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:

 

If at any point during your claim experience we don’t meet your expectations - 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 claims advisor first. He/She will work with you to resolve any issues you have or answer any questions.


Unsure of 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, ask to speak with a claims manager.


Need help to find a claims manager? Call any member of our regional claims teams in the list above.


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 may reach out to you for additional information, within 5 days.


You can reach our Ombudsman, through email 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. They will act as a liaison between yourself and the area where your concern resides. Sometimes that means clearing up a simple misunderstanding or misinterpretation; no matter what the concern, they will 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 may be contacted within 5 days 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


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.


Quebec Residents


You can choose to reach out to the Autorité des Marchés financiers (AMF) at 1-877-525-0337 or visit their website.


Step 1: Share your concern with your agency


As your trusted advisors, we encourage our customers to communicate openly with their agency team. 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 the agency manager.


You can reach your 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 may reach out to you for additional information, within 5 days.


You can reach our Ombudsman, through email 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. They will act as a liaison between yourself and the area where your concern resides. Sometimes that means clearing up a simple misunderstanding or misinterpretation; no matter what the concern they will 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 may be contacted within 5 days 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


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.


Quebec Residents


You can choose to reach out to the Autorité des Marchés financiers (AMF) at 1-877-525-0337 or visit their website.