CAA Insurance Complaint Resolution.
Every customer is welcome to request a transfer or return call from our Customer Relations Team (CRT).
Contact the Customer Service Team at 1-877-222-1717 and ask to be transferred to the CRT. You may also email CRT at: crt@caasco.ca
Claims Escalations:Claims Escalations can be escalated to the Customer Relations Team (CRT). Contact the Customer Service Department at 1-877-222-1717 and ask to be transferred to the CRT team. You may also email CRT Claims at: crtclaims@caasco.ca
Second Step:If your concern is still unresolved with the CRT Team, you may further escalate to the Office of the Ombudsperson.
The CAA Insurance Ombudsperson will conduct an unbiased review and investigate your concern. The objective of the review is to ensure your complaint is reviewed in a fair, equitable and impartial manner.
What information should be included when reporting a complaint to the Ombudsperson.
Customers should provide us with their Name, Address, Telephone number, Policy number and or Claim number and a Description of your concern.
You may contact the Office of the Ombudsperson by:
Email: ombudsperson@caasco.ca
Telephone: 905-771-3393 or Toll Free: 1-800-268-3750 Ext. 23393
or in writing to:
CAA Ombudsperson
60 Commerce Valley Drive E.
Thornhill, ON
L3T 7P9
Once a complaint has been submitted, the Ombudsperson office will open a file and conduct a policy review and act as a liaison between yourself and with any related parties. Upon completion of the review, the Ombudperson will provide you with a formal response. If you are still not satisfied with the outcome, a Final Position letter will be issued to explain the company’s decision.
Please contact your Broker as they may be able to help you to address your concerns. Your Broker contact information is noted on your Insurance Policy Documents.
Claims Escalations:You may speak with your Broker or for Claims Escalations, contact the Customer Relations Team (CRT).
Contact the Customer Service Department at 1-877-222-1717 and ask to be transferred to the CRT team. You may also email CRT at: crt@caasco.ca
Second Step:If your concern is still unresolved with the CRT Team and/or Broker, you may further escalate to the Office of the Ombudsperson.
The CAA Insurance Ombudsperson will conduct an unbiased review and investigate your concern. The objective of the review is to ensure your complaint is reviewed in a fair, equitable and impartial manner.
What information should be included when reporting a complaint to the Ombudsperson.
Customers should provide us with their Name, Address, Telephone number, Policy number and or Claim number and a Description of your concern.
You may contact the Office of the Ombudsperson by:
Email: ombudsperson@caasco.ca
Telephone: 905-771-3393 or Toll Free: 1-800-268-3750 Ext. 23393
or in writing to:
CAA Ombudsperson
60 Commerce Valley Drive E.
Thornhill, ON
L3T 7P9
Once a complaint has been submitted, the Ombudsperson office will open a file and conduct a policy review and act as a liaison between yourself and with any related parties. Upon completion of the review, the Ombudperson will provide you with a formal response. If you are still not satisfied with the outcome, a Final Position letter will be issued to explain the company’s decision.
What happens next...
If you wish to pursue the matter further, you may contact the General Insurance OmbudService (GIO), which helps resolve disputes between insurance companies and their customers, for home, automobile and business insurance issues in Canada (including customers in Quebec). GIO is an independent dispute resolution service and there is no charge for their services. The GIO will determine if your issue falls within their mandate. You can access GIO by phone, mail, e-mail, fax or through their website.
Our Ombudsman’s office will work with the GIO and all applicable provincial and federal regulators in order to resolve the issue as effectively as possible. The GIO may make non-binding recommendations to resolve your dispute.
You may reach the General Insurance OmbudService at:
The General Insurance Ombudservice (GIO)
Phone: 1-877-225-0446
Email: info@giocanada.org
Fax: 1-416-299-4261
Website: www.giocanada.org
Mail and Courier:
4711 Yonge St.
10th Floor
Toronto, ON M2N 6K8
This is a mailing address only (no appointments or visits accepted)*
Ontario Provincial Regulator.
In Ontario, the customer can also reach the Financial Services Regulatory Authority of Ontario (FSRA) if they have a complaint. FSRA can be reached at 1-416-250-7250 or Toll Free at 1-800-668-0128, by email at contactcentre@fsrao.ca, or by fax at 1-416-590-8480.
Other Helpful Links:
CAA Insurance Company is committed to protecting your rights. These include the right to be informed fully, to be treated with respect, to timely claims handling and complaint resolution, and to privacy.
Consumer Code of Rights and Responsibilities.
For Privacy complaints:
Chief Privacy Officer
60 Commerce Valley Drive E.
Thornhill, Ontario
L3T 7P9
Toll-free: 1-800-268-3750 ext. 25043
Email: privacy@caasco.ca