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:

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:

Step 3: Contact the Ombudsman

Once you have completed Step 1 and Step 2 and if your concern is still unresolved, please contact the Ombudsman.

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. Your file will be reviewed by all appropriate and related parties
3. A formal response will be issued once the investigation is complete

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/.

Quebec Residents

You can choose to reach out to the Autorité des Marchés financiers (AMF) at 1.877.525.0337 or visit http://www.lautorite.qc.ca/en/file-complaint-conso.html

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

Once you have completed Step 1 and Step 2 and if your concern is still unresolved, please contact the Ombudsman.

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. Your file will be reviewed by all appropriate and related parties
3. A formal response will be issued once the investigation is complete

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/. 

Residents of Quebec

You can choose to reach out to the Autorité des Marchés financiers (AMF) at 1.877.525.0337 or visit http://www.lautorite.qc.ca/en/file-complaint-conso.html

The Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada also offers information on complaint resolution, you can contact the agency by visiting their website www.fcac-acfc.gc.ca or at its office at 427 Laurier Ave. West, 6th Floor, Ottawa, Ontario K1R 1B9