While the majority of claims are resolved to travellers’ satisfaction, sometimes a traveller
would like their claims decision to be reviewed again.
would like their claims decision to be reviewed again.
Guidelines for claims
appeals and resolution
If you have a concern about the outcome of your claim, here’s how you can escalate your concern. Please remember to have your claim and/or policy number on hand when contacting us. The following are the stages of our complaint resolution process:
First stage
We make all claims decisions based on the information we receive. If you have questions or concerns regarding the decision taken on your claim, please contact Allianz Global Assistance using the contact information on the explanation of benefits or claims decision letter you received.
Second stage
If you believe the evidence on which we have based our decision is incorrect, or if there is other evidence in relation to your claim that is not known to us, you may appeal your claim. If you decide to do so, please submit your appeal in writing. Please clearly outline why you feel the decision is incorrect along with your supporting documentation. Your appeal will then be reviewed, and a response will be provided in writing. If you intend to appeal this decision, we ask that you submit your written appeal to Allianz within 180 days of receiving notice that your claim was denied.
An appeal can be sent to our office via email at [email protected] or by mail to:
Allianz Global Assistance
Appeals Department
P.O. Box 277
Waterloo, ON N2J 4A4
If you are a US customer seeking to appeal your claim, please mail [email protected].
Should you have any questions or concerns at this stage, please reach out to the Client Fair Practices and Protection Advisor for Allianz at [email protected].
Please note that we reserve the right to invoke other terms, limitations, and exclusions upon further review of your file.
Third stage
Should your complaint or claim still remain unresolved following the internal appeals process with Allianz Global Assistance, you may send a request for additional consideration of your complaint or claim in writing to:
For products underwritten or insured by CUMIS General Insurance Company, Sovereign General Insurance Company or Co-operators Life Insurance Company:
By mail: Office of Fair Client Practices
c/o The Co-operators Group Limited
101 Cooper Drive
Guelph ON, N1C 0A4
Email: [email protected]
Phone: 1-877-720-6733
French: Bureau des pratiques équitables
Groupe Co-operators limitée
101 Cooper Drive,
Guelph ON, N1C 0A4
Email: [email protected]
After the Office of Fair Client Practices’ 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 30-60 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 Office of Fair Client Practices is considered the insurance company’s final position.
For products underwritten or insured by RBC:
By mail: Client Complaints Appeal Office ("CCAO Office")
Phone: 1-888-728-6666
Fax: 1-888-844-3331
Contact RBC Online: https://www.rbc.com/customercare/index.html
After the CCAO 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 90 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 CCAO Office is considered the insurance company’s final position.
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 www.giocanada.org.
Note: You must follow the complaint resolution process (described above) before 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 emailing [email protected].
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. You can reach the FCAC by calling 1-866-461-3222 for service in English or 1-866-461-2232 for service in French.