The Zurich Canada Complaints process

1. Our commitment and the purpose of this policy

Zurich Insurance Company Ltd (Canadian Branch) (hereinafter “Zurich Canada”) puts the customer at the heart of what we do. Our complaint-handling policy is based on Zurich Insurance Group’s Code of Conduct and incorporates the following principles:

  • Credibility
  • Accessibility
  • Responsiveness
  • Efficiency

The Complaints Officer of Zurich Canada is the person in charge of applying this complaint-handling policy (“Policy”).

The purpose of this Policy is to set up a free and equitable procedure for dealing with complaints. In the unlikely event that you are not satisfied with our products or services, please follow these procedures. A copy of the Policy is available upon request.

2. What is a complaint?

A complaint is the expression of at least one of the following elements:

  • A reproach in connection with providing (or failing to provide) our products or services, including but not limited to, unfair business practices, conduct in violation of applicable law or regulation, or unethical conduct.
  • The identification of a real or potential harm that a consumer has experienced or may experience.
  • A request for a remedial action.

The initial expression of dissatisfaction by a consumer, whether in writing or otherwise, will not be considered a complaint where the issue is settled in the ordinary course of business.

Where a consumer makes a complaint that is handled and examined by the Complaints Officer, the complaint is documented, and a complaint file is created. The complaint file will contain the original complaint, the outcome of the complaints examination process and the final response to the complainant.

3. Addressing your complaint

Stage 1- Let us know

Most complaints can be resolved quickly by speaking with the appropriate business representative.

Contact your insurance broker, agent, Zurich representative or claims adjuster and advise them of your concerns. Most issues can be resolved quickly by dealing with individuals closest to the source of the issue.

Stage 2 – Escalate to a Manager

If your concern is not resolved after completing step 1, ask to speak to a manager or ask your broker/agent to escalate the matter to their contact at Zurich.

The manager will review the issue and if needed, will discuss the matter with senior management.

Stage 3 – Contact Customer Care

If your concern is not resolved after speaking with a manager, please contact our Customer Care team. 

Stage 4 – Contact the Office of Complaints

You are encouraged to seek a resolution from the first 3 stages noted above before contacting the Complaints Officer. Complaints submitted to the Complaints Officer will require a customer care reference number to proceed and can be submitted using the online form here.

You may also submit your complaint though email or phone call via the information below:

Complaints Officer | Office of Complaints
Zurich Insurance Company Ltd (Canadian Branch)
100 King Street West, Suite 5500
P.O. Box 290
Toronto, Ontario, Canada   M5X 1C9
Office: (416)586-6773
Toll Free: +1(800)387-5454 ext.6773
E-mail: complaints.officer.zurich.canada@zurich.com

Upon receiving your complaint form, the Complaints Officer will send an acknowledgement of receipt within 10 business days and initiate the company’s complaint examination process. The complaint will be reviewed within 30 days or as soon as reasonably possible of receiving all the information necessary for the examination. After investigating the complaint, the Complaints Officer will provide a final response with justifying reasons or explaining that more time is necessary and why.

External independent review of the complaint

If, after the Zurich Canada Complaints Officer has provided a final written letter, your complaint still requires further review, you may choose to:

  • Contact an independent third-party dispute resolution entity: the General Insurance Ombudservice (GIO) or OmbudService for Life & Health Insurance (OLHI).
  • Contact the Financial Consumer Agency of Canada (FCAC) or contact a provincial regulator for further support.
  • Quebec consumers may ask the Complaints Officer to transfer their file including all the information related to the complaint to the AMF at any time using the Request the Transfer of a File to the AMF form if they are not satisfied with Zurich Canada's complaint-handling process. The AMF will examine the file and, if necessary, ask you for more information or documents.

Contact information

General Insurance OmbudService (GIO)
4711 Yonge Street, 10th Floor
Toronto, Ontario M2N 6K8
www.giocanada.org
Toll Free Telephone: 1-877-225-0446

OmbudService for Life & Health Insurance (OLHI)
2 Bloor Street West, Suite 700
Toronto, ON M4W 3E2
https://olhi.ca/complaints/submit-a-complaint/
Toll Free Canada: 1-888-295-8112
Toll Free Quebec: 1-866-582-2088
Bell Relay Service (hearing impaired): 1-800-855-0511

Autorité des marches financiers (AMF)
Place de la Cite, tour PwC
2640, boulevard Laurier, bureau 400
Quebec, Québec G1V 5C1

800, rue du Square-Victoria, bureau 2200 
Montréal (Québec)  H3C 0B4
Quebec: 418-525-0337
Montreal: 514-395-0337
Other regions: 1-877-525-0337

4. Effective Date

This Policy is effective as of July 2016 and was last amended March 2025.