Customer satisfaction and complaint resolution

At Federated, we are committed to resolving customer complaints quickly, efficiently, and fairly.

If you have a complaint about Federated or any of our member companies (which includes Northbridge General Insurance Corporation, Zenith Insurance Company, Federated Insurance Company of Canada, Verassure Insurance Company, and TruShield Insurance), there are steps you can take to have your concerns addressed.

Federated has a simple process for resolving complaints. Please have the following information ready!

  • Your policy or claim number.
  • The person you want to speak to.
  • The person or people you have already contacted.
  • The details of your concern or complaint.

Step 1 – Contact the representative closest to the source of the issue.

Most issues can be resolved quickly by dealing with a representative of the department involved.

If you are dissatisfied with a product or service

If you have a complaint or concern about a product or service provided by Federated, your first step should be to contact your agent. Your agent is a licensed insurance professional who is in the position to provide you with insurance advice and is often able to provide clarification prior to elevating your concerns directly to Federated.

If you are dissatisfied with a claim

If you have a complaint or concern regarding Claims service provided by Federated, your first step should be to ask to speak to the Claims Manager directly at the office where your Claim is being handled. The Claims Manager will be able to provide assistance and clarification to you.

If you are dissatisfied with a billing matter

If you have a complaint or concern regarding a billing matter, your first step should be to contact our Customer Billing Department at 1-800-797-4281. A Customer Billing Representative will be able to provide assistance and clarification to you. If your billing is handled by your agent, they may refer you to your agent.

Step 2 – Escalate to a manager

If your complaint is not resolved after speaking with the representative closest to the source of the issue, you may escalate your complaint.

If your complaint is about a product or service provided by Federated, then you may ask to speak with the Manager at the Federated office where your service is being handled. The Manager will review your complaint and if needed, will discuss the matter with senior management in an effort to resolve your complaint.

If your complaint is about a claims issue, then you may escalate your complaint to the Claims Director at the office where your Claim is being handled. The Claims Director will review your complaint and if needed, will discuss the matter with senior management in an effort to resolve your complaint.

Step 3 – Contact our Office of the Ombudsperson

If your complaint or concern has not been resolved to your satisfaction after speaking with the Manager or Claims Director, you may contact our Office of the Ombudsperson. They will acknowledge receipt of your complaint or concern within two business days, and an investigation into your concerns will begin.

You may reach our Office of the Ombudsperson at:

105 Adelaide Street West
Toronto, Ontario M5H 1P9

[email protected]

1.800.268.9680
Or   416.350.4400

If you are in the province of Quebec, you may reach our Office of the Ombudsperson at:

1, Place Ville-Marie, Bureau 2050
Montréal (Québec) H3B 2C4
1.800.361.2837

Our Office of the Ombudsperson will conduct an investigation and ensure your complaint or concern has been diligently, objectively, and fairly considered.

If you contact our Office of the Ombudsperson before you have completed the first two steps above, they will refer your complaint to the representative closest to the source of the issue for review and response.

What to expect from the Ombudsperson’s investigation:

  • We may contact you for additional information.
  • We may consult other departments at Federated for assistance or for additional information regarding your complaint.
  • We will provide you with updates on our investigation as it is in progress.
  • We will advise you of any actions or recommendations we have made concerning your complaint.
  • We will provide you with a final response immediately following the completion of the investigation.

Step 4 – Contact an independent dispute resolution organization

If our Office of the Ombudsman is unable to resolve your complaint or concern to your satisfaction, it will provide you with a final position letter explaining Federated’s position. You will be advised that you may escalate your complaint outside of Federated to the General Insurance OmbudService (“GIO”) for dispute resolution.

The GIO is an independent organization that assists Canadian consumers with most disputes concerning their home, auto, or business insurance that they have been unable to resolve with their insurer. For more information about the GIO, visit their website at http://www.giocanada.org/ or call toll free at the following numbers:

1.800.565.7189 (Atlantic Provinces)
1.800.361.5131 (Quebec)
1.877.225.0446 (Ontario)
1.888.421.4212 (Western Canada & the Territories)

For Quebec customers. If you are not satisfied with the result of the examination of your complaint or with the examination itself, you may ask our Office of the Ombudsperson to transfer your file to the Autorité des marches financiers (“AMF”). You may exercise this right only upon the expiry of the maximum time limit allowed for obtaining a final answer, but without exceeding a period of one year following receipt of this answer. The transferred file shall include all the documents regarding the complaint. The AMF examines all complaints received and may recommend mediation if deemed advisable and the parties agree. Please note that the AMF does not provide monetary compensation with respect to consumer claims (other than cases covered under its specific programs). Compliance with the rules governing the protection of personal information shall remain the responsibility of our Office of the Ombudsperson.

