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Ombudsman

Insurance Concerns

At CAA, we have a defined escalation process to ensure that our customers have every possible recourse should underwriting, pricing, sales, claims or service issues arise. Every customer is welcome to request a transfer or return call from a Senior Agent or Supervisor on an arising issue.

At any time, a customer may choose to escalate their call to the Customer Complaints Office. The Customer Complaints Office is in place to ensure the decision is fair, equitable, and developed within company standards. Customers must first attempt to resolve their complaints directly with their insurance company before accessing the Office of the Insurance Ombudsman.

Who should you contact if you have an inquiry or complaint?

Customers can contact a customer service representative by phone, letter or fax. The mailing address is 60 Commerce Valley Drive E Thornhill, Ontario, L3T 7P9. For Travel Medical Insurance customer service or claims please contact 1-877-377-2241. Hours of operation are Monday to Friday 9:00 am to 5:00 p.m.

For all other Claims Toll Free 1-800-387-2656, we do have after-hours service for claim issues. Fax: 905-771-3006 and Customer Service departments Toll-Free: 1-877-222-1717 or Fax: 905-771-3410. Hours of operation are Monday to Thursday 8 am-8pm, Friday 8am-6pm and Saturdays from 9am-4pm

Privacy complaints should be directed to the Chief Privacy Officer at CAA South Central Ontario, 60 Commerce Valley Drive E. Thornhill, Ontario, L3T 7P9, Toll-free: 1-800-268-3750 ext. 25043 or by E-mail: privacy@caasco.ca.

What information should be included when reporting a complaint?

Customers should provide us with their name, address, telephone number, policy number and or claim number. Any other details such as specific dates where an error was made or claim details would be helpful. Our associates would be pleased to assist with outlining any information we need to complete our review.

Where else can a consumer go for help with their complaint?

When a customer calls to express dissatisfaction, the front line associate will attempt to resolve the concern.

In the Claims Department, if the customer remains unsatisfied the complaint will be escalated to a Supervisor. If the dissatisfaction remains, the customer will be escalated to a Manager.

In our Membership Centre, we have a group of Associates trained to handle escalated calls. If the complaint cannot be handled at this level it will escalate to the Supervisor, then the Manager.

If customer is still not satisfied, the customer will be escalated to a Director. If the complaint is not resolved by the Director, it will be escalated to the Company Ombudsman, who will resolve complaint.

If a complaint has not been resolved to your satisfaction, you can have it reviewed by a third party. This service is non-binding and is available to any individual with a complaint.

Third-party complaint-handling process

Concerns and complaints regarding your insurance product can be sent to:
The General Insurance Ombudservice (GIO)

Who is GIO?
GIO is a member of the Financial Services OmbudsNetwork (FSON), a Canada wide dispute resolution service supported by Canada’s financial services regulators and financial services firms.

GIO’s information and complaints handling staff have extensive knowledge and will review the matter to determine if the Company acted appropriately, verify those situations where GIO’s dispute resolution services do not apply and discuss other options available to a consumer. GIO representatives will guide consumers through the options.

Address:
Suite 701, 10 Milner Business Court
Toronto, Ontario
M1B 3C6
Fax: 1-416-299-4261
Website: www.giocanada.org

Ontario Provincial Regulator

In Ontario, the customer can also reach the Financial Services Commission of Ontario (FSCO) if they have a complaint involving an agent in Ontario. FSCO can be reached at 1-416-250-6750 or by fax at 1-416-590-8480.

Travel Medical Insurance

Attention: Company Ombudsman
60 Commerce Valley Drive E.
Thornhill, Ontario
L3T 7P9
Phone: 1-905-747-4900 ext. 24923
Toll-Free: 1-855-674-6684 ext. 24923
Fax: 1-905-771-3357
E-Mail: Ombudsman@OrionTi.ca

Home and Auto Insurance

Attention: Company Ombudsman
60 Commerce Valley Drive E.
Thornhill, Ontario
L3T 7P9
Phone: 1-905-771-3393
Toll-Free: 1-800-268-3570 ext. 3393
Fax: 1-905-771-3463
E-Mail: dchapman@caasco.ca

Membership Concerns

At CAA, we will attempt to resolve all enquiries at the first point of contact. Most of our Member concerns get resolved quickly and efficiently by our front-line Associates, but there may be cases when your concerns require further steps in our 3-step escalation process:

Step 1 - Contact our Member Sales & Service Centre or your local CAA Store Associate with your concern.

After explaining your concerns and receiving our front-line Associate advice, should your matter remain unresolved, at your request, CAA will begin the escalation process.

Step 2 - A CAA Associate will escalate the matter accordingly with all related information to a Team Advisor, Supervisor or Manager for further review or investigation. Our Member Relations Team may be involved for consultation at this step.

Step 3 - Should you feel that your issue still remains unresolved at the operational level and the steps to escalation have been followed, you can escalate your additional concerns by choosing to contact our Member Relations Team directly.

The Member Relations Team and supporting groups are in place to ensure all Member and club escalations, including President's office inquiries, are investigated, that your feedback and concerns are addressed, and that our Members and customers have every possible recourse should an issue arise regarding your membership.

We are committed to providing a decision that is fair, equitable, and developed within our club standards. We use Member feedback to continuously improve our club operations and Member value.

E-Mail: memberconcerns@caasco.ca
Fax: 905-771-4720
Phone: 1-800-268-3750 ext. 61340 or 905-747-4620.
Mail: Member Relations Department - CAA South Central Ontario, 60 Commerce Valley Drive E., Thornhill, Ontario, L3T 7P9

Members should provide in their communication your preferred contact method, name, address and 16-digit membership and/or reference number in addition to specific details of steps taken to address your concerns, such as the service or product in question, the particular dates on which the matters complained of occurred or were brought to your attention.

We will acknowledge all Member concerns within 24-72 hours. We are committed to resolving your matter, upon receipt of all relevant documentation within 30 business days.