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Complaint about Claims
If you have a claims-related complaint please first speak to the manager of the claims employee. Further claims-related complaints should be directed to the Claims Ombudsman. The Ombudsman will respond to phone, fax, or written complaints.
- Phone: 905.475.4908
- Toll free: 1.800.361.1073
- Fax: (905) 475-4936
- By mail: Claims Ombudsman
27 Allstate Parkway, Suite 100
Markham, ON L3R 5P8
Complaint process other than claims
If you have a customer complaint you need addressed, please follow our complaint handling process to ensure you receive prompt attention from each service level. Your grievance starts with your broker who is your primary insurance relationship and our company representative.
Step 1
Talk to your broker. For contact information, go to Find my Broker.
Step 2
If you have spoken to the broker and wish to contact someone at Head Office, or the President, submit your complaint in writing to the Office of the Ombudsman by e-mail: contact@pembridge.com
- Email: ombudspem@pembridge.com
- Toll free: 1.877.726.6786 or 905.470.4723
- Mail: Pembridge Ombudsman
27 Allstate Parkway, Suite 100
Markham, ON L3R 5P8
Ombudsman complaint examination process
As part of Pembridge's ongoing efforts to be open and transparent with our customers we have updated our Ombudsman complaints examination process. Below you will find the step-by-step actions that the Pembridge Insurance Company's Ombudsman will take should a customer file a written complaint.
- An Ombudsman for Pembridge Insurance Company will handle your complaint in a fair and impartial manner.
- Upon receipt of your written complaint, a file will be opened. This file will be logged and categorized based on the nature of your complaint.
- Your complaint is acknowledged in writing within five business days.
- Based on the category of your complaint, the appropriate employees of Pembridge Insurance Company and/or your broker may be called upon to review and assess your file.
- An Ombudsman for Pembridge Insurance Company will issue a formal response to your complaint within 30 days.
For residents outside of Quebec
If you are not a resident of Quebec and the Ombudsman Complaint Examination Process or our response is not satisfactory, you have the right to apply to the General Insurance OmbudService (GIO). You can contact the GIO toll free at 1.877.225.0446 or visit their website at www.giocanada.org.
Alberta (only)
Automobile premium calculations and/or alleged contractual practices.
- Phone: 780.421.8181 (Edmonton area)
- Toll-free: 1.888.421.4212
Quebec residents
If you are a resident of Quebec and the Examination Process or our response is not satisfactory, you may request to have your file transferred to the Autorité des marchés financiers (http://www.lautorite.qc.ca/accueil.en.html):
- Québec City: 418.525.0337
- Montréal: 514.395.0337
- Toll free: 1.877.525.0337
Addresses of the Autorité des marchés financiers
In Québec City
Autorité des marchés financiers
Place de la Cité, Tour Cominar
2640, boulevard Laurier, bureau 400, 4e étage
Sainte-Foy, Québec G1V 5C1
In Montréal
Autorité des marchés financiers
800, Square Victoria, 22e étage
C.P. 246, Tour de la Bourse
Montréal, Québec H4Z 1G3
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