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Clients have a say in resolving insurance disputes at The Co-operators

Jan 29, 2014

GUELPH, ON, Jan. 29, 2014 /CNW/ - What options do you have if you disagree with your insurance company during the settlement of a home or auto insurance claim? Normally, insurance companies provide a series of steps that allow you to appeal within the company, which include escalating the matter within the Claims department and ultimately being considered by the company's ombudsperson. If the matter remains unresolved, it may be heard by the dispute resolution service provided by your provincial government. And - if you're a client of The Co-operators - you may also have the option of having it reviewed by an impartial panel made up of your fellow clients.

The Co-operators is the only insurance company to offer such a service. Its Service Review Panels consist of clients from a variety of backgrounds who consider clients' appeals and make decisions on claims disputes. The panel's decisions are binding on The Co-operators, but not on clients. Further, clients don't give up any rights when they submit an appeal to the panel; they can still pursue other avenues of appeal.

"Our Service Review Panels are a reflection of our perspective as a co-operative organization," said Kathy Bardswick, president and CEO of The Co-operators. "Every insurance company has times when a client doesn't agree with its decisions during the settlement of a claim. Our approach is to do all we can to understand our clients' points of view and make sure they're treated fairly."

Service Review Panels, which date back to 1990, consist of six or seven client volunteers, and are currently located in the Atlantic, Ontario and western Canada. They consider home and auto insurance issues once all other avenues within The Co-operators dispute resolution process have been exhausted, and have financial authority up to $20,000.

For more information, please visit the Client Care section of or contact your local Co-operators advisor.

About The Co-operators:
The Co-operators Group Limited is a Canadian-owned co-operative with more than $34 billion in assets under administration. Through its group of companies it offers home, auto, life, group, travel, commercial and farm insurance, as well as investment products. The Co-operators is well known for its community involvement and its commitment to sustainability. The Co-operators is listed among the 50 Best Employers in Canada by Aon Hewitt; Corporate Knights' Best 50 Corporate Citizens in Canada; and the Top 50 Socially Responsible Corporations in Canada by Sustainalytics and Maclean's magazine. For more information visit

SOURCE The Co-operators

For further information:

Leonard Sharman
The Co-operators

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