Tell us about your complaint

Your feedback matters.
Let’s make things right.

Tell us about your complaint

Your experience matters

As an Aviva customer, your satisfaction is important to us. We welcome your feedback on our products and services and are dedicated to addressing any concerns or complaints fairly and professionally.

If you have feedback about our accessibility plan and/or measures, please go to step 3.

How can we help?

1

Talk to us

Most problems can be resolved quickly with those closest to the issue. Contact your insurance representative or claims adjuster and advise them of your concerns or complaints. For accessibility concerns, please visit step 3.

2

Request a review

If you’re not happy with the answer you received in the previous step, our designated complaint handler or manager can help with a resolution and share their position on the matter. 

Select one of the following ways to get started:

3

Escalate your complaint

If a satisfactory resolution can’t be reached, you can ask that the matter be referred to Aviva’s Office of the Complaint Examiner (OCE).  They 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.

They will examine a complaint once the business unit involved has reviewed it or where required in Quebec.

You can contact OCE in the following ways:

If you’re still unhappy

If you’re still unsatisfied with Aviva’s decision, you can refer the matter to the General Insurance OmbudsService (GIO) who will open a case for review once you have received a Final Position Letter from Aviva. 

The GIO helps resolve conflicts between insurance companies and their customers, for home, automobile and business insurance issues, free of charge.

GIO uses neutral and professional mediators and experienced customer service officers to reach a solution that is in the best interest of customers and their insurance companies, in a fair, independent and impartial environment.

Learn more about GIO

1-877-225-0446


NOTE:  

For clients in Saskatchewan, you may also contact the Superintendent of Insurance:

Mail:

Financial and Consumer Affairs Authority of Saskatchewan

Insurance and Real Estate Division

Attention: Superintendent of Insurance

Suite 601-1919 Saskatchewan Drive

Regina, SK S4P 4H2

E-mail: fcaa@gov.sk.ca

Phone: 1-306-787-6700

Fax: 1-306-787-9006

NOTE:  

The Autorité des marchés financiers (AMF) provides a complaint process for Quebec clients. They can be reached by using the link to their website or calling 1-877-525-0337.

Let’s keep the conversation respectful

We’ll do our best to understand your concerns and assist you with resolving your complaint.  Please note that conduct such as harassment, threats, abusive language, and rude or discriminatory remarks are unhelpful in serving you and will not be tolerated. 

Learn more about our Complaint Examination and Dispute Resolution Policy
 

Our commitment to protecting your privacy

Aviva values your privacy and is committed to protecting your Personal Information. We will protect the information you submit in accordance with the Aviva Privacy Policy. Our Privacy Policy sets out principles on the collection, retention, use and disclosure of Personal Information.
 

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 Aviva Canada. 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 OmbudService.

If you want to know your rights or need information about Aviva Canada’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: http://www.canada.ca/fcac

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

Phone:

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

Submit a complaint online

It’s not permitted to make a complaint on behalf of another person without consent. Aviva reserves the right to request proof of identity and check the accuracy of the information provided in support of your complaint.

Include dates, the names of people and suppliers involved, telephone numbers you've called and any additional information that may help investigate the problem.


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