1-888-933-WAWA (9292)

Customer Care

At Wawanesa, we pride ourselves on providing an exceptional experience for our customers. So if you are not satisfied for any reason, we want to hear about it.

Please contact us by following the steps below. We recommend that you have the following information before you reach out:

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

We are committed to addressing and resolving your concerns in a timely, fair and professional manner.


If you have a concern, we recommend that you start at the source. Speaking to your Insurance Broker, Claims Adjuster, or a representative from the department involved is likely the fastest way to resolve any issues.

If your concern is not resolved after completing Step 1, you should ask to speak to the appropriate Supervisor. Our Supervisors are committed to responding to you within one business day.

If your concern is not resolved after speaking with a Supervisor, ask for your concern to be elevated to the appropriate Manager. Our Managers are committed to responding to you within one business day.

If you have received a final position letter from a Manager and are still not satisfied with the proposed resolution, you can contact our Office of the Ombudsman for an independent review. The Ombudsman’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 Ombudsman will not review a concern that has not gone through Steps 1-3 first. All correspondence must be in writing.

You may reach the Office of the Ombudsman by:

Mail
Office of the Ombudsman
4110 Yonge Street, Suite 100
Toronto, Ontario
M2P 2B7
Fax
(416) 228-7828

If you are not satisfied with the decision of the Ombudsman, you may contact:

General Insurance OmbudService (GIO)

Mail
General Insurance OmbudService
10 Milner Business Court, Suite 701
Toronto, Ontario
M1B 3C6
Telephone
1-877-225-0446

If you are dissatisfied with Wawanesa’s Complaints Management Protocol or with the handling of your concern, you may contact:

Financial Consumer Agency of Canada (FCAC)

Mail
Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Ave. West
Ottawa, Ontario
K1R 1B9
Telephone
1-866-461-3222

Note that the FCAC does not provide personal redress (i.e., compensation or monetary award); its focus is to ensure that institutions comply with the law.

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