Office of the Ombudsman
As an Aviva customer, your satisfaction is important to us
If you are unhappy with a product or the level of service you have received from Aviva, we want to help you.
The Office of the Ombudsman undertakes an impartial review of complaints from customers that could not be resolved in the first three steps of Aviva Canada’s Complaint Resolution Process.
To ensure that your complaint is handled as efficiently and fairly as possible, please follow the steps below.
Aviva Canada’s Complaint Resolution Process:
Start at the source
Start with your broker, agent or claim adjuster and advise them of your concerns. Often, they can help you resolve them.
Escalate to a manager
If you continue to be dissatisfied with the outcome, ask to speak to an Aviva Manager to escalate your complaint. Or, have your broker escalate it within Aviva.
Request a Business Position
At this point if you are still not happy, request a Business Position (in the form of a letter or email) from the Manager. This should indicate the outcome of your complaint.
Escalate to the Office of the Ombudsman
Contact The Office of the Ombudsman via the online form, being sure to provide a copy of the Position you received.
The Office of the Ombudsman has a team of Complaint Investigators that work with the Ombudsman to review your complaint.
How the Ombudsman Team will help you
To submit a complaint to the Office of the Ombudsman, you will be required to outline the following:
- What your complaint against Aviva Canada is;
- The impact your complaint has had on you; and,
- What your requested outcome is
Once a written complaint is received, the Ombudsman Team will carry out an assessment to confirm the matter falls within the mandate of our office. If it is within our mandate, we will act as a trusted intermediary between you and all departments within the Aviva Group of Companies to try to resolve your complaint. We will act as an advocate of fairness and will open an investigation into your escalated complaint to assess the issue objectively. We will attempt to find a solution or offer a resolution if one is available. Alternatively, we will provide education and clarification on the final position of the company. If required, we will provide you with a Final Position Letter that outlines the next steps in the complaint process.
Contact a member of the Office of the Ombudsman at:
|Online form||Toll free|
|Make a Complaint Online||10 Aviva Way, Suite 100
Markham, Ontario, L6G 0G1
Our commitment to protecting your privacy
It is 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.
Independent assistance: General Insurance OmbudService
If you wish to pursue the matter further, you may contact the General Insurance OmbudService (GIO), which helps resolve conflicts between insurance companies and their customers, for home, automobile and business insurance issues.
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.
The GIO does not provide compensation or monetary award and its services are non-binding.
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: www.fcac-acfc.gc.ca