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.

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 Munich Reinsurance Company of Canada. 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 or the Autorité des marchés financiers (see information below).

If you want to know your rights or need information about Munich Reinsurance Company of Canada’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

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)

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/