Complaints Resolution

We recognize that there may be times where there may be a disagreement, or you may be dissatisfied, and this process is intended to assist in sorting through and resolving your concerns.


Step 1

Speak to your broker if you have a concern about your policy, rates, or insurance coverage. If you have a concern about your claim, and you have been unable to resolve it with your claims adjuster, please contact the claims examiner or claims supervisor.

Step 2

If your broker has been unable to resolve your concern, ask to speak to the Regional Manager. If your claim concern has not been satisfied, please contact the Claims Manager.

Step 3

We have a Complaint Liaison Officer. Please contact:

Complaint Liaison Officer

Westland Insurance Group Ltd.


1500-9850 King George Blvd

Surrey, BC, Canada, V4A 9R3

Contact info

Phone: 604-543-7788
Toll Free Phone: 1-800-899-3093
Toll Free Fax: 1-866-775-6859
Email: [email protected]

The Complaint Liaison Officer will ensure prompt and fair review by management to seek a solution and will provide an explanation of our position should the result not meet with your satisfaction.

Step 4

If you wish to pursue the matter further, you may contact the General Insurance OmbudService (GIO), which helps resolve disputes between insurance companies and their customers, for home, automobile and business insurance issues in Canada (including customers in Quebec). GIO is an independent dispute resolution service and there is no charge for their services. The GIO will determine if your issue falls within their mandate. You can access GIO by phone, mail, e-mail, fax or through their website.

Our Ombudsman’s Office will work with the GIO and all applicable provincial and federal regulators in order to resolve the issue as effectively as possible. The GIO may make non-binding recommendations to resolve your dispute.

You may reach the General Insurance OmbudService at:


4711 Yonge Street

10th Floor

Toronto, ON M2N 6KB

*Note this is a mailing address only

Contact info

Phone: 1-877-225-0446

Email: [email protected]


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