CAA Ombudsperson Liaison

At CAA, we have a very 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 Officer is a paid associate of CAA who is charged with viewing every case with an objective eye.

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 ombudsperson.

You may contact our Customer Complaints Officer by phone, fax, email or regular post:

Amanda Mussalin
60 Commerce Valley Drive East
Thornhill, ON L3T 7P9
Fax: 905-771-3463
Telephone: 905-771-3393

Questions concerning the process for complaint handling or escalation of issues would then be pursued through the provincial governing body in the province.