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 Ombudsperson, 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.

Travel medical insurance.

Company Ombudsman
60 Commerce Valley Drive E.,
Thornhill, Ontario L3T 7P9

Phone:

1-905-747-4900 ext. 24923

Toll-free:

1-905-647-6684 ext. 24923

Fax: 1-905-771-3357

ombudsman@OrionTI.ca

Home and auto insurance.

Company Ombudsperson
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

amussalin@caasco.ca

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.

Member Relations Department:

CAA South Central Ontario
60 Commerce Valley Drive E.,
Thornhill, Ontario L3T 7P9

Phone:

1-800-268-3750 ext. 61340 or
905-747-4620

Fax: 905-771-4720

memberconcerns@caasco.ca