Complaint Handling Procedure

Our focus is on earning and maintaining customer loyalty through superior service. However, we understand that despite our best efforts, we may not always meet our customer's expectations. If you are not satisfied with any aspect of our service, internal complaint handling procedures are in place to deal with your concerns effectively and in a timely manner.

If you, as the insured or broker of record, have been unable to resolve your Allianz Commercial complaint through business communications with your primary Allianz Commercial contact in the ordinary course, here's how you can escalate your concern.

Please provide as much relevant information as possible, including your policy number, summary of your complaint and any actions already taken to address the issue, if any.

In case your complaint is related to violations of human rights or environmental-related standards, please click here to find all relevant information and the link to our online reporting channel.

We make all decisions based on the information we receive.  If you believe our decision is incorrect you may appeal. If you receive new information that you believe is relevant to our decision, please send it to us for review. We will review any new information we receive as part of your appeal. 

To appeal, please note that you must submit this in writing with any new supporting documentation to:

By mail

Allianz Global Risks US Insurance Company (Canadian Branch)
Attention: Chief Agent
2300-130 Adelaide Street West
Toronto, ON, Canada M5H 3P5

By email

[email protected]

Should your complaint or claim still remain unresolved following the internal appeals process with Allianz Commercial, you may request additional consideration of your complaint or claim in writing to:

By mail

Complaints Officer 
Allianz Global Risks US Insurance Company (Canadian Branch)
2300-130 Adelaide Street West
Toronto, ON, Canada M5H 3P5 

By email

[email protected]

Phone

416-915-1956

You will receive a written acknowledgment of the Complaints Officer’s receipt of your complaint within 10 business days. The Complaints Officer will initiate the company’s complaint examination process which may entail seeking further details or information from you. After the Complaints Officer’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 60 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 Ombudsperson is considered the insurance company’s final position. Unless you subsequently present any new and relevant information that was not already previously reviewed, your case will not be reopened.

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 giocanada.org.

Note: You must follow the insurance company’s Complaint Handling Procedure (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 Autorité des marches financiers (AMF). You can reach the AMF by calling 1-877-525-0337 or by email at: [email protected].

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.