Temple Insurance Company

Customer Complaint Procedures

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    Should you have a complaint about your Temple Insurance 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 Temple Insurance Company’s Complaints Officer

    If you are dissatisfied with the response from your broker, you may contact the Temple Insurance Complaints Officer as follows:

    In writing:
    Complaints Officer
    Temple Insurance Company
    390 Bay Street, 22nd Floor
    Toronto, Ontario, M5H 2Y2

    By email: TempleCompliantsOfficer@munichre.com

    By phone:  +1(416) 364-2851 or toll-free at +1(877) 364-2851

    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, Canada
    K1R 1B9

    By phone: +1 (866) 461-3222

    For more information about the FCAC, please visit their website at:


    Autorité des marchés financiers

    If you are a resident of Quebec, and your Temple Insurance Company 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 Temple Insurance 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@templeins.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 Temple Insurance policy purchased in Québec, you may ask Temple Insurance Company 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 Temple Insurance 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:

    Autorité des marchés financiers
    Place de la Cité, tour Cominar
    2640, boulevard Laurier, bureau 400
    Québec (Québec), Canada
    G1V 5C1
    Fax: +1 (418) 525-9512


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

    By phone: +1 (877) 525-0337


    To learn more about the AMF, please visit its website at: