Allstate Complaint Resolution

At Allstate, we stand behind our Good Hands service and that means being accessible to our customers; whenever they need us. We are committed to resolving our customers’ complaints fairly and quickly. If you have a concern - we want to hear from you. To address your concern as efficiently as possible, please select the appropriate category and follow the steps below:

Claims-Related Issues


If at any point during the claims experience we don’t meet your expectations, we encourage you to let us know --- so we can do our best to make it right.


Step 1: Speak with your claims advisor


If you have a concern with your recent claim, please contact the assigned claim advisor. They will work with you to resolve any issues you have or answer any questions.


Need help to find out who that is?  Call any member of our regional claims teams:

AREA YOU ARE CALLING FROM CLAIMS PHONE NUMBER
Alberta, British Columbia, Manitoba, Saskatchewan 1-800-661-1577
Ontario 1-800-387-0462
Quebec 1-800-463-2813
Nova Scotia, New Brunswick, Prince Edward Island, Newfoundland 1-800-561-7222
From the USA 1-800-387-0462


Step 2: Request to speak with a claims manager


If your concern or question remains unresolved after speaking with a claims advisor, you can:

  1. Ask the claims advisor to put you in contact with a manager
  2. Contact a claims manager when it is convenient for you by (phone/email/mail)


Need help to find out who that is?  Call any member of our regional claims teams:

AREA YOU ARE CALLING FROM CLAIMS PHONE NUMBER
Alberta, British Columbia, Manitoba, Saskatchewan 1-800-661-1577
Ontario 1-800-387-0462
Quebec 1-800-463-2813
Nova Scotia, New Brunswick, Prince Edward Island, Newfoundland 1-800-561-7222
From the USA 1-800-387-0462


Step 3: Contact the Ombudsman


If you have completed Step 1 and Step 2 and your concern is still unresolved, please reach out to our Ombudsman.


We ask that you first submit your complaint in writing.  A summary of your concerns will give us the opportunity to review the issue and begin our investigation. Once this documentation is received, an Ombudsman will be assigned to your complaint and reach out to you within 24 hours.


You can reach our Ombudsman, through email ombudsman@helpforyou.ca or post mail:


Office of the Ombudsman   
27 Allstate Parkway Suite 100
Markham, Ontario
L3R 5P8
     
For additional information, call our Ombudsman’s toll-free line:
English : 1-877-7-CONSUMER (1-877-726-6786)
French:  1-866-348-5598 


What you can expect during this process:


The Ombudsman will work with you to resolve your concern in a fair and impartial manner.   A situation or problem can arise over a simple misunderstanding or misinterpretation of a statement.  In certain matters, we will act as a liaison between yourself and the area where your concerns reside.  We’re here to help resolve the issue and restore confidence in your choice of insurer.


  1. A file will be opened upon receipt of your written complaint
  2. You will be contacted within 24 hours by one of our Ombudsman
  3. Your file will be reviewed by all appropriate and related parties
  4. A formal response will be issued within 30 days


External Escalation Options


The insurance industry does offer an independent complaint resolution service.  If, after following the steps outlined above and upon receiving the Ombudsman’s decision, you are still not satisfied with the outcome, you can reach out to the General Insurance OmbudService (GIO), an independent dispute resolution service, toll free at 1.877.225.0446 or visit their website at http://www.giocanada.org/.

Non Claims-Related Issues


Step 1: Share your concern with your agency 


We encourage our customers to communicate openly with their agency team; as their trusted advisors. If you have a concern, please bring it to your agent’s attention for a quick and fair resolution.


You can reach out to your local agency by phone, email or in person. Click here to find your local agency.


Step 2: Speak with your agency manager


If Step 1 does not produce a resolution to your satisfaction, you can elevate the concern to your agency manager.


You can reach you agency manager by phone, email or in person. Click here to find your agency directory.


Step 3: Contact the Ombudsman


If you have completed Step 1 and Step 2 and your concern is still unresolved, please reach out to our Ombudsman.


We ask that you first submit your complaint in writing.  A summary of your concerns will give us the opportunity to review the issue and begin our investigation. Once this documentation is received, an Ombudsman will be assigned to your complaint and reach out to you within 24 hours.


You can reach our Ombudsman, through email ombudsman@helpforyou.ca or post mail:


Office of the Ombudsman   
27 Allstate Parkway Suite 100
Markham, Ontario
L3R 5P8
     
For additional information, call our Ombudsman’s toll-free line:
English : 1-877-7-CONSUMER (1-877-726-6786)
French:  1-866-348-5598 


What you can expect during this process:


The Ombudsman will work with you to resolve your concern in a fair and impartial manner.   A situation or problem can arise over a simple misunderstanding or misinterpretation of a statement.  In certain matters, we will act as a liaison between yourself and the area where your concerns reside.  We’re here to help resolve the issue and restore confidence in your choice of insurer.

 

  1. A file will be opened upon receipt of your written complaint
  2. You will be contacted within 24 hours by one of our Ombudsman
  3. Your file will be reviewed by all appropriate and related parties
  4. A formal response will be issued within 30 days

 

External Escalation Options


The insurance industry does offer an independent complaint resolution service.  If, after following the steps outlined above and upon receiving the Ombudsman’s decision, you are still not satisfied with the outcome, you can reach out to the General Insurance OmbudService (GIO), an independent dispute resolution service, toll free at 1.877.225.0446 or visit their website at http://www.giocanada.org/