Step 1 – Resolve the Problem at the Source
Speak with a service representative
When you have a concern, we recommend that you start at the source. Speak to the representative of the department involved, for example a certified agent, claim adjuster, a manager or a supervisor. It is usually quicker and easier to check the facts and find a solution at the point where the problem occurred.
Gather the facts
To speed up the process, we recommend that you have all relevant information handy prior to contacting Intact.
Please have all relevant information ready, including:
details of your complaint,
your policy and/or claim numbers,
supporting documents,
important dates, and
the names of any employees with whom you have interacted.
In most cases, your request will be resolved quickly and worry-free.
If you remain dissatisfied or your concern is not resolved after completing Step 1, you can escalate the matter to our Customer Experience Team.
STEP 2 – Contact the Customer Experience Team
What you can expect
A Customer Experience Agent will speak with you to obtain relevant information and assign your file to a Customer Relations
Representative for review.
A Customer Relations Representative will contact you about your concerns.
The Customer Relations Representative can give you an estimated time frame required to review your file.
The Customer Relations Representative will conduct a thorough review of your file and the concerns you have raised and then
provide you with a clear response explaining Intact’s position on the matter. Any further action that can be taken with respect to your
concern will be discussed with you and/or forwarded to you in writing.
You may reach the Customer Experience team in the following ways:
By mail:
Intact Insurance Company
Customer Experience Team
2255 Sheppard Ave East, Suite 400
Toronto, ON M2J 4Y1
By email: customer.experience@intact.net
By telephone: 1 866 405.6763
Or through our online complaint form
If you remain dissatisfied or your complaint is not resolved after completing Step 2 you can escalate the matter to our Customer
Complaints Resolution Office.
Step 3 - Contact the Customer Complaints Resolution Office (Formerly Ombudsman’s
Office)
If you remain dissatisfied or your complaint is not resolved after completing Step 2, you may escalate your concerns to the
Customer Complaints Resolution Office in writing.
Please include the following information:
summary of your complaint,
list of all unresolved concerns,
the reason your concerns have not been resolved during Steps 1 and 2 of the complaint handling protocol,
any documentation and information that you would like to have reviewed, and
your desired outcome.
The role of the Customer Complaints Resolution Office is to conduct an independent and impartial investigation of your complaint. The objective of this investigation is to help find a resolution of disputes between Intact and their clients.
What you can expect
The Customer Complaints Resolution Office will work with you and Intact to resolve your complaint in a fair and impartial manner.
For complaints that are not easily resolved or require a full investigation, the Customer Complaints Resolution Office will provide you
with a formal written response. A written response is usually completed within 30 business days; however, depending on the
complexity of the issues and the case load, more time may be necessary to complete a thorough review of your file. You will be
updated on the progress of your complaint if more time is required.
When the Customer Complaints Resolution Office has reviewed your complaint and provided you with a response, your file will be
considered closed. Your file will not be reopened unless you can present new and relevant documentation or facts for further
consideration.
You may reach the Customer Complaints Resolution Office at:
Intact Insurance Company
Customer Complaints Resolution Office (Formerly Ombudsman’s Office)
700 University Avenue, Suite 1500A
Toronto, Ontario M5G 0A1
customercomplaintsresolution@intact.net
1.866.302.5094
Step 4 – Contact an external agency
If you remain dissatisfied following the Customer Complaints Resolution Office’s investigation, you can contact the General Insurance
OmbudService. The General Insurance OmbudService is an independent dispute resolution service available to any home, auto or
business insurance policyholder in Canada.
You can access their services by phone, mail, e-mail, fax or through their website. There is no charge for their service. The Customer Complaints Resolution Office will liaise with the General Insurance OmbudService and all applicable provincial and federal regulators in order to resolve the complaint as effectively as possible. Please note that the General Insurance OmbudService does not provide monetary compensation, and its mediation and arbitration services are non-binding.
You may reach the General Insurance OmbudService at:
General Insurance OmbudService
4711 Yonge Street, 10th Floor
Toronto, Ontario
M2N 6K8
1-877-225-0446
www.giocanada.org
Concerns about the Complaint Handling Protocol
If you have a complaint specifically about Intact ’s complaint handling protocol and processes, you may contact the Financial
Consumer Agency of Canada. Please note that the Financial Consumer Agency of Canada does not provide redress or compensation
and does not become involved in individual disputes
You may reach the Financial Consumer Agency of Canada at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario K1R 1B9
www.canada.ca/en/financial-consumer-agency
For Quebec Customers
Customer Satisfaction: Complaint Handling Protocol
Intact is committed to providing consumers with exceptional service. It is important to us that you let us know how we are doing. If you are not satisfied with an action, product or service you have received, you have a right to express your dissatisfaction through the following complaint handling protocol. We want to ensure that your concerns are handled fairly and efficiently.
You may contact us at any time to obtain information on how we process complaints, how to file a complaint or inquire on the status of a complaint. Consumers may contact us by phone, email, mail or fax or by completing the form from the Autorité des marchés financiers and sent to us.
If you have a general question about your policy, payment, a claim or require a correction please contact your agent, broker or adjuster. Kindly note, that we do not respond to complaints that are involved in a formal dispute resolution process.
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
