Complaint Resolution
At Pembridge/Pafco, we value your business and are committed to partnering with our brokers to provide support with resolving customer complaints. If you have a concern regarding your experience and need assistance with addressing your matter, please contact your broker so they can work towards restoring confidence in your choice of insurer.
To ensure efficiency please review the appropriate section and follow the steps in our Complaint Resolution Process:
Complaint Resolution Process
The following 3 Step process is designed to ensure efficiency with having your matter addressed quickly and effectively. This gives opportunity for the appropriate representatives to work with you on providing clarity and reviewing options for resolution.
Non Claims-Related Issues
Step 1: Share your concern with 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.
If your matter remains unresolved after speaking with your Broker and you have completed Step 1, you may proceed with Step 2 by escalating your concern.
Step 2: Escalate your Concern
This level of the complaint resolution process offers opportunity for your concern to be addressed by service experts. They will review your matter, along with any additional options for resolution within their authority and provide you with a decision.
You can escalate your concern by:
- Ask the Broker to put you in contact with their manager by providing you with their name, phone number and email.
Or you can reach them by:
Clicking Find my Broker to reach a manager within a brokerage.
After you have been provided with a decision at Step 2, if you remain unsatisfied with the outcome you may proceed to Step 3 for further review and investigation.
Step 3: Engage the Complaint Management Office
At this level of the complaint resolution process you can submit your complaint to the Complaint Management Office it will then be reviewed and investigated by a Senior Complaint Consultant. Their goal is to ensure the concern is addressed in a fair and diligent manner, that you are provided with further explanation regarding the outcome and will act as a liaison between yourself and the area where your concerns reside.
What you can expect during this process:
1. A file will be opened upon receipt of your written complaint
2. Your file will be reviewed by all appropriate and related parties
3. A formal response will be issued once the investigation is complete
Please Note:
- Senior Complaint Consultants do not have the ability to adjust claims, you are encouraged to work with a claims representative to resolve your concerns on your active claim.
- If you submit your complaint to Step 3 prior to completing Step 1 or Step 2, your matter will be redirected to the appropriate level of the Complaint Resolution Process.
- Step 3 investigations will take time to complete, they are conducted by a thorough review to ensure accuracy with the final position. A formal response will be provided within an appropriate timeframe based on complexity.
Complaint Management Office
27 Allstate Parkway Suite 100
Markham, Ontario
L3R 5P8
For additional information, call our toll-free line:
English : 1-877-7-CONSUMER (1-877-726-6786)
French: 1-866-348-5598
Claims-Related Issues
Step 1: Contact your Claims Advisor
If you have a concern with your recent claim, please contact the assigned claim advisor. Your claims advisor is your first point of contact that has the ability to review and work on your concern right away.
You will receive your claims advisor’s contact details throughout the claims process and will have their dedicated phone number and email to reach them directly.
If you cannot locate your claims advisor’s contact details, please call our general claims line to be provided with this information at 1-800-allstate (1-800-255-7828) and press 4.
If your matter remains unresolved after speaking with your claims advisor and you have completed Step 1, you may proceed with Step 2 by escalating your concern.
Step 2: Escalate your Concern
This level of the complaint resolution process offers opportunity for your concern to be addressed by our claim’s experts. They will review your matter, along with any additional options for resolution within their authority and provide you with claims decision.
You can escalate your concern by:
- Ask the claims advisor to put you in contact with their manager by providing you with their name, phone number and email.
OR
- Submit your concern by sending all the required details to our Escalation Desk - escalationdesk@assistplus.ca
After you have been provided with claims decision at Step 2, if you remain unsatisfied with the outcome you may proceed to Step 3 for further review and investigation.
Step 3: Engage the Complaint Management Office
At this level of the complaint resolution process you can submit your complaint to the Complaint Management Office it will then be reviewed and investigated by a Senior Complaint Consultant. Their goal is to ensure the concern is addressed in a fair and diligent manner, that you are provided with further explanation regarding the outcome and will act as a liaison between yourself and the area where your concerns reside.
What you can expect during this process:
1. A file will be opened upon receipt of your written complaint
2. Your file will be reviewed by all appropriate and related parties
3. A formal response will be issued once the investigation is complete
Please Note:
- Senior Complaint Consultants do not have the ability to adjust claims, you are encouraged to work with a claims representative to resolve your concerns on your active claim.
- If you submit your complaint to Step 3 prior to completing Step 1 or Step 2, your matter will be redirected to the appropriate level of the Complaint Resolution Process.
- Step 3 investigations will take time to complete, they are conducted by a thorough review to ensure accuracy with the final position. A formal response will be provided within an appropriate timeframe based on complexity.
Complaint Management Office
27 Allstate Parkway Suite 100
Markham, Ontario
L3R 5P8
For additional information, call our toll-free line:
English : 1-877-7-CONSUMER (1-877-726-6786)
French: 1-866-348-5598
External Escalation Options
General OmbudsService
The insurance industry does offer an independent complaint resolution service. If, after following the steps outlined above and upon receiving the final position, you are still not satisfied, 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 at http://www.giocanada.org/.
The Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.
If you have a problem with a financial product or service, you may file a complaint with Allstate Insurance Company of Canada. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body: General Insurance OmbudService GIO HOME - GIO
If you want to know your rights or need information about Allstate Insurance Company of Canada’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Web site: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.
Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address: Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor Ottawa ON K1R 7Y2
Quebec Residents
You can choose to reach out to the Autorité des Marchés financiers (AMF) at 1.877.525.0337 or visit http://www.lautorite.qc.ca/en/file-complaint-conso.html