Customer Support at Wynward

If you are not satisfied with the level of service you have received, we encourage you to give us your input and feedback.

Prior to reaching out, please have the following information gathered:

• Your policy number and / or claim number (if applicable)
• The name(s) of any employees or others involved, that you have spoken to
• The details of your concern

The first step to discussing your concerns would be to:

• Contact your Insurance Broker – they are licensed and ready to help you understand the Insurance process and will work with you to ensure that issues are resolved as quickly as possible.
• Contact your Adjuster (or Claims Examiner if applicable) – if a claim is involved, the adjuster will have first hand knowledge of the claim and can work with you to resolve the issues.

Secondly:

• Ask to speak to a Wynward Manager – If your concern is not resolved after speaking to your broker or adjuster, ask for your concern to be elevated to the appropriate Manager. Our Managers are committed to responding to you as quickly as possible.

Thirdly:

• If you have received a final position letter and are still not satisfied with the proposed resolution, you can contact our Ombudsperson for an independent review. The Ombudsperson’s role is to review customer concerns carefully and objectively, with the goal of finding a suitable resolution.
• Please note that the Office of the Ombudsperson will not review a concern that has not gone through Steps 1 & 2. All correspondence must be in writing.
• You may reach the Office of the Ombudsperson by:

Mail
Office of the Ombudsperson
1240 – One Lombard Place
Winnipeg, MB R3B 0V9

E-mail
ombudsperson@wynward.com

Telephone
1-800-665-3351

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.

If you have a problem with a financial product or service, you may file a complaint with Wynward Insurance Group. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body:

General Insurance OmbudService (GIO)

Mail
General Insurance OmbudService
4711 Yonge Street
Toronto, ON M2N 6K8

Telephone
1-877-225-0446

Website
www.giocanada.org

If you want to know your rights or need information about Wynward Insurance Group’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

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