Duuo complaint resolution process
Step 1: Let us know about the problem
Contact your damage insurance representative. They know you well and can often resolve problems quickly.
Step 2: Escalate your concerns
If your issue is not resolved to your satisfaction after speaking with us, you can request your complaint be escalated. Your complaint will enter our internal escalation process for further review and investigation.
Step 3: Contact the Office of Fair Client Practices (formerly Ombuds Office)
If you’ve taken the steps above and your concern remains unresolved, you may contact the Office of Fair Client Practices (formerly Ombuds Office) for further assistance.
Mail: Office of Fair Client Practices (formerly Ombuds Office)
The Co-operators Group Limited
101 Cooper Drive
Guelph, ON N1C 0A4
Email: fairpractices@cooperators.ca
Phone: 1-877-720-6733
After the Office of Fair Client Practices (formerly 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 Office of Fair Client Practices (formerly Ombuds Office) is considered the company’s final position.
Depending on your situation, you may be referred to Co-operators Service Review Panel, a unique service that provides a forum for the resolution of client concerns. The Service Review Panel is made up of volunteer clients who look at complaints to work towards a solution that’s fair to both you and Co-operators.
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 residents of Quebec
The Financial Markets Authority (AMF) has set up a complaints mechanism for customers in Quebec. The AMF is a control body established by the government of Quebec, which also provides you with a register of people and companies authorized to practice.
To file a complaint with the AMF, you will need the information below.
Company name:
DUUO INSURANCE SERVICES INC
Contact details :
360, rue Saint-Jacques, bureau 1100
Montreal, Quebec H2Y 1P5
Authorized disciplines (AMF):
Damage insurance
Claims settlement expertise
Our certificate number with the AMF: 606407
Customers in Saskatchewan can also contact the Superintendent of Insurance:
Address: Superintendent of Insurance
Saskatchewan Financial and Consumer Affairs Authority
Insurance and Real Estate Division
601-1919 Saskatchewan Drive
Regina, SK S4P 4H2
Email: fcaa@gov.sk.ca
Telephone: 1-306-787-6700
Fax: 1-306-787-9006