Financial Consumer Agency of Canada

If you have a complaint specifically about Federated’s complaints procedure or about how Federated handled your concern, you may contact the Financial Consumer Agency of Canada. The Financial Consumer Agency of Canada (“FCAC”) is an independent government body responsible for supervising financial institutions to ensure they comply with federal consumer provisions relating to insurance and other financial services. The FCAC does not become involved in individual disputes, as its obligation is to ensure the institutions comply with the law.

For more information about the FCAC and consumer provisions, visit the FCAC’s website at http://www.fcac-acfc.gc.ca/, or contact the FCAC at the following numbers:

1.866.461.3222 (English)
1.866.461.2232 (French)

Introduction

This procedure applies to all of the member companies of Northbridge Financial Corporation, which includes Northbridge General Insurance Corporation, Federated Insurance Company of Canada, Zenith Insurance Company (“Northbridge”) and Verassure Insurance Company.

  1. Contact the Claims Manager

    If you have a complaint or concern regarding Claims service provided by Federated, you are encouraged to contact the Claims Manager directly at the office where your Claim is being handled. The Claims Manager will be able to provide assistance and clarification to you.

  1. Speak with the Customer Care Specialist or Regional Claims Lead

    In the event that the issue has not been resolved to your satisfaction by the Manager, you can speak with the Customer Care Specialist or Regional Claims Lead at the office where your Claim is being handled. This individual specializes in assisting our Claimants through the Claims process.

  1. Contact Federated’s Office of the Ombudsman

    If the Federated Claims Department is unable to resolve your complaint or concern, you may contact Federated’s Office of the Ombudsman, which will review your complaint or concern to ensure it has been properly and fairly considered.

You may reach the Office of the Ombudsman at:

Office of the Ombudsman
Federated Insurance
105 Adelaide Street West
Toronto, Ontario M5H 1P9

Email: [email protected]
Telephone:    1.800.268.9680
Or:                  416-350-4400

If you are in the province of Quebec, you may reach the Office of the Ombudsman at:

Office of the Ombudsman
Federated Insurance
1 Place Ville-Marie,
Suite 2050
Montréal QC H3B 2C4

Telephone: 1.800.361.2837
Fax: 514.284.8070

The Ombudsman’s Office will acknowledge receipt of your complaint or concern within two business days, and provide you with a response immediately following the completion of its investigation.

Contact the General Insurance OmbudService

If Federated Insurance’s Office of the Ombudsman is unable to resolve your complaint or concern to your satisfaction, it will provide you with a final position letter explaining Federated Insurance’s position, and advising you that you may escalate your complaint outside of Federated Insurance to the General Insurance OmbudService (“GIO”) for dispute resolution. The GIO is an independent organization that assists Canadian consumers with most disputes concerning their home, auto, or business insurance that they have been unable to resolve with their insurer. For more information about the GIO, visit their website at http://www.giocanada.org/ or call toll free at the following numbers:

1.800.565.7189 (Atlantic Provinces)
1.800.361.5131 (Quebec)
1.877.225.0446 (Ontario)
1.888.421.4212 (Western Canada & the Territories)

In Quebec, if you are not satisfied with the result of the examination of your complaint or with the examination itself, you may ask the Office of the Ombudsman to transfer your file to the Autorité des marches financiers (“AMF”). You may exercise this right only upon the expiry of the maximum time limit allowed for obtaining a final answer, but without exceeding a period of one year following receipt of this answer. The transferred file shall include all the documents regarding the complaint. The AMF examines all complaints received and may recommend mediation if deemed advisable and the parties agree. Please note that the AMF does not provide monetary compensation with respect to consumer claims (other than cases covered under its specific programs). Compliance with the rules governing the protection of personal information shall remain the responsibility of the Office of the Ombudsman.

