Berkley Insurance Company – 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.

What is a Complaint

The Regulation respecting Complaint Processing and Dispute Resolution in the Financial Sector, in relevant part, defines a complaint as “any expression of dissatisfaction or reproach about a product or service offered […] and a final response is expected.

Simplified Complaint Handling

Some complaints qualify for simplified processing when we can offer a satisfactory resolution within 20 days. We consider a complaint resolved to your satisfaction when you accept the solution proposed or when you deem the explanations provided satisfactory.

Simplified handling may involve a phone call from a member of our customer service team. If we cannot offer a solution or explanation that resolves your complaint through simplified handling, we will notify you in writing and your complaint will be handled through the four-step process below.

The time taken for simplified handling does not affect our obligation to provide you with a final response letter by the deadline provided in Step 2.

Our Four-Step Complaint Resolution Process

Step 1: Share Your Concern and Receipt Acknowledgment

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. You can also fill out the Autorité des marchés financiers (AMF) online form. We can even help you file your complaint.

We will send an acknowledgement of receipt within 10 days of your complaint being filed.

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

Step 2: Escalate to Management and Analysis

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.

We will make sure to fully understand your complaint and expectations and might contact you to request additional information.

We will send you a final response letter within 60 days. In some cases, your complaint may take longer to review and an additional 30 days may be required. We will notify you in writing, specifying the reasons for the additional delay.

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:

Quebec Consumers:

You may request that your file be transferred to the Autorité des marchés financiers (AMF) at any time.

Autorité des marchés financiers
2640, boulevard Laurier, bureau 400, Québec, QC G1V 5C1
800, square Victoria, 22e étage, Montréal, QC H4Z 1G3
Toll-Free: 1-877-525-0337
www.lautorite.qc.ca

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

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

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 ON K1R 7Y2