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 expresses a reproach or dissatisfaction with our services or a product we offer and an expectation on your part that we will take steps to remedy the situation.
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.
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
(Quebec -Only)
We handle complaints where a satisfactory solution can be reached within 20 days via a simplified process. We consider a complaint to be resolved to your satisfaction if you accept the proposed solution and/or the explanation(s) we provide.
As part of this process, these complaints will be handled within the business area where the issue originated.
If we are unable to propose a solution or provide explanations to resolve your complaint within 20 days, or if the nature or complexity of your complaint does not lend itself to this process, we will inform you in writing. Your complaint will continue to be processed in accordance with the complaint handling steps detailed below and will be transferred to the Office of the Complaint Examiner.
We also have a standard complaint-handling process (managed by the Office of the Complaint Examiner at Aviva)
1. We will confirm receipt of your complaint
We will send you a written acknowledgement within 10 days of receiving your complaint.
2. We will examine the complaint
The Office of the Complaint Examiner will make sure that we understand your complaint and your expectations of Aviva. If necessary, we will contact you to request additional information as part of our examination.
3. We provide a final position letter
We will provide you with a Final Position Letter within 60 days, including any time spent attempting to resolve your complaint through the simplified process (if applicable). In this response, we will explain our review of your complaint, the reasons for our response, and, where possible, the solution we propose to resolve your complaint.
Resolution Offers
If you’re presented with an offer to resolve your complaint, we will provide you with reasonable amount of time for you to evaluate the offer we are making and allow you to obtain the advice you need to make an informed decision, then respond accordingly.
If/Once you choose to accept the offer, we have 30 days to make good on it, unless we agree on a different timeframe when it is in your best interest.
Timeline Extensions
It may happen the examination of your complaint is extended up to another 30 days, for a total of 90 days. This may happen in exceptional circumstances, or if your complaint is lengthier or more complex than anticipated and we need additional time for our investigation. If this is the case, we will notify you in writing, specifying the reasons for the additional delay.
Please contact us if you have any questions or comments about our response.
4. Examination of the complaint file by the Authority des marchés financier (AMF) and/or The General Insurance OmbudService (GIO)
We create a file for each complaint. In this file, we keep all the information or documents needed to process your complaint. You may take additional steps external to Aviva, without beginning a court action, both of which are free-of charge.
A) Autorités des marchés financiers (AMF) – NOTICE
You may contact us to request that the AMF review your complaint file at any time if you are dissatisfied with the way we have handled your complaint or with the response we have provided. We are obliged to forward your complaint file to the Autorité within 15 days of your request.
Once your file is transferred, the AMF will examine it and recommend dispute resolution services, if deemed appropriate.
The AMF can be contacted by visiting The AMF Website, completing this Form, or calling 1-877-525-0337.
B) GIO
If you remain unsatisfied with Aviva’s decision, you can refer the matter to the GIO, an independent and impartial conciliation organization. They will open a case for review once you have received a Final Position Letter from Aviva.
Lastly, please note that transferring your file to the AMF or to the GIO does not interrupt the prescriptive period for civil remedies.
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.