Complaint Resolution
If you have a complaint or concern about a product or service provided by Lombard, your first step should be to contact your independent insurance broker. Your broker will work with you to deal with your complaint or concern.
If, after speaking with your broker, you still wish to raise your complaint or concern with Lombard, then the following steps may be taken:
Contact a Lombard Representative
If you know the name of the Lombard representative, contact that person directly. If you are uncertain who to contact, then your broker can provide you with general contact information for Lombard . You may also find general contact information for Lombard on this website under “Our Company: Locations”. Please have your policy or claim number available and be prepared to provide details of your complaint or concern. The Lombard representative will try to resolve the matter with you.
Contact Lombard's Office of the Ombudsman
If the Lombard representative is unable to resolve your complaint or concern to your satisfaction, you may contact Lombard 's Office of the Ombudsman, which will review your complaint or concern to ensure it has been properly and fairly considered.
You may reach the Office of the Ombudsman at:
Office of the Ombudsman
Lombard General Insurance Company of Canada / Lombard Insurance Company /
Zenith Insurance Company
105 Adelaide Street West, 3rd Floor
Toronto, Ontario M5H 1P9
Email: ombudsman@lombard.ca
Telephone: 1-800-268-9680 ext. 4445
Fax: 416-350-4417
If you are in the province of Quebec, you may reach the Office of the Ombudsman at:
Office of the Ombudsman
Lombard General Insurance Company of Canada /
Lombard Insurance Company
Suite 1700
2001 University St.
Montréal, Québec H3A 2A6
Telephone: 1-800-361-2837
Fax: 514-284-8070
Contact the General Insurance OmbudService
If Lombard's Office of the Ombudsman is unable to resolve your complaint or concern to your satisfaction, it will provide you with a final position letter explaining Lombard's position, and advising you that you may escalate your complaint outside of Lombard to the General Insurance OmbudService (“GIO”) for dispute resolution. The GIO is an independent organization that assists Canadian consumers with most disputes concerning their home, auto, or business insurance that they have been unable to resolve with their insurer. For more information about the GIO, visit their website at http://www.giocanada.org/ or call toll free at 1-877-225-0446.
Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (“FCAC”) is an independent government body responsible for supervising financial institutions to ensure they comply with federal consumer-oriented laws and regulations (called “consumer provisons”). If you have a complaint about an obligation of Lombard under a consumer provision, you may contact the FCAC in writing at Financial Consumer Agency of Canada, 6 th Floor Enterprise Building , 427 Laurier Ave. West, Ottawa, Ontario, K1R 1B9 . For more information about the FCAC and consumer provisions, visit the FCAC's website at http://www.fcac-acfc.gc.ca/, or call the FCAC at its toll free number (1-866-461-3222).
