Complaint Resolution Process

At Berkley Insurance Company, we are committed to delivering exceptional products and service. If you have a complaint, we encourage you to let us know so we can address your concerns promptly and professionally. Your trust and satisfaction are important to us, and we take every complaint seriously.

If your concern relates to privacy, please refer to our privacy policy.

For Quebec residents, please click here: Quebec Complaint Resolution Process

Our Four-Step Complaint Resolution Process

Step 1: Share Your Concern

Your first step is to contact the Berkley representative who assisted you. Often, concerns can be resolved quickly by speaking directly with the person familiar with your file. If you work with a broker, they may also assist you in this process. Please provide your name, contact information, policy number, a description of your concern, and any relevant documentation.

If a resolution cannot be reached within a reasonable timeframe, proceed to Step 2.

Step 2: Escalate to Management

If you are not satisfied with the initial response, you are welcome to request a review by a manager. The Berkley representative will escalate the matter, and a member of our management team will follow up with you directly. The manager will carefully review your concerns and work with you to reach a timely and fair resolution. If preferred, you may also request the manager’s contact information and reach out to them directly.

If you're still not satisfied after this review, proceed to Step 3.

Step 3: Contact Berkley’s Ombudsman

If your concern remains unresolved after Steps 1 and 2, you may contact Berkley’s Ombudsman, who provides an impartial internal review of unresolved complaints.

Please submit your request in writing and include:

Your name, address, and policy number
A daytime phone number
A description of the issue and your desired resolution
Relevant documents and the names of any Berkley representatives involved
A summary of the steps you've taken so far

Contact Information:

Berkley Insurance Company
145 King Street West, Suite 1000, Toronto, ON M5H 1J8
Email: [email protected]

Upon receipt, the Ombudsman will confirm a timeline for review. If more time is needed, you will be informed of the reason and expected response date.

The Ombudsman will ensure your complaint has been fairly considered and that you receive a clear explanation of Berkley’s final position. If a resolution cannot be reached internally, the Ombudsman will guide you on how to escalate your concern externally.

Step 4: External Review Options

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.

Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body:

General Insurance Complaints:

General Insurance OmbudService (GIO)
4711 Yonge Street, 10th Floor, Toronto, ON M2N 6K8
Toll-Free: 1-877-225-0446
www.giocanada.org

Saskatchewan Consumers:

For clients in Saskatchewan, you may also contact the Superintendent of Insurance:

Superintendent of Insurance
Insurance and Real Estate Division
Financial and Consumer Affairs Authority
4th Floor, 2365 Albert Street
Regina, Saskatchewan S4P 4K1
Phone: (306) 787-6700 Email: [email protected]

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact- us.html

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 ON K1R 7Y2