Consumer Complaints

Travelers Insurance Company of Canada, the Dominion of Canada General Insurance Company and St. Paul Fire and Marine Insurance Company and Travelers Insurance Company of Canada (collectively, “Travelers Canada”) are committed to treating all of our customers with the greatest respect and consideration. Notwithstanding our commitment to excellent customer service, on occasion, a consumer may feel he/she has not been treated fairly or there may be a misunderstanding that needs to be resolved. Travelers Canada has implemented the Complaints Handling Protocol to ensure that complaints are addressed in a fair and timely manner. The Complaints Handling Protocol provides information on how to file a complaint with Travelers Canada, the process Travelers Canada will follow upon receipt of a complaint and the next steps for a complaint that remains unresolved.

If you have any questions or concerns regarding our Complaints Handling Protocol or if you require any further information on how to make a complaint, please feel free to contact our Complaints Liaison Officer / Ombudsman (“CLO”).

For all matters other than matters relating to accessibility for persons with disabilities:

Your first step should be to contact your broker, as your broker may be able to resolve the matter with you. Your broker can also provide contact information for Travelers Canada, if required. If the matter remains unresolved after having discussed it with your broker, then we encourage you to contact Travelers Canada directly.

If you know the name of the Travelers Canada representative who is responsible for your policy or claim, please contact that person directly. If you are unsure of who to contact, ask your broker to provide you with general contact information for Travelers Canada, or to refer you to the Underwriter or Claims Service Representative assigned to your file.

Before calling, please have your details and documents, including your policy number, accessible by you. In speaking with the Travelers Canada representative, explain your concerns and ask questions. Explain your circumstances and the outcome you are seeking. Travelers Canada employees are knowledgeable and experienced, and in most cases will be able to answer your questions, explain our decisions and work with you to achieve an outcome.

Should your complaint remain unresolved after speaking with the Travelers Canada representative, you may request that the complaint be escalated to management. A manager or another senior person directed by management will review your complaint and discuss it with you further.

Should your complaint still remain unresolved after having gone through the above process, you may contact the CLO set forth below.

For all matters relating to accessibility for persons with disabilities and for all other matters which remain unresolved after having gone through the above process:

Please submit your complaint to the CLO, who may be contacted by one of the following methods:

Telephone:    1.800.268.8447 Ext. 72510 or 416.947.2510
Fax:               1.800.470.8381 or 416.366.6229
Mail:              Complaints Liaison Officer / Ombudsman Travelers Canada
                      165 University Avenue Toronto, Ontario M5H 3B9
Email:       **  ombudsman@travelers.com

Board Approval Date: Effective Date: March 7, 2023 
**Please note that email is not considered a secure method of communication. Therefore, please consider the security, confidentiality and sensitivity of your information when determining the appropriate method of communication.

The CLO will investigate your complaint by having a manager or other senior person review your complaint and communicate with you further. Further information / documentation may be requested of you, if necessary.

If, after going through the above process, your complaint still remains unresolved, the CLO will arrange to have a final position letter sent to you. This final position letter will explain Travelers Canada's position, confirm that your complaint has gone through our complaint handling process and advise you of your available options.

If you are not satisfied with Travelers Canada’s position as stated in the final position letter, you may contact the General Insurance Ombudservice (“GIO”). The GIO is a Canada-wide external independent body that can assist consumers with most complaints that consumers have been unable to resolve with their insurer. Travelers Canada has selected the GIO to handle complaints that are not resolved pursuant to this Complaints Handling Protocol. The GIO may be contacted by one of the following methods:

Telephone:    1.877.225.0446 (National Toll Free)
Fax:               416.299.4261
Mail:              General Insurance OmbudService (GIO)
                      4711 Yonge Street, 10th floor
                     Toronto, ON M2N 6K8
Website:       www.giocanada.org

For complaints involving a consumer provision of the BC Homeowner Protection Act:

If a complaint involves a consumer provision of the BC Homeowner Protection Act and/or a New Home Warranty, the consumer is free to contact Licensing & Consumer Services, which may be contacted by one of the following methods:

Telephone:    604.646.7050 or 1.800.407.7757 (National Toll Free)
Fax:               604-646-7051
Mail:             Licensing & Consumer Services
                     Branch of BC Housing
                    Suite 203-4555 Kingsway 
                     Burnaby, BC V5H 4T8
Website:      www.bchousing.org/licensing-consumer-services/new-homes

For complaints involving a consumer provision of the Alberta New Home Buyer Protection Act:

If a complaint involves a consumer provision of the Alberta New Home Buyer Protection Act and/or a New Home Warranty, the consumer is free to contact the Residential Protection Program in the Municipal Affairs Government of Alberta, which may be contacted by one of the following methods:

Telephone:    780-644-1010 (within Canada and United States)
Toll free:        1-866-421-6929 (within Canada)
Mail:             Municipal Affairs Government of Alberta
                     Residential Protection Program
                    16th Flr, Commerce Place
                    10155 102 St NW
                    Edmonton, AB T5J 4L4
Email:         MA.RPPCompliance@gov.ab.ca
Website:     www.alberta.ca/filing-complaints-with-the-residential-protection-program

Additionally, in the event of a dispute, the consumer may be entitled to request Dispute Resolution under Section 519 of the Insurance Act, RSA 2000, c I-3.  A copy of Section 519 can be found here.  Please refer to your Home Warranty Certificate for additional information on the Dispute Resolution process.

For complaints involving a consumer provision of the Insurance Companies Act:

If a complaint involves a consumer provision of the Insurance Companies Act, the consumer is free to contact the Financial Consumer Agency of Canada, which may be contacted by one of the following methods:

Telephone:    1.866.461.3222 (Toll Free) 
Fax:               866.814.2224 (Toll Free)
Mail:              Financial Consumer Agency of Canada
                      427 Laurier Avenue West
                     5th Floor
                     Ottawa, Ontario K1R 1B9
Website:      www.fcac-acfc.gc.ca

Residents of Quebec:

If you are domiciled in Quebec, you may contact the General Insurance Ombudservice (GIO). In addition, if you are not satisfied with the outcome or with the examination of your complaint, you may request, at any time, for your file to be transferred to the Autorité des Marchés Financiers (“AMF”). Please note that the AMF may offer dispute resolution services, if deemed appropriate, and that filing a complaint with the AMF does not interrupt any prescriptive period for civil remedies that may be available to you. The AMF may be contacted by one of the following methods:

Telephone:    1.877.525.0337 (Toll Free)    418.525.0337
Mail:              Autorité des Marchés Financiers
                      Place de la Cité, tour PwC
                      2640, boulevard Laurier, bureau 400
                      Québec, Québec
                      G1V 5C1
Website:        https://lautorite.qc.ca/en/general- public/assistance-and-complaints