Munich Reinsurance Company of Canada

Munich Reinsurance Company of Canada Customer Complaint Procedures

Should you have a complaint about your Munich Reinsurance Company of Canada policy or in respect of any claim, please follow the procedures below.

Discuss your concerns with your Broker

The first step is to explain and discuss your concerns with your broker. Ensure that you have the details and papers ready, including your policy number and claim number. Explain your circumstances to your broker and how you would like the matter resolved.

Contact the Munich Reinsurance Company of Canada’s Complaints Officer

If you are dissatisfied with the response from your broker, you may contact the Munich Reinsurance Company of Canada Complaints Officer as follows:

In writing:
Complaints Officer
Munich Reinsurance Company of Canada
390 Bay Street, 22nd Floor
Toronto, Ontario, M5H 2Y2

By email: complaintsofficer@mroc.com
By phone: 416-366-9206 or toll-free at 1-800-444-5321

You will be sent an acknowledgment of receipt from the Complaints Officer. He or she will review the matter to ensure that he or she understands your concern(s).   The complaint will be investigated fully and fairly, keeping you informed along the way. You will be notified promptly of the outcome of the investigation.

Contact the General Insurance OmbudService

If you wish to pursue the matter further, you may contact the General Insurance OmbudService (GIO), which helps resolve disputes between insurance companies and their customers, for home, automobile and business insurance issues in Canada (including customers in Quebec).

GIO is an independent dispute resolution service and there is no charge for their services. The GIO will determine if your issue falls within their mandate. Our Complaint’s Officer will work with the GIO and all applicable provincial and federal regulators in order to resolve the issue as effectively as possible. The GIO may make non-binding recommendations to resolve your dispute.

You can access GIO by phone, mail, e-mail, fax or through their website.

You may reach the General Insurance OmbudService at:

Phone: 1-877-225-0446
Email: info@giocanada.org
Fax: 1-416-299-4261
Website: www.qiocanada.org

Mail and Courier:

4711 Yonge Street
10th Floor
Toronto, ON M2N 6KB

*This is a mailing address only (no appointments or visits accepted)

The Financial Consumer Agency of Canada

If you believe your complaint has not been resolved satisfactorily through the procedures described above, you may also contact the Financial Consumer Agency of Canada (FCAC). The FCAC is a federal regulatory agency with the following mandate:

Ensuring federally-regulated financial institutions comply with federal consumer protection laws and regulations monitoring federal financial institutions' compliance with voluntary codes of conduct and their own public commitments informing consumers about their rights and responsibilities when dealing with financial institutions providing timely and objective information and tools to help consumers understand and purchase a variety of financial products and services

You may contact the FCAC as follows:

In writing:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario
K1R 1B9

By phone: 1-866-461-3222

For more information about the FCAC, please visit their website at:
https://www.canada.ca/en/financial-consumer-agency.html

Autorité des marchés financiers

If you are a resident of Quebec, and your Munich Reinsurance Company of Canada’s policy has been purchased in Québec, your complaint can also be addressed by the Autorité des marchés financiers (AMF). The AMF is mandated by the Québec government to regulate that province's financial markets and provide assistance to consumers of financial products and services, including insurance.

The AMF suggests a Complaint or Allegation Reporting Form you may use to report your concern to the Munich Reinsurance Company of Canada Complaints Officer. You may access the form here: https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-plainte-an.pdf. Once you’ve completed, signed and dated this form, please send it to our Complaints Officer at the address indicated above or to complaintsofficer@mroc.com.

If you are not satisfied with either the investigation and examination or the outcome of your complaint, and you are a Quebec resident with a Munich Reinsurance Company of Canada policy purchased in Québec, you may ask Munich Reinsurance Company of Canada at any time to transfer your complaint file to the AMF. To request this transfer, please complete the following form - https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-transfert-dossier-an.pdf - and return it to the Munich Reinsurance Company of Canada Complaints Officer. The Complaints Officer will include all of the information he or she has related to your complaint in the transferred file, subject to the rules governing the protection of personal information.

You may also contact the AMF at:

In writing:

Québec
Autorité des marchés financiers
Place de la Cité, tour Cominar
2640, boulevard Laurier, bureau 400
Québec (Québec) G1V 5C1
Fax: 418 525-9512

Montréal
Autorité des marchés financiers
800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal (Québec) H4Z 1G3
Fax: 514 873-3090

By phone: 1 877 525-0337

To learn more about the AMF, please visit its website at:
https://lautorite.qc.ca/en/general-public/

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