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COMPLIMENTS AND COMPLAINTS

Share your feedback

We want to provide you with the best experience possible. Let us know what we’re doing well and where we can improve.

Compliments and complaints

Have a compliment, complaint, or general feedback you’d like to share? Fill out the form below to send us your feedback and we will get back to you within 3 business days.

If you’ve already reached out to us and we are unable to solve your concern, or you do not agree with the final decision, you may choose to escalate your complaint.

Name
Email address
Phone number
Policy number (optional)
What kind of feedback would you like to share?
Please share your feedback below:

How to escalate a complaint

We try our best to make sure you have the best experience. However, if you are not satisfied with how we handled your complaint and want to escalate further, here’s what you can do:

Step 1: Contact the Office of the Ombudsperson

This will require that:

  • You have tried to resolve the complaint with us first, and
  • You have a written account of your complaint.

The office of the Ombudsperson will acknowledge receipt of your complaint or concern within 2 business days. Then, they will investigate the complaint, and respond within 10 business days. If more time is required to investigate, they may extend their response time to 30 days.

Email: ombudsman@verassure.ca

Phone: 1-800-268-9680 

Toronto: 416-350-4400

Mail: Office of the Ombudsperson
Verassure Insurance Company
105 Adelaide Street West, 3rd Floor
Toronto, ON M5H 1P9

Step 2: Escalate your complaint to the General Insurance OmbudService

If the Office of the Ombudsperson is not able to resolve a complaint, then you have the right to have your complaint reviewed by the General Insurance OmbudService.

Frequently asked questions

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If you don’t agree with the settlement of your claim, make sure to let your adjuster know right away. Your adjuster will try to resolve the issue with your carrier. As our customer, we want to take care of you.

If you still aren’t satisfied, you can file a complaint.

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The Ombudsperson is a neutral third party who objectively reviews complaints. They may work with you and Onlia to gather information and investigate the complaint to determine if there is another possible resolution.

If you are not satisfied after the Ombudsperson’s resolution, then you have the right to have your claim reviewed by the General Insurance OmbudService.

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