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Need help or have questions? We're here for you through a variety of channels.
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We are thrilled to announce that our Virtual Services Contact Centre is now open! 
Our local Contact Centre team is available Monday-Friday from 9am-5pm. Reach out at 1.800.330.9916
 
 
 

Send us a message

One of our team members will get back to you within 1-2 business days.
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Book an appointment

Book an in-person or phone appointment with our team of trusted experts.
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Give us a call

Our local contact centre team is available 9am-5pm / Monday-Friday.
Call us at 1.800.330.9916

Find a branch

Check out our locations, contact information, and hours of operation.
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Lost or stolen credit card

Call Collabria cardholder support 24/7.
Canada & US: 1.855.341.4643
International: 1.647.252.9564

Technical support

Start a live chat or call 1.855.801.5770 
(within Canada and US)
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Submit a general inquiry


 
 
Please call your branch. After hours call: 1.888.277.1043
Please call 1.855.341.4643
Call 1.866.498.3840 or online at cardwiseonline.ca
Here are a list of our providers. We suggest you have your policy number available when contacting your specific provider.

Beacon or Cansure
1.855.535.0554 or claims@coasttocoastclaims.ca

Echelon
1.888.547.9229

Intact
1.866.464.2424 or intact2424west@intact.net

Optimum West Insurance
1.887.806.8023

Premier Marine
1.800.235.8784

TuGo Travel Medical Insurance
  • 1.800.663.0399 (From Canada and USA)
  • 001.800.514.9976 (From Mexico)
  • 604.278.4108 (Worldwide - Collect)
Wawanesa
1.844.929.2637 or wawavanclaims@wawanesa.com
 

Have questions regarding a service?

Check out our Frequently Asked Questions page.
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Our complaint handling process

We value your opinion and comments and want to know if you have a problem with any of our products or services so we can resolve it and improve our service experience. We aim to investigate and resolve all complaints in a fair, transparent, and timely manner.
If you have a concern or problem of any sort, we encourage you to take the following steps:
 
If you are not satisfied with one of our products or services, please do not hesitate to raise it at your branch with a member of our staff. Each of our branches has a branch manager who can also assist should you need to escalate your complaint.

Once we receive your complaint, we will do our best to resolve the issue quickly. If it takes longer than ten business days, we will contact you and follow up accordingly.
If the person you speak to at the branch is not able to resolve your concern to your satisfaction and/or if we determine that your complaint requires a deeper internal review or investigation, your complaint may be escalated.

Escalate your concern:
If we are unable resolve your complaint or you are not satisfied with our final decision, or if 90 days have passed since you formally complained to us, you may contact our external complaints handling body, the Ombudsman for Banking Services and Investments (OBSI).

OBSI is an independent dispute-resolution service that investigates unresolved disputes at no charge to you. You must contact OBSI within 180 days of receiving our final decision. OBSI’s contact information is below.
 
OBSI
PO Box 8
Toronto, ON M5H 3R3
Email: ombudsman@obsi.ca
Website: www.obsi.ca
Link to on-line complaint submission form
Toll-free: 1.888.451.4519
TTY Telephone: 1 (844) 358-3442
 
For more information about OBSI’s complaint process, you can visit their website or contact them directly.
 
 

Complaint Assessment

We assess complaints based on their level of severity in order to ensure appropriate action is taken:

  • Tier 1 complaints are point-of services complaints which can be addressed informally at the branch level (Step 1).

  • Tier 2 complaints are more serious complaints that require deeper internal review or investigation or ones which are not successfully resolved informally at the branch level (Step 2).

  • Tier 3 complaints are ones that are not successfully resolved through our internal complaints handling process and which require external review (Step 3).

Record Keeping

You have a right to expect that your complaint will be handled confidentially and that the principles contained in our Privacy Policy will be observed when we collect, store, and use personal information obtained in the context of responding to a complaint.

While it may be necessary to disclose your personal details to the staff member whose actions or decisions are the subject of the complaint, your personal details will not be disclosed to other staff within the organization who do not have a need to know this information. Once the complaint is resolved and matter concluded, internal sharing of anonymized complaints help us learn and identify what improvements are needed to prevent similar problems from occurring in the future.
 
 

Neighbours Helping Neighbours.

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