Step 1) Contact your Broker, Agent, or Claims Adjuster / Claims Representative
You are encouraged to try to resolve any concerns or complaint through your broker, agent or the claim adjuster / claim representative. Should you wish to escalate the matter further, please ask to speak with a manager.
If your concern or complaint is unresolved at Step 1, proceed to Step 2.
Step 2) Contact the AICC Complaint Liaison Office
Mail or courier:
34 King Street East, Suite 1200
Toronto, Ontario M5C 2X8
Tel: 1(866)-479-2813
Email: ca.contact@accelins.com
To review and assess a concern or complaint as efficiently as possible, you should provide the following information:
▪ Policy number, claim number (if applicable), full contact details (including name, address, and telephone number); and description of your concern or complaint, including the results of the attempt to resolve the matter in accordance with the process outlined at Step 1.
If, after AICC’s Complaint Liaison Office has issued its final position letter, you remain dissatisfied with the decision, you may choose to escalate your complaint or concern by obtaining external/independent assistance from one or more of the organizations outlined in Step 3.
Step 3: External / Independent Assistance
General Insurance OmbudService
The GIO can be contacted by:
Mail or courier: 4711 Yonge Street, 10th Floor.
Toronto, Ontario M2N 6K8
Email info@giocanada.org
Toll free phone: 1-877-225-0446
Fax: 416-299-4261
Via their website at: www.giocanada.org
Financial Consumer Agency of Canada
If a consumer’s compliant relates to one or more of the Consumer Provisions under the Insurance Companies Act, they can contact the Financial Consumer Agency of Canada (FCAC).
The FCAC can be contacted by:
Mail or courier: 427 Laurier Avenue West, 5th Floor.
Ottawa, Ontario K1R 1B9
Toll free telephone (for service in English): 1-866-461-FCAC (3222)
Toll free telephone (for service in French): 1-866-461-ACFC (2232)
Telephone (for service outside Canada): 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Via their website www.canada.ca/en/financial-consumer-agency
And via Video Relay Service: FCAC welcomes Video Relay Service Calls (VRS)
l’Autorité des marches financiers
Consumers in Quebec may request their complaint to be transferred to the Autorité des marchés financiers (AMF)
The AMF can be contacted by:
Toll free telephone: 1-877-525-0337
Montreal
Mail or courier: 800, rue du Square-Victoria, bureau 2200
Montréal, Québec, H3C 0B4
Telephone : 514-395-0337
Fax : 514-873-3090
Québec City
Mail or courier : Place de la Cite, tour Cominar
2640, boulevard Laurier, bureau 400
Telephone: Quebec (Quebec) G1V 5C1
Telephone 418-525-0337
Fax: 418-525-9512
Email: information@lautorite.qc.ca
And via their website at: www.lautorite.qc.ca
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
