Duuo complaint resolution process
Step 1: Let us know
Talk to your licensed insurance representative. They know you best and can often resolve issues quickly.
Step 2: Escalate your concern
If your concern is not resolved to your satisfaction following a discussion with your licensed insurance representative, ask to speak with Luc Lamadeleine, Director, Claims.
Step 3: Contact the Ombuds Office
If your concern remains unresolved, you may contact the Ombuds Office:
| Mail: | Ombuds Office The Co-operators Group Limited 130 Macdonell Street Guelph, ON N1H 6P8 |
| E-mail: | ombuds@cooperators.ca |
| Phone: | 1-877-720-6733 |
| Fax: | 1-519-823-9944 |
After the Ombuds Office review, you’ll receive a written response, except in the case where a simple complaint or concern can be cleared up over the phone. We complete most investigations within 30 business days of receiving your complaint and all supporting documentation. If we can’t meet this deadline, we will contact you and let you know why we need extra time and when you can expect a response.
The written response from the Ombuds Office is considered the company’s final position.
Independent assistance
If we are not able to resolve your concerns to your satisfaction and you want to pursue the matter further, you may contact the General Insurance OmbudService (GIO). The GIO is an independent service that offers recourse to consumers who have not been able to resolve their complaint by dealing with their insurance company.
For Quebec residents
The Autorité des marchés financiers (AMF) provides a complaint process for Quebec clients. The AMF is a regulatory body established by the provincial government of Quebec. You can also use AMF’s register to determine whether an individual or firm has the right to purse activities related to a financial product.
You will need this information about us if filing a complaint with the AMF:
Name of firm:
DUUO INSURANCE SERVICES INC.
Contact:
1100-360 Saint Jacques St
Montreal Quebec H2Y 1P5
Sectors registered with the AMF:
- Damages insurance
- Claims Adjustment
Our registration number with the AMF is: 606407
For clients in Saskatchewan, you may also contact the Superintendent of Insurance:
| Mail: | Financial and Consumer Affairs Authority of Saskatchewan Insurance and Real Estate Division Attention: Superintendent of Insurance Suite 601-1919 Saskatchewan Drive Regina, SK S4P 4H2 |
| E-mail: | fcaa@gov.sk.ca |
| Phone: | 1-306-787-6700 |
| Fax: | 1-306-787-9006 |
Regulation of complaint handling procedures
We have filed our complaint handling procedures with the Financial Consumer Agency of Canada (FCAC), an independent government body that regulates consumer provisions relating to financial services, including insurance. If you have a specific concern regarding our complaint process or a specific consumer provision, you may raise these concerns with the FCAC. The FCAC can provide tips on how to make a complaint; however, they do not get involved in individual disputes.