Contact Us

If you have a question or concern, please contact us at one of the phone numbers or emails provided below.

[email protected]
1.800.797.4281

If you need to make any changes to your policy, including address changes, please contact your insurance broker.

Have a question about your existing claim? Contact your assigned adjuster.

If you don’t know who your adjuster is, call or email your regional contact:

[email protected]
1.855.621.6262

902.422.1221

1801 Hollis Street, Suite 900,
Halifax, Nova Scotia B3J 3N4

[email protected]
1.800.797.4281

If you need to make any changes to your policy, including address changes, please contact your insurance broker.

Have a question about your existing claim? Contact your assigned adjuster.

If you don’t know who your adjuster is, call or email your regional contact:

[email protected]
1.855.621.6262

416.350.4400 or
1.855.620.6262

105 Adelaide Street West, Suite 700,
Toronto, Ontario M5H 1P9

[email protected]
1.800.797.4281

If you need to make any changes to your policy, including address changes, please contact your insurance broker.

Have a question about your existing claim? Contact your assigned adjuster.

If you don’t know who your adjuster is, call or email your regional contact:

[email protected]
1.855.621.6262

514.843.1111

1000, rue de la Gauchetière Ouest, Bureau 400,
Montréal, Québec H3B 4W5

[email protected]
1.800.797.4281

If you need to make any changes to your policy, including address changes, please contact your insurance broker.

1.855.620.6262

If you believe that you may be entitled to property held by Northbridge Insurance in accordance with the B.C. Unclaimed Property Act, please contact the Unclaimed Property Administrator at:

Northbridge Insurance
Unclaimed Property Administrator
105 Adelaide Street West, Suite 700
Toronto, Ontario
M5H 1P9

Have a question about your existing claim? Contact your assigned adjuster.

If you don’t know who your adjuster is, call or email your regional contact:

[email protected]
1.855.621.6262

Vancouver
604.683.5511
Suite 1500, 745 Thurlow Street,
Vancouver, BC V6E 0C5

Calgary
403.288.2351
220-12th Avenue SW, Suite 525
Calgary, AB T2R 0E9

Edmonton
780.421.7890
10235 – 101st Street, Suite 1000
Edmonton AB T5J 3G1

Customer Satisfaction

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, Federated Insurance Company of Canada and Zenith Insurance Company), there are steps you can take to have your concerns addressed.

This procedure applies to all of the member companies of Northbridge Financial Corporation, which includes Northbridge General Insurance Corporation, Federated Insurance Company of Canada and Zenith Insurance Company (“Northbridge”).

1. Contact the Claims Manager
If you have a complaint or concern regarding Claims service provided by Northbridge, you are encouraged to contact 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.

2. Speak with the Customer Care Specialist or Regional Claims Lead
In the event that the issue has not been resolved to your satisfaction by the Manager, you can speak with the Customer Care Specialist or Regional Claims Lead at the office where your Claim is being handled. This individual specializes in assisting our Claimants through the Claims process.

3. Contact Northbridge’s Office of the Ombudsman
If the Northbridge Claims Department is unable to resolve your complaint or concern, you may contact Northbridge’s Office of the Ombudsman, which will review your complaint or concern to ensure it has been properly and fairly considered.

You may reach the Office of the Ombudsman at:

Office of the Ombudsman
Northbridge Insurance
105 Adelaide Street West, 3rd Floor
Toronto, Ontario M5H 1P9
Email: [email protected]
Telephone: 1.800.268.9680 ext. 4445
Fax: 416.350.4417

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

Office of the Ombudsman
Northbridge Insurance
Bureau 400
1000 Rue de la Gauchetière Ouest
Montréal, QC H3B 4W5
Telephone: 1.800.361.2837
Fax: 514.284.8070

The Ombudsman’s Office will acknowledge receipt of your complaint or concern within two business days, and provide you with a response immediately following the completion of its investigation.

If Northbridge’s 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, and advising you 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 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)

In Quebec, if you are not satisfied with the result of the examination of your complaint or with the examination itself, you may ask the Office of the Ombudsman 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 the Office of the Ombudsman.

The Financial Consumer Agency of Canada (“FCAC”) is an independent government body responsible for supervising financial institutions to ensure they comply with federal consumer-oriented laws and regulations (called “consumer provisions”). If you have a complaint about an obligation of Northbridge Insurance under a consumer provision, you may contact the FCAC in writing at Financial Consumer Agency of Canada, 6th Floor Enterprise Building, 427 Laurier Ave. West, Ottawa, Ontario, K1R 1B9. 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)
613.941.1436 (Fax)

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