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (“FCAC”) is an independent government body responsible for supervising financial institutions to ensure they comply with federal consumer-oriented laws and regulations (called “consumer provisions”). If you have a complaint about an obligation of Federated Insurance under a consumer provision, you may contact the FCAC in writing at Financial Consumer Agency of Canada, 6th Floor Enterprise Building, 427 Laurier Ave. West, Ottawa, Ontario, K1R 1B9. For more information about the FCAC and consumer provisions, visit the FCAC’s website at http://www.fcac-acfc.gc.ca/, or contact the FCAC at the following numbers:

1.866.461.3222 (English)
1.866.461.2232 (French)
1.866.814.2224 (Fax)

Introduction

This procedure applies to all of the member companies of Northbridge Financial Corporation, which includes Northbridge General Insurance Corporation, Federated Insurance Company of Canada and Zenith Insurance Company (“Northbridge”).

  1. Speak with your Broker

    If you have a complaint or concern about a product or service provided by Federated, your first step should be to contact your independent insurance broker. Your representative is a licensed insurance professional who is in the position to provide you with independent insurance advice and is often able to provide clarification prior to elevating your concerns directly to Federated.

    If, after speaking with your broker, you still wish to raise your complaint or concern with Federated, then the following steps may be taken:

  1. Contact a Federated Representative

    If you know the name of the Federated representative, contact that person directly. If you are uncertain who to contact, then your broker can provide you with general contact information for Federated. You may also find general contact information for Federated on this website under “Contact”. Please have your policy or claim number available and be prepared to provide details of your complaint or concern. The Federated representative will try to resolve the matter with you.

  1. Contact Federated’s Office of the Ombudsman

    If the Federated representative is unable to resolve your complaint or concern to your satisfaction, you may contact Federated’s Office of the Ombudsman, which will review your complaint or concern to ensure it has been properly and fairly considered.

You may reach the Office of the Ombudsman at:

Office of the Ombudsman
Federated Insurance
105 Adelaide Street West,
Toronto, Ontario M5H 1P9

Email: [email protected]
Telephone:    1.800.268.9680
or :             416-350-4400

If you are in the province of Quebec, you may reach the Office of the Ombudsman at:

Office of the Ombudsman
Federated Insurance
1 Place Ville-Marie,
Suite 2050
Montréal QC H3B 2C4

Telephone: 1.800.361.2837
Fax: 514.284.8070

The Ombudsman’s Office will acknowledge receipt of your complaint or concern within two business days, and provide you with a response immediately following the completion of its investigation.

Contact the General Insurance OmbudService

If Federated’s Office of the Ombudsman is unable to resolve your complaint or concern to your satisfaction, it will provide you with a final position letter explaining Federated’s position, and advising you that you may escalate your complaint outside of Federated to the General Insurance OmbudService (“GIO”) for dispute resolution. The GIO is an independent organization that assists Canadian consumers with most disputes concerning their home, auto, or business insurance that they have been unable to resolve with their insurer. For more information about the GIO, visit their website at http://www.giocanada.org/ or call toll free at the following numbers:

1.800.565.7189 (Atlantic Provinces)
1.800.361.5131 (Quebec)
1.877.225.0446 (Ontario)
1.888.421.4212 (Western Canada & the Territories)

In Quebec, if you are not satisfied with the result of the examination of your complaint or with the examination itself, you may ask the Office of the Ombudsman to transfer your file to the Autorité des marches financiers (“AMF”). You may exercise this right only upon the expiry of the maximum time limit allowed for obtaining a final answer, but without exceeding a period of one year following receipt of this answer. The transferred file shall include all the documents regarding the complaint. The AMF examines all complaints received and may recommend mediation if deemed advisable and the parties agree. Please note that the AMF does not provide monetary compensation with respect to consumer claims (other than cases covered under its specific programs). Compliance with the rules governing the protection of personal information shall remain the responsibility of the Office of the Ombudsman.

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (“FCAC”) is an independent government body responsible for supervising financial institutions to ensure they comply with federal consumer-oriented laws and regulations (called “consumer provisions”). If you have a complaint about an obligation of Federated under a consumer provision, you may contact the FCAC in writing at Financial Consumer Agency of Canada, 6th Floor Enterprise Building, 427 Laurier Ave. West, Ottawa, Ontario, K1R 1B9. For more information about the FCAC and consumer provisions, visit the FCAC’s website at http://www.fcac-acfc.gc.ca/, or contact the FCAC at the following numbers:

1.866.461.3222 (English)
1.866.461.2232 (French)
1.866.814.2224 (Fax)