Complaint Policies
COMPLAINT PROCESSING – Lloyd’s Complaints, AWP Complaints, iA Complaints, and MSH Americas (MSH) Complaints
Lloyd’s- Complaint Handling Process
Should a policyholder wish to file a complaint relative to a policy with Lloyd’s underwriters the following “Complaint Protocol” is provided;
LLOYD’S UNDERWRITERS’ POLICYHOLDERS’ COMPLAINT PROTOCOL, FOR ACCIDENT AND SICKNESS INSURANCE POLICIES
Lloyd’s strives to enhance your customer experience with us through superior service and innovative insurance products.
We have developed a formal complaint handling protocol in accordance with the Insurance Companies Act of Canada to ensure your concerns as our valued customer are addressed expeditiously by our representatives. This protocol will assist you in understanding the steps we will undertake to help resolve any dispute which may arise with our product or service. All complaints will be handled in a professional manner. All complaints will be investigated, acted upon, and responded to in writing or by telephone by a Lloyd’s representative promptly after the receipt of the complaint. If you are not satisfied with our products or services, you can take the following steps to address the issue:
- Firstly, please contact the broker who arranged the insurance on your behalf about your concerns so that he or she may have the opportunity to help resolve the situation.
- Should you remain dissatisfied with the initial response, you may request that we refer your complaint, to “Lloyd’s Complaints Office”, who will review the complaint and reply to you directly.
Please forward your complaint to:
Lloyd’s Underwriters
Attention: Complaints Office:
Royal Bank Plaza South Tower
200 Bay Street, Suite 2930, P.O. Box 51 Toronto, ON
M5J 2J2
Tel: 1-877-455-6937
Email: info@lloyds.ca
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.
If you have a problem with a financial product or service, you may first file a complaint with Lloyd’s Complaints Office:
If you are not satisfied with how your complaint has been handled by Lloyd’s, you can escalate the complaint to the following third-party complaints body:
Ombudservice for Life and Health Insurance (OLHI): OLHI is an independent free service that helps consumers with concerns and complaints about life and health insurance products and services.
You can contact the OLHI at:
2 Bloor St. West, Suite 700 Toronto, ON M4W 3E2
Phone: 416-777-9002 or 1-888-295-8112
Website: olhi-oap.ca/en
For Québec complainants you may contact
Autorité des marchés financiers (AMF):
Toll Free: 1-877-525- 0337
Québec: (418) 525-0337
Montréal: (514) 395-0311
Website: www.lautorite.qc.ca
If you want to know your rights or need information about Lloyd’s Underwriters complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Website:
www.canada.ca/fcac
Online form:
www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service:
FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa (Ontario) K1R 7Y2
04 August 2026
For Québec clients:
See Complaint Examination & Dispute Resolution Policy here.
Autorité des marchés financiers (AMF) : The regulation of insurance companies in Québec is administered by the AMF. If you remain dissatisfied with the manner in which your complaint has been handled, or with the results of the complaint protocol, you may send your complaint to the AMF who will study your file and who may recommend mediation, if it deems this action appropriate and if both parties agree to it. The AMF can be reached at:
Toll Free: 1-877-525-0337
Québec: (418) 525-0337
Montréal: (514) 395-0311
If you have a complaint specifically about Lloyd’s Underwriters’ complaints handing procedures you may contact the Financial Consumer Agency of Canada (FCAC).
Financial Consumer Agency of Canada (FCAC) provides consumers with accurate and objective information about financial products and services, and informs Canadians of their rights and responsibilities when dealing with financial institutions. FCAC also ensures compliance with the federal consumer protection laws that apply to bank and federally incorporated trust, loan and insurance companies. The FCAC does not get involved in individual disputes. The FCAC can be reached at:
427 Laurier Avenue West, 6th Floor, Ottawa ON K1R 1B9
Service in English: 1-866-461-FCAC (3222)
Service in French: 1-866-461-ACFC (2232)
AWP Allianz – Complaint Handling Process
For AzC Member Complaints only: Complaints Procedure | Allianz Care
iA - Complaint Handling Process
MSH – Complaint Handling Process
Our Complaint Management policy can be found here.