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Complaint Resolution Process

Chubb* is known worldwide for its superior products and customer service. If you have a complaint, we would appreciate you letting us know and giving us the opportunity to resolve your concerns.  At Chubb we take any complaint seriously and promise to address your complaint in a timely and professional manner.  Retaining your confidence and loyalty is key to us.

If your complaint involves a privacy issue, please refer to our Privacy Policy.

If your complaint involves an accessibility issue, please refer to our Accessibility Policy.

There are 4 steps to resolving your complaint:
Step 1. Let Us Know
Step 2. Talk to Management
Step 3. Contact Chubb’s Complaints Officer
Step 4. Review by an External Organization

Step 1:     Let Us Know

If you have a complaint, your first step should be to contact the Chubb representative who originally assisted you. It is often the case that a solution can be reached faster when you speak directly with the person responsible for your business. If you are represented by a broker you may wish to involve them at this stage.  Your broker works for you and can assist you.  Chubb's employees are knowledgeable and experienced and will be able to answer your questions, explain decisions or offer suggestions for resolution. Explain your circumstances and how you would like the matter resolved. Please provide details, such as, your name, contact numbers, email address, policy number, specific nature of your complaint and supporting documents. 

If an agreement cannot be reached within a timeframe acceptable to you, you should proceed to Step 2 of the complaints process. 

Step 2:    Talk to Management 

If you are dissatisfied with the response in Step 1 of the complaint process, you can ask to speak to that individual’s manager.  A manager or another senior person directed by management will review the decision and discuss it with you.

If an agreement cannot be reached within a timeframe acceptable to you after management review, you should proceed to Step 3 of the complaints process. 

  • Step 3:   Contact Chubb’s Complaints Officer

If you have gone through the first two steps and remain dissatisfied, you can contact Chubb's Complaints Officer. This individual has been specifically appointed to provide an impartial review for unresolved customer complaints.

 All requests for reviews must be sent in writing to Chubb’s Complaints Officer. The correspondence should include:

  • Your name, address and policy number;
  • A phone number where you can be reached during normal business hours;
  • The nature of the dispute;
  • A description of your expectations - what you would like Chubb to do to resolve your concern;
  • Supporting documents, relevant dates and the name of the employee or representative involved;
  • You may also want to set out the steps you've taken up to this point to try to      reach a satisfactory resolution.

Address: 199 Bay Street, Suite 2500
P.O. Box 139 Commerce Court Postal Station
Toronto, ON M5L 1E2
 Email: bianca.depaolis@chubb.com

Upon receiving your written request, our Complaints Officer will commit to a timeline for resolving your complaint.  If the complaint cannot be addressed within this time period, you will be advised why a delay is necessary and told when you can expect a response.

Chubb’s Complaints Officer is an employee of Chubb with the responsibility to assist you with the complaint process and to act as an independent internal mediator. Chubb’s Complaints Officer will make sure the complaint process has been followed and that your complaint has been properly and fairly considered within Chubb and that a decision and explanation of our final position has been provided to you if an equitable solution cannot be reached. 

Chubb’s Complaints Officer will also ensure you are advised of how you can escalate your complaint outside of Chubb for dispute resolution or mediation.

Step 4:    Review by an External Organization

If you remain unsatisfied with our complaint resolution process, the following consumer organizations can provide you with information:   

General insurance complaints:

General Insurance OmbudService
10 Milner Business Court, Suite 701
Toronto, Ontario M1B 3C6
Toll Free Telephone: 1-877-225-0446
www.giocanada.org

Life, health and accident complaints:

OmbudService for Life & Health Insurance
401 Bay Street
P.O. Box 7
Toronto, Ontario, M5H 2Y4
Toll Free Telephone: 1-888-295-8112
Toll Free in Quebec: 1-866-582-2088
www.olhi.ca

Federal consumer protection complaints:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll Free Telephone English: 1-866-461-3222
Toll Free Telephone French: 1-866-461-2232
www.fcac-acfc.gc.ca

Quebec consumer complaints:

Quebec consumers may ask the Complaints Officer to transfer their file to the Autorite at any time if they are not satisfied with the process.

Autorite des marches financiers
Place de la Cite, tour Cominar
2640, boulevard Laurier, bureau 400
Quebec, Quebec G1V 5C1

800, square Victoria, 22e etage
C.P. 246, tour de la Bourse
Montreal, Quebec H4Z 1G3

Telephone, Quebec City: 418-525-0337

Telephone, Montreal: 514-395-0337

Toll Free Telephone: 1-877-525-0337

http://www.lautorite.qc.ca/en/index.html

*Chubb includes Chubb Insurance Company of Canada and the following affiliated companies: ACE INA Insurance, ACE INA Life Insurance, the Canadian branch of Federal Insurance Company.