Customer Care

Complaint Liasion Officer

State Farm® Insurance Company agents and employees all share the same commitment to our policyholders. As the State Farm mission statement says, "Our success is built on a foundation of shared values, quality service and relationships, mutual trust and integrity."

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Resolving Your Complaints

We feel strongly about our commitment to our Good Neighbour service and each member of the State Farm organization is responsible for providing a high level of satisfaction to our customers each day.

Occasionally however, something can go wrong. There may be a misunderstanding or you may feel that you have been dealt with unfairly. We are committed to listening to you and working to address each of your concerns.

Talking it Over

If you have questions or concerns about the service you have received, please talk to your State Farm agent. Your agent knows you best and can often resolve issues quickly.

Claims

Claims – If your concern is specifically related to a claim, you may instead ask for the name and telephone number of your Claim Representative's manager.

Underwriting – If your concern is related to an underwriting, rating or payment issue, you may ask for the name and telephone number of their respective Underwriting manager.

If your concerns are not addressed to your satisfaction at this point, you may write to the Office of the State Farm Complaint Liaison Officer.

State Farm Complaint Liaison Officer (Canada Only) – If you are not satisfied by the answers you have received, you may submit your concerns in writing, to the State Farm Complaint Liaison Officer at the address listed below.

The Complaint Liaison Officer is responsible for making sure your concerns are investigated and that you are sent a written statement of State Farm's final position.

To contact a State Farm Complaint Liaison Officer, please write to:

Office of the Complaint Liaison Officer
State Farm Insurance
333 First Commerce Dr
Aurora, ON
L4G 8A4

Or by fax at 905-750-4035.

For further information, please call 877-370-3276.

Please be sure to include all relevant information including your name, address, phone number, as well as your policy and/or claim number.

General Insurance OmbudService (GIO)Property and Liability Insurance – If you are not satisfied with the final position of State Farm, and your concerns are related to property or liability insurance (home, automobile, liability, etc.), you have the opportunity to pursue this matter further through the General Insurance OmbudService(GIO). The GIO is an independent dispute resolution mechanism.

You can call the GIO by calling at 877-225-0446, or visit their website.

OmbudService for Life & Health Insurance (OLHI)LifeandHealthInsurance

If you are not satisfied with the final position of State Farm, and your concerns are related to life or health insurance, you also have the opportunity to pursue this matter further through the OmbudService for Life & Health Insurance (OLHI). OLHI is an independent dispute resolution mechanism.

You can call OLHI at 800-268-8099 or visit their website.

State Farm Insurance has filed this complaint procedure with the Financial Consumer Agency of Canada (FCAC). The FCAC is a Canada-wide, independent government body that regulates consumer provisions relating to financial services, including insurance. If you have a specific complaint regarding this complaint handling procedure or a specific consumer provision, you may raise these concerns with the FCAC. The FCAC can provide tips on how to make a complaint; however, they do not get involved in individual disputes.

For more information or to contact the FCAC visit its website.

For service in English call toll free at 866-461-FCAC (3222) or 613-996-5454.

Or write to:

FCAC
427 Laurier Avenue West
6th Floor
Ottawa, ON
K1R 1B9

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