Customer Complaints | Assurant Canada

Your Concerns

How to have your concerns addressed

At Assurant Canada¹ we appreciate the opportunity to respond to our customers. Listening, understanding, and responding to our customer’s concerns helps us improve our products and services. Our goal is to provide timely, complete, and comprehensive responses. Working as a team, we handle our customers’ concerns with a consistent high standard of customer service, resolving most at the first point of contact.

Step 1 - Let us Know

If you have a concern, please contact a Customer Service Associate by mail, phone, or fax. Our Customer Service Associates are committed to reviewing your concern thoroughly and working with you toward a resolution.

Credit Related Insurance and Warranties
Claims and Customer Service Department
a: 1945 King Street East, Suite 100, Hamilton, Ontario L8K 1W2
p: 1-800-361-5344 (Eng) or 1-800-661-5800 (Fr)
f: 1-800-645-9405

Step 3 – Still Not Satisfied

If your concern remains unresolved after you have followed Steps 1 and 2, you may contact Assurant Canada’s internal Complaints Liaison Officer. The Complaints Liaison Officer is dedicated to resolving disputes fairly and professionally. The Complaints Liaison Officer will review your particular situation and determine the appropriate next steps, directing it to the appropriate business area for investigation and response. You may contact the Complaints Liaison Officer in writing or by phone:

Attention: Complaints Liaison Officer, Assurant Canada
a: 320 Bay St, Suite 510, Toronto, Ontario M5H 4A6
p: 1-800-561-3232 ext 4666019
e: [email protected]

Step 4 – External Recourse

If your concern has not been resolved to your satisfaction, you may have it reviewed by a third party.

For life and health related issues:
The Ombudservice for Life & Health Insurance (OLHI)
a: 2 Bloor St. West, Suite 700, Toronto, ON M4W 3E2
p: 1-888-295-8112 (toll free); 416-777-9002 (Toronto); 514-282-2088 (Montreal)
f: 416-777-9750
w: www.olhi.ca

For property & casualty insurance related issues:
General Insurance Ombudservice (GIO)
a: 4711 Yonge Street, 10th Floor, Toronto, ON M2N 6K8
p: 1-877-225-0446 (toll free)
f: 416-299-4261
w: www.giocanada.org

If you live in Quebec:

Quebec - Authorité des marches financiers (AMF)
a: Service du traitement des plaintes et de l’assistance
800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal (Québec) H4Z 1G3
p: 1 877 525-0337 (toll free)
f: 1 877 285-4378 (toll free)
w: www.lautorite.qc.ca

For consumer provision complaints:
Financial Consumer Agency of Canada (FCAC)
a: Enterprise Building, 6th Floor , 427 Laurier Avenue West, Ottawa, ON K1R 1B9
p: 1-866-461-3222
w: www.fcac.gc.ca

For warranty product related issues:

Ministry of Consumer Affairs
w: http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/h_ca02964.html

For privacy related issues:
Office of the Privacy Commissioner of Canada (OPC)
a: 30, Victoria Street, Gatineau, Gatineau, Quebec K1A 1H3
p: 1-800-282-1376
w: http://www.priv.gc.ca/
e: [email protected]

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.

If you have a problem with a financial product or service, you may file a complaint with American Bankers Insurance Company of Florida and/or American Bankers Life Assurance Company of Florida. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body:

See the above section of our website page for external recourse options, as applicable to your product.

If you want to know your rights or need information about American Bankers Insurance Company of Florida and/or American Bankers Life Assurance Company of Florida’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: 1-866-461-FCAC (3222)

For service in French: 1-866-461-ACFC (2232)

For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.

Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address: Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor Ottawa ON K1R 7Y2

¹ Assurant Services Canada Inc., American Bankers Life Assurance Company of Florida, and American Bankers Insurance Company of Florida, and their subsidiaries and affiliates, carry on business in Canada under the name of Assurant®.

Assurant Canada