Insurance and Risk Management (IRM) is committed to providing prompt and reliable service, and has established procedures for handling complaints.
The complaint process is not intended to deal with the outcome of your claim (e.g. a denial or settlement amount). The insurance claims process involves you (the claimant) and the ClaimsPro insurance adjuster assigned to act on behalf of the City’s insurers. The City’s insurance adjuster’s assessment of your claim is final, and it can only be reviewed by them if you can provide additional relevant evidence to support your claim which was not considered by the adjuster originally.
As noted on Make a Claim Against the City – City of Toronto, under “Establishing Negligence Against the City”, the City’s insurance adjuster pays only when the City is legally liable which is determined by considering the details of your claim.
If your claim has been denied, your remedy is to seek independent legal advice.
Download and complete the PDF form and submit it by email to irmcomplaints@toronto.ca or mail to:
Insurance & Risk Management
5th Floor, East Tower, City Hall
100 Queen Street West
Toronto, ON
M5H 2N2
The following information is required in order to fill out the form:
IRM will acknowledge receipt of your complaint within two business days. Your complaint will be logged and a tracking number will be provided. A management representative will investigate the matter and respond to you with a resolution or options for resolution within 20 business days of receipt.
If you have followed the above steps and you remain concerned about the management of your complaint, you may contact Ombudsman Toronto. Ombudsman Toronto is an independent, impartial office that investigates complaints regarding services delivered by the City.