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Customer Complaints

We are committed to partnering with our brokers to resolve customer complaints; fairly and quickly.  To address your concerns as efficiently as possible, please select the appropriate category and follow the steps below: 

 

Claims-Related Issues

If at any point during your claims experience we don’t meet your expectations - let us know, so we can do our best to make it right.

 

Step 1: Speak with your claims advisor

If you have a concern with your recent claim, please contact the assigned claims advisor first. He/She will work with you to resolve any issues you have or answer any questions.

Unsure who that is?  Call any member of our regional claims teams:

AREA YOU ARE CALLING FROM CLAIMS PHONE NUMBER
Alberta, British Columbia, Manitoba, Saskatchewan 1-800-661-1577
Ontario 1-800-387-0462
Quebec 1-800-463-2813
Nova Scotia, New Brunswick, Prince Edward Island, Newfoundland 1-800-561-7222
USA 1-800-387-0462

 

Step 2: Request to speak with a claims manager

If your concern or question remains unresolved after speaking with a claims advisor, ask to speak with a claims manager.

Need help to find a claims manager?  Call any member of our regional claims teams in the above list.

 

Step 3: Contact the Ombudsman

If you have completed Step 1 and Step 2 and your concern is still unresolved, please reach out to our Ombudsman.

We ask that you first submit your complaint in writing.  A summary of your concerns will give us the opportunity to review the issue and begin our investigation. Once this documentation is received, an Ombudsman will be assigned to your complaint and may reach out to you for additional information within 5 days.

You can reach our Ombudsman, through email or post mail:

Office of the Ombudsman                                          

27 Allstate Parkway Suite 100
Markham, Ontario
L3R 5P8


For additional information, call our Ombudsman’s toll-free line:

English: 1-877-7-CONSUMER (1-877-726-6786)
French:  1-866-348-5598  

 

What you can expect during this process:

The Ombudsman will work with you to resolve your concern in a fair and impartial manner. They will act a liaison between yourself and the area where your concern resides. Sometimes that means clearing up a simple misunderstanding or misinterpretation; no matter what the concern they will help resolve the issue and restore confidence in your insurance carrier.

  1. A file will be opened upon receipt of your written complaint
  2. You will be contacted within 5 days by one of our Ombudsman
  3. Your file will be reviewed by all appropriate and related parties
  4. A formal response will be issued within 30 days

 

External Escalation Options

If, after following the steps outlined above and upon receiving the Ombudsman’s decision, you are still not satisfied with the outcome; you can reach out to the General Insurance OmbudService (GIO), an independent dispute resolution service, toll free at 1-877-225-0446 or visit their website.

 

Quebec Residents 

You can choose to reach out to the Autorité des Marchés financiers (AMF) at 1-877-525-0337 or visit their website.

 

Non Claims-Related Issues

 

Step 1: Talk to your broker

As your insurance representative, your broker is there to provide you advice and assess your coverage needs.  Should you have any concerns, contact your broker to partner with us for the best possible solution.

Click Find my Broker to reach your broker.
 

Step 2: Speak with a manager at the brokerage

If Step 1 does not produce a resolution to your satisfaction, you can elevate the concern to a manager.
Click Find my Broker to reach a manager within a brokerage.

 

Step 3: Contact the Ombudsman

If you have completed Step 1 and Step 2 and your concern is still unresolved, please reach out to our Ombudsman.

We ask that you first submit your complaint in writing.  A summary of your concerns will give us the opportunity to review the issue and begin our investigation. Once this documentation is received, an Ombudsman will be assigned to your complaint and may reach out to you for additional information within 5 days.

You can reach our Ombudsman, through email or post mail:

Office of the Ombudsman  
27 Allstate Parkway Suite 100
Markham, Ontario
L3R 5P8    
For additional information, call our Ombudsman’s toll-free line:
English : 1-877-7-CONSUMER (1-877-726-6786)
French:  1-866-348-5598 

 

What you can expect during this process:

The Ombudsman will work with you to resolve your concern in a fair and impartial manner. They will act a liaison between yourself and the area where your concern resides. Sometimes that means clearing up a simple misunderstanding or misinterpretation; no matter what the concern they will help resolve the issue and restore confidence in your insurance carrier.

  1. A file will be opened upon receipt of your written complaint
  2. You will be contacted within 5 days by one of our Ombudsman
  3. Your file will be reviewed by all appropriate and related parties
  4. A formal response will be issued within 30 days

 

External Escalation Options

If, after following the steps outlined above and upon receiving the Ombudsman’s decision, you are still not satisfied with the outcome, you can reach out to the General Insurance OmbudService (GIO); an independent dispute resolution service, (toll free) at 1-877-225-0446 or visit their website

 

Quebec Residents

You can choose to reach out to the Autorité des Marchés financiers (AMF) at 1-877-525-0337 or visit their website.

 

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada also offers information on complaint resolution, you can contact the agency by visiting their website at www.fcac-acfc.gc.ca or at its office at 427 Laurier Ave. West, 6th Floor, Ottawa, Ontario K1R 1B9