Have a concern? We’re here to help
At Gore, we want our customers to be completely satisfied with their insurance experience—whether it’s obtaining a policy through one of our trusted broker partners or settling a claim. We’re proud that we usually achieve this, however, if you have any concerns about your policy, claim, or service, we’re here to help.
For any general inquiries regarding your insurance policy, payments, or claims, you can find the right person to contact below.
Your insurance broker
Your insurance broker or click here for more information
Your insurance broker
Your insurance broker
Your broker or our Claims team
Your insurance broker
Your assigned claims adjuster
Our Claims teams
Your insurance broker
Your insurance broker
If you are unsure how to reach your broker, we can help by providing their contact information or contacting the broker on your behalf if necessary. Please visit our Claims page or call 1-844-974-GORE(4673).
Please follow the steps below to have your concern addressed.
To get started, please choose the option that best describes your concern:
Please note, if you are represented by a lawyer, they should write on your behalf or provide written authorization to communicate directly with you.
Claims Complaint Process
If your concern is related to a claim, here’s where to start:
Please note, if you are represented by a lawyer, they should write on your behalf or provide written authorization to communicate directly with you.
Step 1: Speak to your Claims representative
Your first point of contact should be the adjuster assigned to your claim. Please ensure you have your claim number, email, and phone number ready when you contact them.
Step 2: Escalate to a supervisor
If the adjuster is unable to resolve your concern, you can request that it be escalated to a supervisor. The supervisor will review your claim and concern and work towards a resolution.
Step 3: Escalate to a manager and Final Business Decision
If the supervisor is unable to resolve your concern, you can request that it be escalated to a manager. The manager will conduct a thorough review of your claim and work toward a resolution. If the manager is unable to resolve your concern, they will provide you with a written Final Business Decision.
Step 4: Reach out to our Ombudsman
If your concern remains unresolved after following these steps, and you have received a written Final Business Decision, you may escalate to the Ombudsman
The Ombudsman is responsible for:
- Overseeing the Company’s complaint handling process
- Ensuring customers’ complaints are addressed
- Ensuring that the customer receives a letter outlining the Company’s final position, if the complaint cannot be resolved
- Working with the applicable industry OmbudService to address any complaints that could not be resolved by us
It is important to note that the Ombudsman cannot:
- Enter any investigation, negotiation, or settlement of an insurance claim
- Inquire into matters that are being, will be, or have been dealt with by a court or a dispute resolution process.
- Overturn business decisions related to your policy or claim
This means that the Ombudsman will be reviewing your concerns related to how your claim was handled, how your concerns were handled and escalated, and how you were treated.
When you contact the Ombudsman, please submit your complaint in writing and include:
- A copy of the Final Business Decision provided by the manager
- Your name, full address including postal code, email address, and policy number
- The nature and summary of your concern
- A description of your expectations and what resolution you are seeking
Please note that if Steps 1 to 3 have not been completed and you do not have a written Final Business Decision from the manager, you will be redirected back to the applicable Gore department.
Gore’s Ombusdsman is:
Sonya Stark
Gore Insurance Company
252 Dundas Street North, Cambridge Ontario N1R 5T3
Email: ombudsman@goremutual.ca
Policy Complaint Process
If your concern is related to your policy, please follow these steps:
Step 1: Talk to your broker
Your independent insurance broker is your first point of contact. Brokers are your independent licensed representatives, authorized to handle your policy and address your concerns. They will escalate matters to Gore if required.
Step 2: Work with a Gore representative
If your broker cannot resolve your concern, they will contact a Gore representative on your behalf.
We can assist customers directly with:
- Billing inquiries, such as credit card payments or explaining your bill.
- Helping you find your broker or escalating issues to your broker.
Please note that all other inquiries, policy changes, or cancellations must be handled by your broker, as they are your authorized representative and licensed to do so.
Step 3: Ask your broker to escalate to a manager and provide a Final Business Decision
If the Gore representative is unable to resolve your concern, your broker can escalate the matter to a Gore manager, who will conduct a thorough review and work towards a resolution.
If the matter remains unresolved, the Gore manager will provide you (either directly or through your broker) with a written Final Business Decision.
Step 4: Contact the Ombudsman
If you remain unsatisfied after following these steps and have received a written Final Business Decision from the Gore manager, you may then escalate the matter directly to the Gore Ombudsman.
The Ombudsman is responsible for:
- Overseeing the Company’s complaint handling process
- Ensuring customers’ complaints are addressed
- Ensuring that the customer receives a letter outlining the Company’s final position, if the complaint cannot be resolved
- Working with the applicable industry OmbudService to address any complaints that could not be resolved by us
It is important to note that the Ombudsman cannot:
- Enter into any investigation, negotiation, or settlement of an insurance claim
- Inquire into matters that are being, will be, or have been dealt with by a court or a dispute resolution process.
