Complaints Procedure

Our goal is to provide excellent service, but we recognize that there may be occasions when you feel we could do better.

We have developed a formal complaint* handling protocol to assist you in understanding the steps we will undertake to help resolve any dispute which may arise with a product or service. We are not your insurance company, we are your insurance broker, and it is our goal to assist you in dealing with your insurance carrier.

All complaints will be handled in a professional manner. It is our goal to resolve your complaint as quickly as possible. Please follow the steps below to log your complaint with Zensurance; include your full name, address, and telephone number. In addition to providing the details of your complaint, please provide your policy or claim number. We will work very diligently to provide a response, and to hopefully resolve the problem to your satisfaction.

A ‘Complaint’ is, the expression of at least one of the following elements that persists after being considered and examined at the operational level capable of making a decision on the matter:

• A reproach against an organization
• The identification of real or potential harm that a consumer has experienced or may experience.
• A request for remedial and/or additional action.

The first step is to discuss your complaint directly with the Zensurance representative that arranged your policy.

• Explain the situation, outlining the concerns you may have and how would the matter be resolved.
• Be as detailed as possible by providing information pertinent to the issue, including policy or claim number.

If you still are not satisfied with the handling of your complaint, you can reach our Sales Management at complaints@zensurance.com, or in writing at:

Sales Management
Zensurance Brokers Inc.
111 Peter Street
Toronto, ON, M5V 2H1

Please provide all the information requested in Step 1 above, if you have not already done so. We will respond in writing to a formal complaint.

If you are still dissatisfied with the outcome, you could contact your insurer. Please check your policy document for the name and contact information of your insurance company; if your complaint goes to the wrong carrier, they may not respond. Each insurance company has an Ombudsman with whom you can file a complaint.

Check your policy to see who your Insurance Company is:

Travelers Canada: https://www.travelerscanada.ca/consumer-complaints

Tokio Marine Canada: https://tokiomarinecanada.com/complaints/

Lloyd’s Underwriters

Attention: Complaints Officer:
1155 rue Metcalfe, Suite 2220
Montréal (Québec) H3B 2V6
Tel: 1-877-455-6937
E-mail: info@lloyds.ca

Your complaint will be directed to the appropriate business contact for handling.

They will write to you within two business days to acknowledge receipt of your complaint and to let you know when you can expect a full response.  If need be, internal staff in Lloyd’s Policyholder and Market Assistance Department in London, England will be engaged, who will respond directly to you, and in the last stages, they will issue a final letter of position on your complaint.

Alternatively, or if you no longer have insurance through Zensurance, you have the right to continue your pursuit to have your complaint reviewed by the General Insurance OmbudService (GIO). The GIO (www.giocanada.org) can be reached at  1-877-225-0446.

* General Terms and Definitions

A ‘Complaint’ is defined above.

A Complainant is defined as, all current and prospective customers of insurance products (known under Canadian law as a Consumer), who make a Complaint.

You may make a complaint either in writing, by email or by telephone to us. If you make a complaint by telephone, please identify that you are making a ‘formal complaint’, and we will document in writing the details of your complaint, and a copy will be kept within the complaint file.

The initial expression of dissatisfaction by a consumer, whether in writing or otherwise, will not be considered a Complaint where the issue is settled in the ordinary course of business. However, in the event the Consumer remains dissatisfied and the above protocol is followed, then it will be considered as a Complaint.