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Every customer is welcome to request a transfer or return call from our Customer Relations Team (CRT).

Contact the Customer Service Team at 1-877-222-1717 and ask to be transferred to the CRT. You may also email CRT at: crt@caasco.ca

Claims Escalations:

Claims Escalations can be escalated to the Customer Relations Team (CRT). Contact the Customer Service Department at 1-877-222-1717 and ask to be transferred to the CRT team. You may also email CRT at: crt@caasco.ca

Second Step:

If your concern is still unresolved with the CRT Team, you may further escalate to the Office of the Ombudsperson.

The CAA Insurance Ombudsperson will conduct an unbiased review and investigate your concern. The objective of the review is to ensure your complaint is reviewed in a fair, equitable and impartial manner.

What information should be included when reporting a complaint to the Ombudsperson.

Customers should provide us with their Name, Address, Telephone number, Policy number and or Claim number and a Description of your concern.

You may contact the Office of the Ombudsperson by:
Email: ombudsperson@caasco.ca
Telephone: 905-771-3393 or Toll Free: 1-800-268-3750 Ext. 23393
or in writing to:
CAA Ombudsperson
60 Commerce Valley Drive E.
Thornhill, ON
L3T 7P9

Once a complaint has been submitted, the Ombudsperson office will open a file and conduct a policy review and act as a liaison between yourself and with any related parties. Upon completion of the review, the Ombudperson will provide you with a formal response. If you are still not satisfied with the outcome, a Final Position letter will be issued to explain the company’s decision.

Please contact your Broker as they may be able to help you to address your concerns. Your Broker contact information is noted on your Insurance Policy Documents.

Claims Escalations:

You may speak with your Broker or for Claims Escalations, contact the Customer Relations Team (CRT).

Contact the Customer Service Department at 1-877-222-1717 and ask to be transferred to the CRT team. You may also email CRT at: crt@caasco.ca

Second Step:

If your concern is still unresolved with the CRT Team and/or Broker, you may further escalate to the Office of the Ombudsperson.

The CAA Insurance Ombudsperson will conduct an unbiased review and investigate your concern. The objective of the review is to ensure your complaint is reviewed in a fair, equitable and impartial manner.

What information should be included when reporting a complaint to the Ombudsperson.

Customers should provide us with their Name, Address, Telephone number, Policy number and or Claim number and a Description of your concern.

You may contact the Office of the Ombudsperson by:
Email: ombudsperson@caasco.ca
Telephone: 905-771-3393 or Toll Free: 1-800-268-3750 Ext. 23393
or in writing to:
CAA Ombudsperson
60 Commerce Valley Drive E.
Thornhill, ON
L3T 7P9

Once a complaint has been submitted, the Ombudsperson office will open a file and conduct a policy review and act as a liaison between yourself and with any related parties. Upon completion of the review, the Ombudperson will provide you with a formal response. If you are still not satisfied with the outcome, a Final Position letter will be issued to explain the company’s decision.