Complaint Resolution Process

Chubb* is known worldwide for its superior products and customer service. If you have a complaint, we would appreciate you letting us know and giving us the opportunity to resolve your concerns. At Chubb we take any complaint seriously and promise to address your complaint in a timely and professional manner. Retaining your confidence and loyalty is key to us.

If your complaint involves a privacy issue, please refer to our Privacy Policy.

If your complaint involves an accessibility issue, please refer to our Accessibility Policy.

Quebec consumer complaints:

For Quebec consumer complaints please refer to our Complaint Resolution Process – Quebec

There are 4 steps to resolving your complaint:

Step 1. Let Us Know
Step 2. Talk to Management
Step 3. Contact Chubb’s Complaints Officer
Step 4. Review by an External Organization

Step 1: Let Us Know

If you have a complaint, your first step should be to contact the Chubb representative who originally assisted you. It is often the case that a solution can be reached faster when you speak directly with the person responsible for your business. If you are represented by a broker, you may wish to involve them at this stage. Your broker works for you and can assist you. Chubb's employees are knowledgeable and experienced and will be able to answer your questions, explain decisions or offer suggestions for resolution. Explain your circumstances and how you would like the matter resolved. Please provide details, such as your name, contact numbers, email address, policy number, specific nature of your complaint and supporting documents.

If an agreement cannot be reached within a timeframe acceptable to you, you should proceed to Step 2 of the complaints process.

Step 2: Talk to Management

If you are dissatisfied with the response in Step 1 of the complaint process, you can ask to speak to that individual’s manager. A manager or another senior person directed by management will review the decision and discuss it with you.

If an agreement cannot be reached within a timeframe acceptable to you after management review, you should proceed to Step 3 of the complaints process.

Step 3: Contact Chubb’s Complaints Officer

If you have gone through the first two steps and remain dissatisfied, you can contact Chubb's Complaints Officer who is an employee of Chubb that is on, and supported by, the Compliance team. This individual has been appointed to assist you with complaints that could not be resolved with management in Step 2, provide an impartial review, and to act as an independent internal mediator.

All requests for reviews must be sent in writing to Chubb’s Complaints Officer. The correspondence should include:

• Your name, address and policy number;
• A phone number where you can be reached during normal business hours;
• The nature of the dispute;
• A description of your expectations - what you would like Chubb to do to resolve your concern;
• Supporting documents, relevant dates and the name of the employee or representative involved;
• You may also want to set out the steps you've taken up to this point to try to reach a satisfactory resolution.
   

Address: 199 Bay Street, Suite 2500
P.O. Box 139 Commerce Court Postal Station
Toronto, ON M5L 1E2
Email: complaintscanada@chubb.com

Upon receiving your written request, our team will endeavour to provide our final position in response to your complaint within 30 days. If the complaint cannot be addressed within this time period, you will be advised why a delay is necessary and when you can expect a response.

Chubb’s Complaints Officer will make sure the complaint process has been followed and that your complaint has been properly and fairly considered within Chubb. Our final position will be provided in writing setting out our decision, an explanation of our final position, and details of how you can escalate your complaint outside of Chubb for review by an external organization (per Step 4 below) if our final position is not satisfactory to you. 

Step 4: Review by an External Organization

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.

If you have a problem with a financial product or service, you may file a complaint with Chubb’s Complaints Officer. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body: 

General insurance complaints:

General Insurance OmbudService
4711 Yonge Street, 10th Floor,
Toronto, ON  M2N 6K8
Toll Free Telephone: 1-877-225-0446
www.giocanada.org

Life, health and accident complaints:

OmbudService for Life & Health Insurance (OLHI)
20 Adelaide Street East, Suite 802, PO Box 29
Toronto, Ontario M5C 2T6
Toll Free Canada 1-888-295-8112
Toll Free Quebec 1-866-582-2088
www.olhi.ca

Quebec consumer complaints:

As noted above, for Quebec consumer complaints please refer to our Complaint Resolution Process – Quebec. Quebec consumers may ask the Complaints Officer to transfer their file to the Autorite at any time if they are not satisfied with the process.

Autorite des marches financiers
Place de la Cite, tour Cominar
2640, boulevard Laurier, bureau 400
Quebec, Quebec G1V 5C1

800, square Victoria, 22e etage
C.P. 246, tour de la Bourse
Montreal, Quebec H4Z 1G3

Telephone, Quebec City: 418-525-0337
Telephone, Montreal: 514-395-0337
Toll Free Telephone: 1-877-525-0337

https://www.lautorite.qc.ca/en/index.html

If you want to know your rights or need information about Chubb’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: 1-866-461-FCAC (3222)

For service in French: 1-866-461-ACFC (2232)

For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.

Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address: Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor Ottawa ON K1R 7Y2

*Chubb includes Chubb Insurance Company of Canada and the following affiliated companies: Chubb Life Insurance Company of Canada and the Canadian branch of Federal Insurance Company.