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Guidelines for claims appeals and resolution

Claims outcome not to your satisfaction? Here's how you can escalate your concern.

We know any medical emergency can be taxing, but we want this process to be as smooth as possible.

We make all claims decisions based on the information we receive. We will review any new information we might receive after having made our decision. If you believe our decision is incorrect based on the evidence we find, you may appeal.

To appeal a claim decision, or make a general inquiry about the decision, please follow the appeal process below:

Contact Allianz Global Assistance

If you wish to appeal the decision on your claim, please contact Allianz Global Assistance using the contact information on the claims decision letter you received. Please note that if you wish to appeal, you must submit this in writing with any new supporting documentation.  

Contact the Ombuds Office

Should your claim still remain unresolved following the appeals process, you may request additional consideration of your concern in writing to the Ombuds Office. Please note that the Ombuds Office will only review concerns that have gone through Step #1 above so you will want to indicate that you have already completed the appeals process with Allianz Global Assistance.

By mail:   


The Co-operators Group Limited

130 Macdonell Street

Guelph, Ontario N1H 6P8






After the Ombuds Office’s review, you will receive a written response, except in the case where a simple concern can be cleared up over the phone. Most investigations are completed within 30 business days of receiving your complaint and all supporting documentation. If this deadline cannot be met, you will be contacted as to why extra time is required and when you can expect a response.

The written response from the Ombuds Office is considered the company’s final position. Unless any new and relevant information that was not previously reviewed is presented, your concern will not be reopened.

External Recourse Options

If we have not been able to resolve your concerns to your satisfaction and you wish to pursue the matter further, you may contact the General Insurance OmbudService (GIO). GIO is an independent service that offers recourse to consumers who have not been able to resolve their complaint by dealing with their insurance company. The OmbudService can be reached at 1-877-225-0446 or through their website at

Note: You must follow the Company’s Complaint Resolution Process described above, before the GIO will become involved.

For Quebec clients; if you are not satisfied with how your concern was handled, or the results of our investigation, the law gives you the right to request, in writing, that a copy of your file be transferred to the Authorité des marches financiers (AMF). You can reach the AMF by calling 1-877-525-0337 or by email at:

The Financial Consumer Agency of Canada 

The Financial Consumer Agency of Canada (FCAC) provides consumers with accurate and objective information about financial products and services, and informs Canadians of their rights and responsibilities when dealing with financial institutions. FCAC also ensures compliance with the federal consumer protection laws that apply to banks and federally incorporated trust, loan and insurance companies. 

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Information for Quebec residents.

Travel insurance does not cover everything. Please refer to the policy wording for full terms and conditions, including limitations and exclusions. Travel insurance is underwritten by CUMIS General Insurance Company, a member of The Co-operators Group of Companies and administered by Allianz Global Assistance. Allianz Global Assistance is a registered business name of AZGA Service Canada Inc. and AZGA Insurance Agency Canada Ltd. Please note that remuneration may be payable to the distributor of this insurance. 

Rates are subject to change.