Scotia Home & Auto Insurance Complaint Procedures

For Home and Auto Service and Sales

STEP 1 Contact Your Licensed Insurance Representative

Talk to your representative about your concerns regarding the sales and/or service of your insurance policy. Your representative is a highly skilled, highly educated professional who understands the critical importance of insurance to your financial security and peace of mind, and will represent your best interests to the insurance company.

STEP 2 Contact the Scotia Home & Auto Insurance Complaint Liaison Office

Bring the issue to our Complaint Liaison Offices. If your insurance representative is unable to resolve the issue on your behalf with our personnel, you can contact our Complaint Liaison Officers by letter or email:

For Quebec customers:
Scotia Home & Auto Insurance Complaint Liaison Office
200 avenue McGill College, Suite 900
Montreal, Quebec
H3A 3H3
Email: infocanada@johnson.scotialifefinancial.com

For customers in the rest of Canada:
Scotia Home & Auto Insurance Complaint Liaison Office
10 Factory Lane
St. John's, NL
A1C 6H5
Email: infocanada@johnson.scotialifefinancial.com

It is our goal to resolve your complaint within five business days. If this is not possible, we will let you know within the five business days that it will take longer and explain the reason for the delay. Please include your full name, address and telephone number. In addition to providing the details of your concern, please have your policy number at hand so that we can begin our review as quickly as possible. We will work very diligently at resolving the problem to your satisfaction. If however, you are not satisfied with our response, you may choose to escalate it further.

STEP 3 Contact the Complaint Liaison Office for Royal & Sun Alliance Insurance Company of Canada and Unifund Company

If your insurance representative and their complaint liaison office is unable to resolve the issue on your behalf, you can contact the Royal & Sun Alliance Insurance Company of Canada (“RSA”) and Unifund Assurance Company (“Unifund”) Complaint Liaison Office by phone, fax, letter or email as outlined below. RSA is the underwriter of the program in Quebec and Unifund is the underwriter for the program outside of Quebec.

Unifund and RSA Complaint Liaison Office
137 Venture Run, Suite 300
Dartmouth, NS
B3B 0L9
Phone: 1-888-877-1710
Fax: 905-403-2331
Email: infocanada@rsagroup.ca

Please include your full name, address and telephone number. In addition to providing the details of your concern, please have your policy number on hand. For further details regarding the RSA and UAC complaints process, you can access their respective Complaint Procedures here:

STEP 4 Quebec Customers

If you are a customer in Quebec and you are not satisfied with the outcome or with the examination of your complaint, you may ask to transfer the file to Autorité des marchés financiers (AMF) for further review. The contact information for the AMF is as follows:

Quebec City: 418-525-0337
Montreal: 514-395-0337
Toll Free: 1-877-525-0337
Fax: 418-525-9512 or 514-873-3090
Email: information@lautorite.qc.ca
Updated November 2018

For Home and Auto Claims Complaints

STEP 1 Contact Your Claims Representative

Talk to your claims representative about your concerns regarding your insurance claim and/or your insurance claims handling experience. Your claims representative is a highly skilled, highly educated professional who understands the critical importance of insurance to your financial security and peace of mind.

STEP 2 Contact the Complaint Liaison Office for Royal & Sun Alliance Insurance Company of Canada and Unifund Assurance Company

If your insurance claims representative is unable to resolve the issue on your behalf, you can contact the Royal & Sun Alliance insurance Company of Canada (“RSA”) and Unifund Assurance Company (“Unifund”) Complaint Liaison Officer by phone, fax, letter or email as outlined below. RSA is the underwriter of the program in Quebec and Unifund is the underwriter for the program outside of Quebec.

Unifund and RSA Complaint Liaison Office
137 Venture Run, Suite 300
Dartmouth, NS
B3B 0L9
Phone: 1-888-877-1710
Fax: 905-403-2331
Email: infocanada@rsagroup.ca

It is our goal to resolve your complaint within five business days. If this is not possible, we will let you know within the five business days that it will take longer and explain the reason for the delay.
Please include your full name, address and telephone number. In addition to providing the details of your concern, please have your claim number on hand so that we can begin our review as quickly as possible. We will work very diligently at resolving the problem to your satisfaction. If however, you are not satisfied with our response, you may choose to escalate it further.
For further details regarding the RSA and UAC complaints process, you can access their respective Complaint Procedures here:

Updated November 2018