AGCS Canada - Complaint 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 your issue or complaint involves a policy issued through or administered by Allianz Global Assistance Canada (“AGA”), please contact AGA using the contact information on the explanation of benefits or claims decision letter you received and follow the AGA complaint resolution process. For more information on AGA’s complaint resolution process, please go to https://www.allianz-assistance.ca/en_CA/customers/complaint-resolution-process.html

If you, as the insured or broker of record, have been unable to resolve your AGCS complaint through business communications with your primary AGCS Canada 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.

First Stage: Appeal Decision

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 Risk US Insurance Company (Canadian Branch)
Attention: Chief Agent
1600-130 Adelaide Street West
Toronto, ON, Canada M5H 3P5

By fax
416-849-4555

By email
AGCSCommunication@agcs.allianz.com

Second Stage: Complaint Handling

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

By mail
Ombudsperson
Allianz Global Risk US Insurance Company (Canadian Branch)
1600-130 Adelaide Street West
Toronto, ON, Canada M5H 3P5

By email
ombudscanada@agcs.allianz.com

Phone
416-915-1956

By fax
416-849-4555

After the Ombudsperson’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 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.

Third Stage: External Resource 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 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 Authorité des marches financiers (AMF). You can reach the AMF by calling 1-877-525-0337 or by email at: renseignement-consommateur@lautorite.qc.ca

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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AGCS Canada’s Complaint Handling Procedure