We recognize that there may be times where there may be a disagreement, or you may be dissatisfied, and this process is intended to assist in sorting through and resolving your concerns.

Step 1

Speak to your broker if you have a concern about your policy, rates, or insurance coverage. If you have a concern about your claim, and you have been unable to resolve it with your claims adjuster, please contact the claims examiner or claims supervisor.

Step 2

If your broker has been unable to resolve your concern, ask to speak to the Branch Manager. If your claim concern has not been satisfied, please contact the Claims Manager.

Step 3

We have a Complaint Liaison Officer. Please contact:


Attn:  Complaint Liaison Officer

Central Agencies Ltd. or Broker Canada Insurance Group Ltd.

Location: 502-6339 200th Street, Langley, BC. V2Y 1A2.

Contact info

Phone: 1-604-276-0244

(and ask to speak to the Complaint Liaison Officer)


Subject Line:  Compliant Liaison Officer

Step 4

If you wish to pursue the matter further, you may contact your local Ombudsman which helps resolve disputes between insurance companies, brokerages and their customers, for home, automobile and business insurance issues. The Ombudsman is an independent dispute resolution service and there is no charge for their services. The Ombudsman will determine if your issue falls within their mandate. You can access your local Ombudsman through their website: