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Claims hotline (24/7): 1 866 464 2424

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Our online car quote is offered to new customers only. Please contact your broker if you have any questions about your policy, changes you want to make to your coverage or any other information.

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Customer Satisfaction

We are committed to resolving customer complaints quickly, efficiently and fairly. If you are not satisfied with the products or services you received from Intact Insurance or any of its affiliates, there are steps you can take to address these issues:

  • Initially, you should talk to your broker about your concerns. They can offer independent advice and act on your behalf when dealing with your insurance company.
  • If you are not satisfied with the result, we welcome you to contact us directly.
  • Based on your place of residence, the way to contact us will differ. This allows for an efficient process that also accounts for differences in provincial regulations.

For All Customers (except those residing in Quebec)
For Quebec Customers

For All Customers (except Quebec residents)

We value our customers and take their complaints very seriously. If you have any concerns related to the products or services you received, please contact us at:

Office of the Ombudsman
Intact Insurance Company of Canada
700 University Avenue, Suite 1500
Toronto, Ontario M5G 0A1
E-mail: ombudsman@intact.net
Phone: 1 866 302 5094
Or use our Online Complaints Form

The role of the Ombudsman’s Office is one of liaison, assisting you through the complaint handling process at Intact Insurance and making you aware of available options.

 

The Ombudsman’s Office will immediately direct your complaint to the appropriate business contact for handling. Whenever possible, we try to resolve the issue at the business level. If your concern is not resolved to your satisfaction, the matter can be escalated to the Principal Ombudsman.

If the Principal Ombudsman is unable to resolve the matter, you will receive a Final Position Letter, documenting Intact Insurance's position and possible next steps to be taken. At that point, you can contact the General Insurance OmbudService (GIO) about your complaint. GIO is an independent dispute resolution service available to any home, auto or business insurance policyholder in Canada. You can access their services by phone, mail, e-mail, fax or through their website. The Intact Ombudsman will liaise with GIO and all applicable provincial and federal regulators in order to resolve the complaint as effectively as possible. Please note that GIO does not provide monetary compensation, and its mediation and arbitration services are non-binding.

If you have a complaint specifically regarding Intact's complaint handling procedures and processes themselves, you may contact the Financial Consumer Agency of Canada (FCAC). Please note that FCAC does not provide redress or compensation and does not become involved in individual disputes.

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario K1R 1B9

For Quebec Customers

We value our customers and take their complaints very seriously. If you have any concerns related to the products or services you received, please contact us at:

Intact Insurance Company of Canada
2450 Girouard St. West
Saint-Hyacinthe, QC J2S 3B3
E-mail: complaint@intact.net
Phone: 1 800 363 5401

Your complaint will immediately be directed to the appropriate business contact for handling. Whenever possible, we try to resolve the issue at the business level.

If your concern is not resolved to your satisfaction, the matter can be escalated to the appropriate individual(s) in charge of complaint handling within our organization.

If you remain dissatisfied with the resolution proposed and/or with the handling of your complaint itself, you may ask that a copy of the complaint file be forwarded to the Autorité des marchés financiers (AMF).

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).