If you’re not satisfied with a product or the level of service you’ve received from us or the Aviva group of companies, our Ombudsman will try to resolve the situation by acting as a liaison to help resolve any issues.
To ensure your matter is addressed as efficiently as possible, please follow these steps:
Contact the the Aviva group of companies Office of the Ombudsman at:
This procedure has been filed with and accepted by the Financial Consumer Agency of Canada (FCAC), an independent government body that regulates consumer provisions relating to financial services.
If you wish to pursue the matter further, you may contact the General Insurance OmbudService (GIO) whose role is to resolve conflicts between insurance companies and their customers. Their neutral mediators will reach a solution in the best interest of all parties.
The GIO does not provide compensation or monetary award and its services are non-binding. For more information, visit: www.giocanada.org.
The above complaint procedure has been filed with the Financial Consumer Agency of Canada (FCAC), an independent government body that regulates consumer provisions relating to financial services, including insurance.
If you have a concern about the way your particular issue was handled, you may contact the FCAC for information on how to address the situation. The FCAC determines the nature of a complaint and if there is a breach of the law, it takes action to ensure compliance by the financial institution.
The FCAC does not provide personal redress (i.e., compensation or monetary award); its focus is to ensure that institutions comply with the law. For more information, visit: www.fcac-acfc.gc.ca.