Everest Insurance Company of Canada - Complaint Handling Protocol

Everest Insurance Company of Canada is committed to providing all of our customers with excellent customer service.

On occasion a customer may feel they have not been treated fairly, or there may simply be a misunderstanding that needs to be resolved. Everest Insurance Company of Canada has implemented this Complaint Handling Protocol to ensure that customer complaints are dealt with in a fair and timely manner.

The first step is to discuss your complaint directly with the broker who arranged your policy. Explain your situation, outlining the concerns you may have and how you would like the matter resolved. Be as detailed as possible by providing information pertinent to the issue, including your policy or claim number.

If you are still dissatisfied with the response after speaking with your broker, you may submit your complaint to the Complaints Liaison Officer (“CLO”) for Everest Insurance Company of Canada by mail to:

Complaints Liaison Officer
Everest Insurance Company of Canada
130 King Street West, Suite 2620
Toronto, Ontario, M5X 1C7

Or, via electronic mail to consumercomplaints@everestglobal.com

You also have the right to obtain assistance from Everest Insurance Company of Canada in filing your complaint. If you are a Québec insured, you may also file your complaint using the Autorité des marchés financiers (“AMF”) form found at the following link:https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-plainte-an.pdf

The CLO will acknowledge receipt of your complaint and review your complaint to ensure they have a full and proper understanding of your position.

They will then investigate the situation, keeping you informed along the way. The CLO may request additional documentation and information from you in relation to your complaint. The CLO will provide you with a final response within 30 days from receipt of the complaint, unless exceptional circumstances apply warranting an extension for the delivery of our final response. In such cases, a final response will be provided within 90 days of receipt of your complaint.

If you have any questions with respect to our complaints handling process, you may reach out to the CLO at: consumercomplaints@everestglobal.com

If you feel we have not resolved your complaint satisfactorily you may contact the General Insurance OmbudService (“GIO”), which assists in the resolution of conflicts between insurance customers and their insurance companies. The contact information for the GIO is:General Insurance OmbudService

4711 Yonge Street
10th Floor
Toronto, ON  M2N 6K8
1.877.225.0446

For further information about the GIO, please visit their website at www.giocanada.org

In Québec you may also utilize the services the AMF. If you feel Everest Insurance Company of Canada has not resolved your complaint satisfactorily, you may request to have a copy of the file sent to the AMF. The AMF will study your file and may recommend mediation, if appropriate and agreed to by both parties. The AMF can be reached at the following:

Autorité des marchés financiers (AMF)
Montréal Telephone: (514) 395-0337
Québec City Telephone: (418) 525-0337
Toll-free: 1.877.525.0337
Fax: 1.877.285.4378 (Toll Free)
Website: www.lautorite.qc.ca/en/index.html

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.

Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: General Insurance OmbudService (contact information above)

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: https://www.canada.ca/en/financial-consumer-agency.html

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

Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
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