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When a problem occurs, the earlier you contact us, the faster we can begin working on a solution.
There are 5 sequential steps to report a complaint:
Step 1. Start at the source
Step 2. Contacting the relevant division
Step 3. Escalating a complaint
Step 4. Appeal to the Office of the Ombudsman
Step 5. Additional recourse
STEP 1. Start at the source
We're committed to solving your problems and complaints in a professional and timely manner.
For us to be able to effectively and quickly help you, you should gather this information before contacting us:
- Supporting documents concerning your query, paying special attention to the dates of occurrence;
- Names of the employee(s) involved; and
- Specifics of the concern and what you would like us to do.
STEP 2. Contacting the relevant division
RBC Insurance is comprised of various divisions that offer different types of insurance products or services (e.g. life, travel, home, auto, creditor, reinsurance and corporate services).
You should discuss the issue directly with the division.
Once you have contacted the division responsible for your complaint here is what you should expect:
- Handling of your complaint in a timely and fair manner;
- Provision of a final response; and
- Provision of the appropriate escalation option if your expectations have not been met.
Upon receiving your complaint, one of our representatives will commit to a time frame for resolving your problem. If we cannot reach you personally, we will send a letter of acknowledgement setting out this commitment.
Should the resolution of your problem be delayed, our staff will regularly update you on the progress being made.
Contact numbers:
Life & Health Insurance
RBC Life Insurance Company 1-800-461-1413
Travel Insurance
RBC Insurance Company of Canada 1-800-263-8944
Property & Auto Insurance
RBC General Insurance Company 1-800-769-2526
Loan & Mortgage Insurance
Insurance Service Centre 1-800-769-2523
If you are having difficulty finding the appropriate person or
insurance division, you may contact Customer Care Assurance
for assistance either:
By Phone: 1-888-728-6666
Or
By Email: feedback@rbcinsurance.com.
STEP 3. Escalating a complaint
If your complaint has not been resolved to your entire satisfaction by the division, you are encouraged to contact our Customer Care Assurance team.
Customer Care Assurance will review your concerns and the division's response to ensure adherence to established organizational standards and guidelines and will also review interpretations of relevant policy provisions
To direct an escalated complaint to RBC Insurance:
Call 1-888-728-6666 (English)
or 1-888-728-6666 (French)
Fax: 1-888-844-3331
E-mail: feedback@rbcinsurance.com.
Mailing Address
RBC Insurance Services Inc.
Customer Care Assurance
P.O. Box 213, Station A
Mississauga, Ontario L5A 4N9
STEP 4. Appeal to the Office of the Ombudsman
Should your dealings with the Customer Care Assurance team of RBC Insurance not resolve the issue to your satisfaction, you or any of the parties concerned may refer your complaint to the Office of the Ombudsman for member companies of RBC Financial Group. The services of the Ombudsman are free of charge.
This Office has been established to provide customers of RBC Financial Group with an appeal option for unresolved issues, and to ensure that all parties involved in a dispute receive a fair and impartial hearing. The Office also ensures that customers are treated with consideration and respect, and that everyone involved in the proceedings retains their dignity and privacy.
The Ombudsman is empowered to examine commitments made by member companies of RBC Financial Group and to review their compliance with proper business procedures.
Mediation
Attempts to resolve the issue may be made through mediation efforts. The role of the mediator is to help the parties involved reach a mutually acceptable resolution to the dispute by maintaining open channels of communication and by identifying issues, interests and possible options.
Although the Office of the Ombudsman staff is trained in mediation, in some instances, the Ombudsman may suggest - or the customer may request - an external mediator. In the case of external mediation or arbitration, costs are generally shared equally between RBC Financial Group and the customer.
The Ombudsman can be contacted at:
Office of the Ombudsman
RBC Financial Group
P.O. Box 1, Royal Bank Plaza
Toronto, Ontario M5J 2J5
Telephone: 1-800 Royal 4-2 (1-800-769-2542)
Fax: (416) 974-6922
E-mail: ombudsman@rbc.com
www.rbc.com/ombudsman
STEP 5. Additional recourse
Should all of our efforts to resolve a dispute fail, you may turn to sources outside RBC Financial Group for further assistance.
Disputes that remain unresolved may be directed to:
Ombudsman for Banking Services and Investments (OBSI)
PO Box 896
Station Adelaide
Toronto, Ontario
M5C 2A1
Tel: 1-888-451-4519 or (416)-287-2877
Fax: 1-888-422-2865 or 416-225-4722
Email: ombudsman@obsi.ca
Regulatory issues:
The Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to make sure they comply with federal consumer protection laws.
The FCAC also educates consumers and monitors industry codes of conduct and public commitments, which were designed to protect the interests of consumers.
For more information, please phone the FCAC at
1-866-461-3222 (or 1-866-461-2232 for French ), or visit their web site at:
www.fcac-acfc.gc.ca
If you have a regulatory complaint, you can contact the FCAC in writing at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, Ontario
K1R 1B9
The FCAC will determine whether there is a problem with compliance, and if so, what action is necessary.
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