto, ON M2N 6K8

Website: www.giocanada.org
National Toll-free: 1-877-225-0446 (toll free)
Fax:416-299-4261