How to Make a Complaint
The Dominion works hard to earn and maintain the trust and loyalty of our policyholders. If you are a consumer who has requested or received a product or service from The Dominion and you are not satisfied with the service you receive, we want to hear from you. We have developed the following complaint process, to ensure that consumer complaints are handled promptly and efficiently.
If you have a complaint, your first step should be to contact your broker. The Dominion deals only with independent insurance brokers because independent brokers offer product choice and professional advice. Your broker can also provide contact information for The Dominion, if required.
If, having talked to your broker, you still wish to make a complaint with The Dominion:
STEP 1 - Contact The Dominion
If you know the name of The Dominion representative who is responsible for your policy or claim, please contact that person directly. If you are unsure of who to contact, ask your broker to provide you with general contact information for The Dominion, or to refer you to the Underwriter or Claims Service Representative assigned to your file. Alternatively, visit the Office Locations section of our website, www.thedominion.ca, for contact information.
Before calling, have details and papers ready, including your policy number. In speaking with The Dominion representative, explain your concerns, listen and ask questions. Explain your circumstances and the outcome you are seeking. The Dominion's employees are knowledgeable and experienced, and in most cases will be able to answer your questions, explain our decisions and work with you to achieve an outcome.
STEP 2 - Ask for Management Review
If, at the end of Step 1, you want to proceed further with your complaint, the representative with whom you spoke in Step 1 will arrange for your complaint to be reviewed by management. A manager, or another senior person directed by management, will review your complaint and discuss it with you.
If you are still not satisfied after the review by management, the manager will provide you with an explanation of The Dominion's position in writing, confirming that your complaint has gone through The Dominion's complaint process and advising you of options available outside of The Dominion.
STEP 3 - Review by an External Body
If, after you have gone through The Dominion's complaint process, you want further assistance with your complaint, you may contact The General Insurance OmbudService (GIO). The GIO is a Canada-wide external independent body that can assist consumers with most disputes involving complaints about property, automobile or business insurance, that consumers have been unable to resolve with their insurer. For more information regarding the GIO or to determine if your complaint falls within its mandate, visit its website at www.giocanada.org, or call toll free, 1-877-225-0446.
Having trouble accessing our complaint process?
The Dominion Ombudsman is an employee of The Dominion who can assist you in understanding, accessing or following the complaint process. The Dominion Ombudsman will also ensure you understand how you can escalate your complaint outside of The Dominion.
You may also contact The Dominion's Ombudsman to provide feedback regarding the way The Dominion provides services to people with disabilities.
To contact The Dominion Ombudsman:
Phone Toll Free 1-800-268-8447, ext. 2510 or (416) 947-2510
Confidential Fax (416) 366-6229
Mail Ombudsman, c/o The Dominion of Canada General Insurance Company
165 University Avenue, Toronto, ON M5H 3B9
Email ombudsman@thedominion.ca
Please note that email is not considered a secure mode of communication. For the security of your sensitive or confidential personal information, consider the appropriate method of communication.
To print a copy of this document, click here.
The Dominion has filed this complaint procedure with The Financial Consumer Agency of Canada (FCAC). The FCAC is a Canada-wide independent government body that regulates consumer provisions relating to financial services, including insurance. If you have a complaint regarding The Dominion's complaint handling procedure or a consumer provision, you may raise these concerns with the FCAC. The FCAC can provide you with tips on how to make a complaint, but it does not get involved in individual disputes. For more information or to contact the FCAC, visit its website at
www.fcac-acfc.gc.ca, or for service in English call toll free, 1-866-461-FCAC (3222) or (613) 996-5454, or write to the FCAC at 427 Laurier Avenue West, 6th Floor Ottawa ON K1R 1B9.