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Everest Insurance Company of Canada - Complaint Handling Protocol


Everest Insurance Company of Canada is committed to providing all of our customers with excellent customer service. On occasion a customer may feel they have not been treated fairly, or there may simply be a misunderstanding that needs to be resolved. Everest Insurance Company of Canada has implemented this Complaint Handling Protocol to ensure that customer complaints are dealt with in a fair and timely manner.

The first step is to discuss your complaint directly with the broker who arranged your policy. Explain your situation, outlining the concerns you may have and how you would like the matter resolved. Be as detailed as possible by providing information pertinent to the issue, including your policy or claim number.

If you are still dissatisfied with the response after speaking with your broker, you may submit your complaint to the Complaints Liaison Officer (“CLO”) for Everest Insurance Company of Canada in writing:

Complaints Liaison Officer
Everest Insurance Company of Canada
The Exchange Tower
130 King Street West, Suite 2620
Toronto, Ontario
M5X 1C7
 

Or, via electronic mail to consumercomplaints@everestcanada.com

Or, by phone at 416-487-3900

The CLO will review your concerns to ensure they have a full and proper understanding of your position. They will then investigate the situation, keeping you informed along the way and respond within 30 days from receipt of the written complaint. Once the investigation is complete, the CLO will notify you promptly of the proposed resolution.

If you feel we have not resolved your complaint satisfactorily you may contact the General Insurance OmbudService (“GIO”), which assists in the resolution of conflicts between insurance customers and their insurance companies. The contact information for the GIO is:

General Insurance OmbudService
10 Milner Business Court Suite 701
Toronto, Ontario
M1B 3C6
1-877-225-0446
 

For further information about the GIO, please visit their web site at http://www.giocanada.org

In Québec you may also utilize the services of Autorité des marchés financiers (“AMF”).  If you feel Everest Insurance Company of Canada has not resolved your complaint satisfactorily, you may request to have a copy of the file sent to the AMF.  The AMF will study your file and may recommend mediation, if appropriate and agreed to by both parties.   The AMF can be reached at the following numbers:

Autorité des marchés financiers (AMF)
Montréal 514 395-0337
Québec City 418 525-0337
Toll-free 1 877 525-0337
FAX: 1 877 285-4378 (Toll Free)
http://www.lautorite.qc.ca/en/index.html

If a consumer has a complaint relating to the consumer provision of the Insurance Companies Act, the consumer may contact the Financial Consumer Agency of Canada (FCAC) at:

Financial Consumer Agency of Canada 
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario
K1R 1B9
Telephone: 1.866.461.3222
Fax: 1.866.814.2224
Website: www.fcac-acfc.gc.ca