Complaints Procedure

Our goal is to provide excellent service, but we recognize that there may be occasions when you feel we could do better.

We have developed a formal complaint* handling protocol in accordance with the Insurance Companies Act of Canada to ensure your concerns are addressed expeditiously by us. This protocol will assist you in understanding the steps we will undertake to help resolve any dispute which may arise with our product or service.

All complaints will be handled in a professional manner. It is our goal to resolve your complaint as quickly as possible. If we anticipate that your case resolution might take more than 5 business days, we will let you know and explain the reason for the timeframe.

Please follow the steps below to log your complaint with the relevant parties and include your full name, address, and telephone number. In addition to providing the details of your concern, please have your policy or claim number at hand so that we can begin our review as quickly as possible. Zensurance will work very diligently atresolving the problem to your satisfaction.

Step 1: Please Contact Your Claims or Licensed Insurance Representative

The first step is to discuss your complaint directly with the Zensurance representative that arranged your policy.

  • Explain the situation, outlining the concerns you may have and how would the matter be resolved.
  • Be as detailed as possible by providing information pertinent to the issue, including policy or claim number.

STEP 2: Please Contact our Sales Management

If you still are not satisfied with the handling of your complaint, you can reach our Sales Management at, or in writing at:

Sales Management
Zensurance Brokers Inc.
1301-200 University Avenue
Toronto, ON, M5H 3C6

STEP 3: Contact your Insurance Company

Please check your policy document for the name and contact information of your insurance company. Each insurance company has an Ombudsman with whom you can file a complaint.

If your policy is with Lloyd’s Underwriters, you may reach their complaints division at:

Lloyd’s Underwriters

Attention: Complaints Officer:
1155 rue Metcalfe, Suite 2220
Montréal (Québec) H3B 2V6
Tel: 1-877-455-6937

Your complaint will be directed to the appropriate business contact for handling.

They will write to you within two business days to acknowledge receipt of your complaint and to let you know when you can expect a full response.  If need be, internal staff in Lloyd’s Policyholder and Market Assistance Department in London, England will be engaged, who will respond directly to you, and in the last stages, they will issue a final letter of position on your complaint.

In the event that your concerns are still not addressed to your satisfaction, you have the right to continue your pursuit to have your complaint reviewed by the General Insurance OmbudService (GIO). The GIO ( can be reached at  1-877-225-0446.

A ‘Complaint’ is, the expression of at least one of the following elements that persist after being considered and examined at the operational level capable of making a decision on the matter:

  • A reproach against an organization.
  • The identification of real or potential harm that a consumer has experienced or may experience.
  • A request for remedial action.

You may make a complaint either in writing, by email, in writing via email or by telephone to us. If you make a complaint by telephone, we will document in writing the details of your complaint, and a copy will be kept within the complaint file.
The initial expression of dissatisfaction by a consumer, whether in writing or otherwise, will not be considered a Complaint where the issue is settled in the ordinary course of business. However, in the event the consumer remains dissatisfied and such dissatisfaction is referred to as the person who is responsible for the examination of complaints and designated as such in the organization’s policy, then it will be considered as a Complaint. However, organizations must refrain from any undue delay in referring a matter to a higher level solely for the purpose of avoiding reporting requirements.
Where a consumer remains dissatisfied after a reasonable attempt has been made to settle the issue, organizations without a multilevel Complaint examination structure are then considered to have received a Complaint.
A Complainant is defined as, all current and prospective customers of insurance products (known under Canadian law as a Consumer), who make a Complaint.