Ombudsman

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:

• Involve your representative’s supervisor or manager to see if they can assist you.
• If they are unable to resolve the situation, contact the Ombudsman who will review your concerns and work with you to try and resolve them.  If the Ombudsman is unable to come to an agreeable resolution, you can request a Final Position Letter that states the final decision on the issues and outlines the next steps in the complaint process.
   

Contact the the Aviva group of companies Office of the Ombudsman at:

10 Aviva Way
Suite 100
Markham, Ontario
L6G 0G1

E-mail: ombudsman@avivacanada.com
Telephone: 416-615-3634
Toll Free: 1-877-689-3634
Fax: 416-615-4239

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.

Independent assistance: General Insurance OmbudService

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.

About the complaint procedure

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.