- Overturn business decisions related to your policy or claim
This means that the Ombudsman will be reviewing your concerns related to how your policy matter was handled, how your concerns were handled and escalated, and how you were treated.
When contacting the Ombudsman, please submit your complaint in writing and include:
- A copy of the Final Business Decision provided by the Gore Manager and/or your broker
- Your name, full address including postal code, email address, and policy number
- The nature and summary of your concern
- A description of your expectations and what resolution you are seeking
Please note that if Steps 1 to 3 have not been completed and you do not have a written Final Business Decision from the Gore manager, you will be redirected back to your broker.
Gore’s Ombudsman is:
Sonya Stark
Gore Insurance Company
252 Dundas Street North, Cambridge Ontario N1R 5T3
Email: ombudsman@goremutual.ca
Industry OmbudService/
Insurance OmbudsService
If after the independent review and response by Gore’s Ombudsman you remain unsatisfied and wish to file a formal complaint with the industry Ombudservice and/or regulators, upon your request, the Ombudsman will provide you with a Final Position Letter outlining Gore’s final position on how your claim or policy matter was handled, how your concerns were handled and escalated, and how you were treated.
Depending on the nature of your complaint, you may then contact the applicable OmbudService and/or provincial regulator. Provided below is more information on each of these organizations to help you determine who to contact.
Mutual Insurance Companies OmbudService (MICO)
MICO assists in the resolution of conflicts between policyholders and participating mutual insurance companies. If a complaint cannot be resolved with the help of the company’s Ombudsman, MICO may appoint an independent mediator with the objective of helping both parties work towards an acceptable resolution.
MICO handles complaints about claims related matters and policy coverage interpretation. MICO does not handle matters that have not been fully escalated by the insurance company in accordance with the insurance company’s escalation process; settlement procedures established by legislation; matters that have been or are currently before the courts; or previously addressed matters.
Please note, MICO requires that you provide them with a copy of the Final Position Letter provided to you by Gore’s Ombudsman in order for MICO to respond.
Contact MICO
1000 McGarry Terrace, Unit #M010, Ottawa, ON, K2J 7A8
Telephone: 613-505-5070 or 866-231-2602
Email: info@mutualombudservice.ca
Website: www.mutualombudservice.ca
General Insurance OmbudService (GIO)
GIO assists in the resolution of conflicts between policyholders and participating insurance companies. If a complaint cannot be resolved with the help of the company’s Ombudsman, GIO may assign a customer service officer with the objective of helping both parties work towards an acceptable resolution and include various alternatives including mediation and adjudication.
Contact GIO if you reside in Alberta or British Columbia. GIO handles complaints about claims related matters, policy coverage interpretation, and policy processing. GIO does not handle matters relating to the cost of insurance and rates, availability of insurance, dispute settlement procedures as required by law or designated regulatory authorities, or matters that have been or are before the courts.
Please note, GIO requires that you provide them with a copy of the Final Position Letter provided to you by Gore’s Ombudsman in order for GIO to respond.
Contact GIO
4711 Yonge Street, 10th Floor, Toronto, Ontario, M2N 6K8
Telephone: 1-877-225-0446
Fax: 416-299-4261
www.mutualombudservice.ca
Provincial Regulatory Bodies
| Alberta Office of the Superintendent of Insurance 780-643-2237 Website: Insurance | Alberta.ca |
British Columbia Financial Services Authority 604-660-3555 Website: BCFSA |
| Manitoba Office of the Superintendent of Financial Institutions 204-945-2542 Website: Province of Manitoba FIRB |
New Brunswick Financial and Consumer Services Commission 1-866-933-2222 Website: FCNB |
| Newfoundland and Labrador Consumer and Financial Services Division 1-709-729-4834 Website: Gov.NL |
Northwest Territories Office of the Superintendent of Insurance 867-767-9174 ext. 15209 Website: Gov.NT |
| Nova Scotia Nova Scotia Department of Finance – Insurance 902-424-6331 Website: Government of Nova Scotia |
Nunavut Office of the Superintendent of Insurance 867-975-6852 Website: Government of Nunavut |
| Ontario Financial Services Regulatory Authority of Ontario 1-800-668-0128 Website: FSRA |
Prince Edward Island Office of the Superintendent of Insurance 902-368-4550 Website: Government of Prince Edward Island |
| Quebec Autorité des marchés financiers 1-877-535-0337 Website: Autorité des marchés financiers |
Saskatchewan Financial and Consumer Affairs Authority of Saskatchewan 306-787-5645 Website: Authority of Saskatchewan |
| Yukon Office of the Superintendent of Insurance Email: insurance.plra@gov.yk.ca |