Keeping Our Promise to Provide Good Neighbour Service®
Resolving Your Complaints
State Farm® Insurance Company agents and employees all share the same commitment to our policyholders. As the State Farm mission statement says, “our success is built on a foundation of shared values, quality service and relationships, mutual trust and integrity.”
We feel strongly about our commitment to our Good Neighbour service and each member of the State Farm organization is responsible for providing a high level of satisfaction to our customers each day.
Occasionally however, something can go wrong. There may be a misunderstanding, or you may feel that you have been dealt with unfairly. We are committed to listening to you and working to address each of your concerns.
Talking It Over
If you have questions or concerns about the service you have received please talk to your State Farm agent. Your agent knows you best and can often resolve issues quickly.
If your State Farm Agent cannot settle the matter to your satisfaction, you may ask for the name and telephone number of your agent’s Agency Field Executive (AFE), who will be able to investigate further.
Claims
Claims – If your concern is specifically related to a claim, you may instead ask for the name and telephone number of your Claim Representative’s manager.
Underwriting – If your concern is related to an underwriting, rating or payment issue, you may ask for the name and telephone number of their respective Underwriting manager.
If your concerns are not addressed to your satisfaction at this point, you may write to the Office of the State Farm Complaint Liaison Officer.
State Farm Complaint Liaison Officer (Canada Only) – If you feel that the answers you have received are still not to your satisfaction, you may submit your concerns, in writing, to the State Farm Complaint Liaison Officer at the address listed below.
The Complaint Liaison Officer is charged with the responsibility of making sure your concerns are investigated, and ensuring that you are provided with a written statement of State Farm’s final position.
To contact State Farm’s Complaint Liaison Officer, please write to:
Office of the Complaint Liaison Officer
State Farm Insurance
333 First Commerce Dr
Aurora, Ontario L4G 8A4
Or by fax at: (905) 750-4035
For further information, please call 1-877-370-3276.
Please be sure to include all information relevant to your concerns, including your name, address, phone number, as well as your policy and/or claim number.
General Insurance OmbudService (GIO) – Property and Liability Insurance – If you are not satisfied with State Farm’s final position, and your concerns are related to property or liability insurance (home, automobile, liability, etc.), please note that you have the opportunity to pursue this matter further through the General Insurance OmbudService (GIO). The GIO is an independent dispute resolution mechanism.
You can access the GIO by calling: 1-877-225-0446, or by visiting their website.
Canadian Life & Health Insurance OmbudService (CLHIO) – Life and Health Insurance
If you are not satisfied with State Farm’s final position, and your concerns are related to life or health insurance, please note that you also have the opportunity to pursue this matter further, through the Canadian Life & Health Insurance OmbudService (CLHIO). The CLHIO is an independent dispute resolution mechanism.
You can access the CLHIO by calling: 1-888-295-8112, or by visiting their website.
State Farm insurance has filed this complaint procedure with the Financial Consumer Agency of Canada (FCAC). The FCAC is a Canada-wide, independent government body that regulates consumer provisions relating to financial services, including insurance. If you have a specific complaint regarding State Farm's Complaint Handing Procedure or a specific 'consumer provision,' you may raise these concerns with the FCAC. The FCAC can provide you with tips on how to make a complaint; however, they do not get involved in individual disputes.
For more information or to contact the FCAC visit its website.
For service in English call Toll Free:
1-866-461-FCAC (3222) or 613-996-5454
or write to:
FCAC
427 Laurier Avenue West
6th Floor
Ottawa ON K1R 1B9
|
