Ombudsman – Complaint Resolution Assistance

The Economical Insurance Group^® (Economical) aims to provide superior customer service and high quality insurance products.

Economical has developed a formal Complaint Handling Protocol in accordance with the Insurance Companies Act of Canada to ensure customers' concerns are handled effectively by experienced company representatives. The protocol will assist in understanding the levels of service available to you and when each level should be utilized. To see a complete copy of this document please use the following link.

COMPLAINT HANDLING PROTOCOL LINK

Working together, we'll find an answer.

Where you should start
Your primary contact for any insurance concern is your independent insurance broker, the individual from whom you purchased your insurance. This representative is a licensed insurance professional who is in the position to provide you with independent insurance advice. Often they are able to provide clarification prior to elevating your concerns directly to Economical representatives. Please use the following link to obtain the contact information for your insurance broker.

BROKER CONTACT INFORMATION LINK

If your broker is unable to provide resolution and or clarification surrounding your concern, please call your nearest Economical office location for assistance. Please use the following link to obtain contact information for all of our offices.

OFFICE CONTACT INFORMATION LINK

If your concerns remain unresolved, please contact the Office of the Ombudsman directly.

Before contacting the Office of the Ombudsman we ask that you consider two important items.

The type of concerns we are not able to address
The Office of the Ombudsman is in the position to assist with many concerns however assistance in the following areas cannot be provided:

• the cost of insurance and rates (outside of Alberta)
• the availability of insurance
• dispute settlement procedures as required by law or designated regulatory authorities, and
• matters that have been, or are, before the courts.

If your concern relates to any of the preceding items, please discuss with your broker.
 
The right process for having your concerns addressed
The Complaint Handling Protocol must be followed in addressing your concern. Please ensure that you have taken the appropriate steps prior to approaching the Office of the Ombudsman. If all the steps have not been taken, your concerns will be referred to the appropriate level of support.

For your convenience, we have developed an on line submission form which provides direct access to the Office of the Ombudsman. This system will allow you to include all information required to have your concern addressed efficiently and in accordance with our Complaint Handling Protocol. Please use the following link to open a submission page.

COMPLAINT RESOLUTION SUBMISSION FORM

If you are unable to use the Ombudsman Complaint Resolution Assistance link, please use the following contact information to contact the Office of the Ombudsman.

Note:
If after following the above process, your concern remains unresolved, you may elect to contact an external agency to assist you further.

The General Insurance OmbudService (GIO) is a federal agency that may assist you in finding a resolution. They can be contacted by calling 1-877-225-0446. Further information about the GIO is available at www.giocanada.org

For issues within Quebec, the Aurorite Des Marches Financiers (AMF) is there to provide support. They can be contacted toll free at 1-877-525-0337. Further information about Aurotire Des Marches Financiers is available on their website at www.lautorite.qc.ca.

TEIG is a member of the General Insurance OmbudService (GIO) and the Aurorite Des Marches Financiers (AMF)