Complaints process

At Wawanesa, we pride ourselves on providing an exceptional experience for our members. If you’re not satisfied with one of our products or the service you have received, we want to hear from you. We’re committed to addressing and resolving complaints in a timely, fair and professional manner.

Step 1: Speak to your broker or claims adjudicator

Start by speaking to your insurance broker or claims adjudicator because it’s likely the fastest way to resolve any issues.

Step 2: Speak to a Wawanesa representative from the department involved

If you’re unable to resolve the issue with your insurance broker, you can contact a Wawanesa representative from the department involved to discuss your concerns.

Please provide the following information:

A summary of your complaint;
A list of your unresolved concerns;
The reason(s) you feel your concerns haven’t been resolved;
Any documentation/information to support your position; and
Your desired outcome.

If your Wawanesa representative is unable to resolve your complaint within 30 days of receiving it (20 days in Quebec), it may be escalated to the Complaints Office. We’ll keep you informed throughout the process.

Step 3: Contact the Complaints Office

When your complaint is escalated, the Complaints Office will review and explain Wawanesa’s final position no later than 90 days from the date your complaint was received.

Mail:

Complaints Office
236 Carlton St.
Winnipeg, MB
R3C 1P5

Email: complaintsoffice@wawanesa.com

Phone: 1-844-241-0229

Step 4: Contact an external agency

After receiving a final position from the Complaints Office, if you’re not satisfied with the handling of your complaint, you can contact:

OmbudService for Life and Health Insurance (OLHI)

Mail:

OmbudService for Life and Health Insurance (OLHI)
2 Bloor Street West, Suite 700
Toronto, ON
M4W 3E2

Web: https://olhi.ca/

Phone: 1-888-295-8112

At any point during the complaints process, you can contact: