Customer Care

At Wawanesa, we pride ourselves on providing an exceptional experience for our customers. That’s why hearing from you is so important to us. Please see below for ways you can get in touch. We are committed to responding in a timely, efficient, and professional manner.

Inquiries and Feedback

Please contact us at You may also prefer to contact your Broker. Your Broker information can be found on your Policy.

Concerns and Complaints

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

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 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:

Office of the Ombudsman
4110 Yonge Street, Suite 100
Toronto, Ontario
M2P 2B7

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

General Insurance OmbudService (GIO)

General Insurance OmbudService
10 Milner Business Court, Suite 701
Toronto, Ontario
M1B 3C6

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)

Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Ave. West
Ottawa, Ontario
K1R 1B9

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.

This information can also be found in our Customer Care brochure

AM Best