AT RSA, A SATISFIED AND LOYAL CUSTOMER BASE IS CORE TO OUR BUSINESS.
As part of our business principles, we make certain commitments to our customers:
- Delivering consistent and reliable levels of customer service
- Acting with integrity, due care and diligence
- Communicating openly, honestly and with sensitivity and understanding
- Listening to our customers
- Handling complaints fairly and promptly
- Respecting our customers’ rights to privacy and confidentiality
- Protecting our business from fraud.
RSA’S COMPLAINT PROCESS
In keeping with these commitments, RSA has established a complaint handling process.
STEP 1: INVOLVE YOUR BROKER
Talk to your broker about your concerns. Your broker serves as an advocate on your behalf in dealing with any insurance concerns you may have with your company. These skilled, highly educated professionals offer independent advice. They understand the critical importance of insurance to your financial security and peace of mind, and will represent your best interests to the insurance company.
STEP 2: CONTACT THE COMPLAINT LIAISON OFFICE
Bring the issue to our Complaint Liaison Office. If your broker is unable to resolve the issue on your behalf with our personnel, you can contact our Complaint Liaison Officer by phone, fax, letter or email or directly via our Web Inquiries form:
RSA Complaint Liaison Office
137 Venture Run, Suite 300
It is our goal to resolve your complaint within five working days. If this is not possible, we will let you know within the five working days that it will take longer and explain the reason for the delay.
Please include your full name, address, and telephone number. In addition to providing the details of your concern, please have your policy or claim number at hand so that we can begin our review as quickly as possible RSA will work very diligently at resolving the problem to your satisfaction. If however, you are not satisfied with our response, you may choose to escalate it further.
STEP 3: INDEPENDENT ASSISTANCE
If you are not satisfied with the resolution of your complaint, upon request, we will send you a “final position letter”. This letter will explain RSA’s final decision on the issue based on our review of your concern and will include information on how to escalate your complaint to the General Insurance Ombudservice (GIO).
Following the receipt of the final position letter, if you wish to pursue the matter further, you may choose to approach the GIO.
GIO helps resolve conflicts between insurance customers and their insurance companies, for home, auto and business insurance needs. You can contact the GIO at 1-877-225-0446 or visit their website at www.giocanada.org.
Please note that you may choose to contact the Financial Consumer Agency of Canada (FCAC) for a review, if your complaint relates to one or more of the Consumer Provisions under the Insurance Act.
RSA has filed this complaint process with FCAC. It is an independent government body that regulates consumer provisions relating to financial services, including insurance.
You can contact FCAC at: 1-866-461-FCAC (3222), or visit its website: www.fcac-acfc.gc.ca, or write to: FCAC at: 427 Laurier Ave., West, 6th Floor, Ottawa, On K1R 1B9
If you are a customer in Quebec and you are not satisfied with the outcome or with the examination of the complaint, you may ask to transfer the file to l’Autorité des marches financiers (AMF) for further review.
Québec City: 418-525-0337
Fax: 418-525-9512 or 514-873-3090