Liberty Mutual Canada’s Customer Complaint Process

Liberty Mutual Canada, the registered business name of the Canadian Branch of the Liberty Mutual Insurance Company (‘Liberty’) takes the customer’s overall experience very seriously. If you have a complaint or concern about our products or services, please follow the steps below:

Step 1: Discuss your concerns with your broker or adjuster

Discuss your concerns with your broker or adjuster. Often, a simple correction or explanation can quickly resolve the problem.

Step 2: Let us know

If you are not satisfied with the outcome of Step 1, ask your broker or adjuster to be referred to the appropriate area within Liberty to whom you can escalate your complaint. Depending on your product or service, you will be referred to a manager who will review your complaint and respond.

Step 3: Contact the Ombudsman’s Office

If you are still not satisfied after following the previous steps, you can contact Liberty’s Ombudsman:

By Mail:
Ombudsman’s Office
Liberty Mutual Canada
Suite 900, 181 Bay Street
Toronto, ON
M5J 2T3

By Email:
By Fax: 416.847.5983

The Ombudsman will acknowledge your complaint within five business days. Most investigations are completed within 30 days of receiving your complaint and all supporting information. If this deadline cannot be met, we will advise you why extra time is necessary and when you can expect a response. A final position will be provided by the Ombudsman in writing.

Step 4: External recourse options

If you remain dissatisfied with the Ombudsman’s final position and wish to pursue your complaint further, you may refer your complaint to an industry ombudservice free of charge. The Ombudsman will provide you with detailed contact information for the appropriate third party in its final position letter.

General Insurance OmbudService (‘GIO’)
4711 Yonge Street, 10th Floor
Toronto, ON  M2N 6K8
toll free: 877-225-0446

For Québec residents only: The Autorité des marchés financiers (‘AMF’) regulates Quebec’s financial markets and provide assistance to consumers of financial products and services. At any time, you may ask Liberty to send a copy of your complaint file to the AMF by completing a Request for the Transfer of a File form. This form, and other information about the AMF, is available on their website

The AMF’s mailing address is:

Autorité des marchés financiers
Service du traitment des plaintes et de l’assistance
800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal (Québec) H4Z 1G3