Have a complaint?

If your concern remains unresolved after following steps one and two, proceed to step three.

Step three: Report a complaint to our Customer Dispute Resolution Office

If your concerns have not been resolved after completing the first two steps, you may contact our Customer Dispute Resolution Office directly.

It’s important to note that our Customer Dispute Resolution Office can only review your complaint if you have attempted to resolve the matter by following steps one and two.

If you know the name of Definity Insurance Company of Canada (formerly known as Travelers Insurance Company of Canada¹) (“DICC”) and The Dominion of Canada General Insurance Company (“The Dominion”) representative who is responsible for your policy or claim, please contact that person directly.

If you are unsure of who to contact, ask your broker to provide you with general contact information for DICC and Dominion, or to refer you to the Underwriter or Claims Service Representative assigned to your file. You may also call DICC and Dominion Customer Service at 905-825-6422 or email: CustomerServiceCDN@travelers.com.

Before calling, please have your details and documents, including your policy or claim number, accessible by you. In speaking with DICC and Dominion representative, explain your concerns and ask questions. Describe your circumstances and note the outcome you are seeking. DICC and Dominion employees are knowledgeable and experienced, and in most cases will be able to answer your questions and explain our decisions.

Should your complaint remain unresolved after speaking with DICC and Dominion representative, you may request that the complaint be escalated to management. A manager or another senior person directed by management will review your complaint and discuss it with you further.

You are encouraged to seek assistance from your broker or agent and the appropriate business unit of DICC and Dominion before contacting the Complaints Liaison Office in writing.

For all matters which remain unresolved after having gone through the above process, please proceed to Step 3.

Step 3: Contact our Complaints Liaison Officer (CLO)

The Complaints Liaison Officer has a mandate and duty to carry out a fair and independent review of the complaint and provide recommendations as to its resolution.

The Complaints Liaison Officer is responsible for:

• Overseeing our complaint handling process;
• Ensuring your complaint is addressed;
• Ensuring that you receive a letter outlining our final position if your complaint cannot be resolved;
• Working with the General Insurance OmbudService (“GIO”) to address any complaints that have been raised to them; and
• Working with the various provincial regulators or the Financial Consumer Agency of Canada on complaints pertaining to consumer protection that have been raised to them.

Please submit your complaint regarding unresolved matters to the CLO by phone or in writing (email or letter):

Telephone: 1-844-958-0541

Mail: Complaints Liaison Officer
111 Westmount Road South
Waterloo, Ontario N2L 2L6

Email  clocomplaints@definity.com

**Please note that email is not considered a secure method of communication. Therefore, please consider the security, confidentiality and sensitivity of your information when determining the appropriate method of communication.

Your letter should include:

• Your name, address and policy or claim number.
• A phone number or email address you can be reached during normal business hours.
• The nature of the dispute.
• A description of your expectations and what you want DICC and Dominion to do.
• And who you have been in communication with.

The CLO will investigate your complaint and may request you provide additional information or documentation.

While your complaint is being reviewed, you will receive regular updates from us. Our service expectation is that the complaint review will be completed in 30 days from receipt of all necessary documentation. Some reviews may take longer depending on the complexity of the situation.

If we are unable to resolve the matter to your satisfaction, our Complaints Liaison Officer will ensure that you receive a letter outlining DICC and Dominion’s final position. This Final Position Letter will explain DICC and Dominion’s position, confirm that your complaint has gone through our complaint handling process and advise you of your available options (referred to as Final Response Letter in Quebec).

If you are not satisfied with DICC and Dominion’s position as stated in the Final Position Letter, you may contact the General Insurance OmbudService (“GIO”). The GIO is a Canada-wide external independent body that can assist consumers with most complaints that consumers have been unable to resolve with their insurer. DICC and Dominion have selected the GIO to handle complaints that are not resolved pursuant to this Complaints Handling Protocol. The GIO may be contacted by any of the following methods:

Telephone: 1.877.225.0446 (National Toll Free)

Fax: 416.299.4261

Mail: 
General Insurance OmbudService (GIO)
4711 Yonge Street, 10th floor
Toronto, ON M2N 6K8

Website: www.giocanada.org

Financial Consumer Agency of Canada (FCAC)

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 file a complaint with DICC and Dominion.

If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body: The General Insurance OmbudService (GIO) 1-877-225-0446  | https://www.giocanada.org.

The General Insurance OmbudService (GIO) is a national independent dispute resolution service for Canadian consumers of insurance.

If you want to know your rights or need information about DICC and Dominion’s complaint-handling process, 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

(In Quebec)

Residents of Quebec:

A complaint can also be filed by completing the Complaint Form made available by the Autorité des marchés financiers (the AMF).

If you are not satisfied with our response or processing of your complaint, you have the right to request that we submit your complaint record to the AMF. You may do so by completing a Form to Request the Transfer of a File to the AMF, and submitting your completed form to the Complaints Liaison Officer at the contact information listed above.

^{1 On January 2, 2026, Definity Financial Corporation acquired Travelers’ Canadian property and casualty operations, excluding its Canadian surety business and certain select business lines retained by Travelers. On April 5, 2026, Travelers Insurance Company of Canada changed its name to Definity Insurance Company of Canada.}