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We’re here to help

If you have a complaint about service you received from Economical — or a general question about your insurance policy, payments, or claim — please have a look at the chart below to find the steps you should take.

If your concern isn’t listed here, or it remains unresolved after following the suggested course of action, please follow the instructions below this chart.

Help Chart

“I want to...”

you should:

Cancel my policy Contact your insurance broker
Change the vehicle on my policy Contact your insurance broker
Amend the coverage on my policy Contact your insurance broker
Inquire about or replace my liability slips Contact your insurance broker
Ask about my payments or let you know a payment has bounced Contact your insurance broker or our Customer Accounts Centre (CAC): 1-866-858-4040
Understand why my rates increased Contact your insurance broker or visit our rate increase microsite: economical.com/rateincreases
Report a claim or get information about a claim in progress

Contact your broker or our Claims team (see Claims contact information below)

Negotiate my claim settlement offer Contact your assigned adjuster
Make a complaint about poor customer service Contact your insurance broker who can then escalate your concerns to the appropriate department
Know when my settlement cheque will be sent Contact your broker or our Claims team (see Claims contact information below)
Update the banking or payment information on my policy Contact your broker or our Customer Accounts Centre
Find out more about Economical's demutualization Visit: www.joininourfuture.com
Register a serious complaint that is not listed above See information below

Take these steps to file a serious complaint

  • As an insurance policyholder, you have the right to express your dissatisfaction with our services or with your policy. Here’s what to do if you need to file a complaint:

  • Step One: Talk to your broker

    Your licensed insurance broker is the first person you should reach out to with your concern, and they can also answer your questions or provide clarification about your Economical policy or claim.

  • Step Two: Contact us

    If your broker is unable to resolve your concerns regarding your insurance policy or claim, you can contact us directly. We’ll review and respond to your complaint in a timely and fair manner. When you call, please have the following items ready for reference:

    • - Details of your complaint including your policy and/or claim number(s)
    • - Any supporting documents and important dates
    • - Names of any employees you have already spoken to about your concerns

    An Economical representative will listen to your concerns and what outcome you’re looking for. Our representatives are knowledgeable and experienced. In most cases, they’ll be able to answer your questions, explain decisions made, and work with you to achieve a suitable result. If, however, you’re still unsatisfied with their handling of your complaint, you may request for your file to be reviewed by the leadership team of their business unit.

    Economical representatives can be reached at the following numbers. Please note: for claims-related inquiries, it’s best to talk to your insurance adjuster directly. If you’re having trouble connecting with your adjuster, do not hesitate to reach out to another representative.

    Contact Information

    Contact Information
    Customer Accounts Centre (CAC)
    Billing-related questions Quebec only: 1-866-821-8420
    All other provinces: 1-866-858-4040
    Personal Insurance
    Auto or property policy questions 1-844-327-2227 (option 2)
    Commercial Insurance
    Commercial policy questions 1-844-327-2227
    Agribusiness (Farm) Insurance Questions
    Western Canada & British Columbia 1-800-669-5057
    Atlantic & Ontario 1-800-265-4030
    Quebec 1-800-361-7573
    Claims
    Quebec 1-888-875-8088
    All other provinces 1-800-607-2424
  • Step three: Report a complaint to our Ombudsperson

    If your concern remains unresolved after following the steps above, it’s time to contact our Ombudsperson directly. Our Ombudsperson can only review your complaint if you have attempted to resolve the matter with your broker or Economical directly.

    For our policyholders in Quebec, at any time during the complaint process you can ask the Autorite des marches financiers (AMF) to review your file. Please visit www.lautorite.qc.ca for additional information or write to the AMF at 800 Rue du Square-Victoria 22e étage, Montréal, QC H4Z 1A1.  Their toll-free number is 1-877-525-0337.

    Contact the Ombudsperson