Contact Us

We maintain a database of unclaimed property owners. To find out if your name appears in our database of unclaimed property, please mail, or email your request in writing to:

Director, Premium Accounting
Northbridge Financial Corporation
105 Adelaide Street West
Toronto, ON
M5H 1P9
[email protected] attention the Director.

We require proof of a claimant’s identity and entitlement to any property prior to releasing such property. As a result, your request must include:

• first and last name of payee or name of business
• policy number and/or claim number
• current address and contact details
• one piece of documentation which matches the owner to the property
• two pieces of government-issued personal identification

It may take from six to eight weeks for your request to be processed.

At Northbridge, we are committed to resolving customer complaints quickly, efficiently, and fairly.
If you have a complaint about Northbridge or any of our member companies (which includes Northbridge General Insurance Corporation, Zenith Insurance Company, Federated Insurance Company of Canada, Verassure Insurance Company, and TruShield Insurance), there are steps you can take to have your concerns addressed.

Northbridge has a simple process for resolving complaints. Please have the following information ready!

• Your policy or claim number.
• The person you want to speak to.
• The person or people you have already contacted.
• The details of your concern or complaint.

Step 1 – Contact the representative closest to the source of the issue.

Most issues can be resolved quickly by dealing with a representative of the department involved.

If you are dissatisfied with a product or service

If you have a complaint or concern about a product or service provided by Northbridge, your first step should be to contact your broker or agent. Your broker or agent is a licensed insurance professional who is in the position to provide you with insurance advice and is often able to provide clarification prior to elevating your concerns directly to Northbridge.

If you are dissatisfied with a claim

If you have a complaint or concern regarding Claims service provided by Northbridge, your first step should be to ask to speak to the Claims Manager directly at the office where your Claim is being handled. The Claims Manager will be able to provide assistance and clarification to you.

If you are dissatisfied with a billing matter

If you have a complaint or concern regarding a billing matter, your first step should be to contact our Customer Billing Department at 1-800-797-4281. A Customer Billing Representative will be able to provide assistance and clarification to you. If your billing is handled by your broker or agent, they may refer you to your broker or agent.

Step 2 – Escalate to a manager

If your complaint is not resolved after speaking with the representative closest to the source of the issue, you may escalate your complaint.

If your complaint is about a product or service provided by Northbridge, then you may ask to speak with the Manager at the Northbridge office where your service is being handled. The Manager will review your complaint and if needed, will discuss the matter with senior management in an effort to resolve your complaint.

If your complaint is about a claims issue, then you may escalate your complaint to the Claims Director at the office where your Claim is being handled. The Claims Director will review your complaint and if needed, will discuss the matter with senior management in an effort to resolve your complaint.

Step 3 – Contact our Office of the Ombudsperson

If your complaint or concern has not been resolved to your satisfaction after speaking with the Manager or Claims Director, you may contact our Office of the Ombudsperson. They will acknowledge receipt of your complaint or concern within two business days, and an investigation into your concerns will begin.

You may reach our Office of the Ombudsperson at:

105 Adelaide Street West
Toronto, Ontario M5H 1P9
[email protected]
1.800.268.9680
Or 416.350.4400

If you are in the province of Quebec, you may reach our Office of the Ombudsperson at:

1, Place Ville-Marie, Bureau 2050
Montréal (Québec) H3B 2C4
1.800.361.2837

Our Office of the Ombudsperson will conduct an investigation and ensure your complaint or concern has been diligently, objectively, and fairly considered.
If you contact our Office of the Ombudsperson before you have completed the first two steps above, they will refer your complaint to the representative closest to the source of the issue for review and response.

What to expect from the Ombudsperson’s investigation:

• We may contact you for additional information.
• We may consult other departments at Northbridge for assistance or for additional information regarding your complaint.
• We will provide you with updates on our investigation as it is in progress.
• We will advise you of any actions or recommendations we have made concerning your complaint.
• We will provide you with a final response immediately following the completion of the investigation.

Step 4 – Contact an independent dispute resolution organization

If our Office of the Ombudsman is unable to resolve your complaint or concern to your satisfaction, it will provide you with a final position letter explaining Northbridge’s position. You will be advised that you may escalate your complaint outside of Northbridge to the General Insurance OmbudService (“GIO”) for dispute resolution.

The GIO is an independent organization that assists Canadian consumers with most disputes concerning their home, auto, or business insurance that they have been unable to resolve with their insurer. For more information about the GIO, visit their website at http://www.giocanada.org/ or call toll free at the following numbers:

1.800.565.7189 (Atlantic Provinces)
1.800.361.5131 (Quebec)
1.877.225.0446 (Ontario)
1.888.421.4212 (Western Canada & the Territories)

For Quebec customers. If you are not satisfied with the result of the examination of your complaint or with the examination itself, you may ask our Office of the Ombudsperson to transfer your file to the Autorité des marches financiers (“AMF”). You may exercise this right only upon the expiry of the maximum time limit allowed for obtaining a final answer, but without exceeding a period of one year following receipt of this answer. The transferred file shall include all the documents regarding the complaint. The AMF examines all complaints received and may recommend mediation if deemed advisable and the parties agree. Please note that the AMF does not provide monetary compensation with respect to consumer claims (other than cases covered under its specific programs). Compliance with the rules governing the protection of personal information shall remain the responsibility of our Office of the Ombudsperson.

Financial Consumer Agency of Canada

If you have a complaint specifically about Northbridge’s complaints procedure or about how Northbridge handled your concern, you may contact the Financial Consumer Agency of Canada. The Financial Consumer Agency of Canada (“FCAC”) is an independent government body responsible for supervising financial institutions to ensure they comply with federal consumer provisions relating to insurance and other financial services. The FCAC does not become involved in individual disputes, as its obligation is to ensure the institutions comply with the law.

For more information about the FCAC and consumer provisions, visit the FCAC’s website at http://www.fcac-acfc.gc.ca/, or contact the FCAC at the following numbers:

1.866.461.3222 (English)
1.866.461.2232 (French)