Last Updated: March 2025
Making a complaint about our services
Our complaint examination policy aims to provide a free company procedure for dealing with customer’s complaints fairly. Please raise any issues as soon as they come up; Our objective is to inspire your trust and confidence and would like the opportunity to address your dissatisfaction in a timely manner. Should your complaint need to be escalated, a complaint file will be opened. We keep a record which enables management to govern the complaints we receive.
What is a complaint?
A complaint is defined as an expression of dissatisfaction, about the products or services offered by Aviva Canada, its representatives, or its selling intermediaries.
How do I make a complaint?
You can file a complaint by contacting us using the method most convenient for you. We are happy to help you if help is required to formulate your complaint. Please note that the complaint process does not interrupt the limitation period for taking legal action.
How to reach us:
- Phone : 1-855-268-3711
- E-mail : plainte-complaint.ca@aviva.com
- Address: Complaints, 10 Aviva Way, Suite 100, Markham ON L6G 0G1
Steps in making a complaint
(All provinces, excluding Quebec)
1. Talk to us by starting at the source
Contact your insurance broker, agent, Aviva representative or claims adjuster and advise them of your concerns or complaints. Most issues can be resolved quickly by dealing with individuals closest to the issue.
2. Escalate your Complaint
In situations where you still don’t feel satisfied with the response you have received, you can ask for your issue to be escalated. The Aviva representative that you have been in contact with will refer your issue to a designated complaint handler or management for review. If your issue is unresolved, a business position letter will be issued.
3. Contact Aviva’s Office of the Complaint Examiner “OCE” (formerly the Office of the Ombudsman)
If you are not satisfied, after receiving a business position from the area where the issue originated, you can contact OCE, an internal dispute resolution team that will objectively review all points of view and attempt to find a solution if one is available. If required, they will issue a Final Position Letter. Contact information will be provided in the business position letter or can be found at www.avivacanada.com.
4. Contact the General Insurance OmbudService (GIO)
If you remain unsatisfied with Aviva’s decision, you can refer the matter to the General Insurance OmbudsService (GIO), an independent and impartial conciliation organization that is free of charge. They will open a case for review once you have received a Final Position Letter from Aviva.
Let’s Work Together
We’ll do our best to understand your concerns and assist you. Please note that conduct such as harassment, threats, abusive language, and rude or discriminatory remarks are unhelpful in serving you and we have a zero-tolerance policy.