Insurance and Risk Management (IRM) has a complaint process available to the public.

A complaint is an expression of dissatisfaction related to a City of Toronto program, service, staff member or the City’s insurance adjusters, ClaimsPro; where a customer believes that the City or its staff has not provided a service experience to the customer’s satisfaction at the point of service delivery, and a response or resolution is explicitly or implicitly expected.

Note: The complaint process is not intended to deal with the outcome of your claim (e.g. a denial or settlement amount). The insurance claims process involves you (the claimant) and the ClaimsPro insurance adjuster assigned to act on behalf of the City’s liability insurance policy. If your claim has been denied, your remedy is to seek independent legal advice.

As noted under Insurance Claims above, the City’s insurance adjuster pays only when the City is legally liable which is determined by them considering your proof of claim.

The City’s insurance adjuster’s assessment of your claim is final and it can only be reviewed by them if you can provide additional relevant evidence to support your claim which was not considered by the adjuster originally.

A Complaint can be about one or more of the following:

  • Timeliness of Service
  • Quality of Service
  • Agents (City’s Insurance Adjusters, ClaimsPro)
  • Staff
  • Access to Service

A complaint process involves the following steps:

  1. Customer Initiates Contact
  2. Informal Resolution
  3. Log
  4. Assess
  5. Investigate
  6. Resolve