Tell us about your complaint
Your feedback matters.
Let’s make things right.
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?
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.
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:
- 1-855-268-3711
- This line accepts complaints only. For questions or support unrelated to complaints, let's connect through our Contact us page.
- plainte-complaint.ca@aviva.com
- Make a complaint online
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:
- 1-877-689-3634
- plainte-complaint.ca@aviva.com
- Office of the Complaint Examiner
- 10 Aviva Way, Suite 100
Markham, Ontario, L6G 0G1
- 10 Aviva Way, Suite 100
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.
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)
Aviva Canada has filed its complaint procedure with the Financial Consumer Agency of Canada (FCAC), an independent government body that regulates consumer provisions relating to financial services, including insurance.
If you have a concern about the way Aviva Canada handled your particular issue, you may contact the FCAC for information on how to address the situation. The FCAC determines the nature of a complaint and if there is a breach of the law, it takes action to ensure compliance by the financial institution.
The FCAC does not provide personal redress (i.e., compensation or monetary award); its focus is to ensure that institutions comply with the law.
For more information, visit: https://www.canada.ca/en/financial-consumer-agency.html
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.