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Complaints Process

Wawanesa Specialty Insurance Company is committed to providing all of our customers with excellent customer service. On occasion a customer may feel they have not been treated fairly, or there may simply be a misunderstanding that needs to be resolved. Wawanesa Specialty Insurance Company has implemented this Complaints Process to ensure that customer complaints are dealt with in a fair and timely manner.

Step 1: Speak to your broker

The first step is to discuss your complaint directly with the broker who arranged your policy. Explain your situation, outlining the concerns you may have and how you would like the matter resolved. Be as detailed as possible by providing information pertinent to the issue, including your policy or claim number.

Step 2: Contact the Complaints Office

If you are still dissatisfied with the response after speaking with your broker, you may submit your complaint to the Complaints Office:

Complaints Office

Mail:
236 Carlton Street
Winnipeg, Manitoba
R3C 1P5

Email: complaints@wsico.com

Telephone: 1-844-241-0229

Receipt of your complaint will be acknowledged and reviewed to ensure a full and proper understanding of your position. We may request additional documentation and information from you in relation to your complaint. We will work to resolve your complaint within 30 days of receiving it (20 days in Quebec), and a final response, if required, will be provided within 90 days of receipt of your complaint.

Please provide the following information:

  • A summary of your complaint;
  • A list of your unresolved concerns;
  • The reason(s) you feel your concerns haven’t been resolved;
  • Any documentation to support your position; and
  • Your desired outcome.

If you have any questions with respect to our complaints process, you may reach out to the Complaints Office at: complaints@wisco.com

Step 3: Contact the General Insurance OmbudService

After receiving a final position from the Complaints Office, if you’re not satisfied with the handling of your complaint, you may contact the General Insurance OmbudService (“GIO”), which assists in the resolution of conflicts between insurance customers and their insurance companies. The contact information for the GIO is:

General Insurance OmbudService

Mail:
4711 Yonge Street
North York, Ontario
M2N 6K8

Web: https://giocanada.org

Phone: 1-877-225-0446

At any point during the complaints process, you can contact:

The Autorité des marchés financiers (Quebec residents)
Superintendent of Insurance (Saskatchewan residents)
Financial Consumer Agency of Canada (FCAC)