Complaints Process - United General Insurance Corp.

Making a Complaint

United General Insurance Corporation is committed to treating customers fairly and resolving concerns in a timely and transparent manner.
If you are dissatisfied with a product, service, decision, or conduct, you may make a complaint at no cost.

How to Submit a Complaint

You may submit a complaint by:

Phone
Email
Written correspondence
Through your broker, agent, or adjuster

You do not need to use the word “complaint” for your concern to be treated as one.

When contacting us, please include your name, policy or claim number, and a brief description of your concern. This will help us review and respond to your complaint as efficiently as possible.

Our Complaint Process

Start by contacting your insurance agent, broker, or adjuster. In most cases, they will be able to resolve your concern promptly. If your concern is not resolved, you may contact our Internal Ombudsperson for an independent review:

Email: Ombudsperson@ugic.nb.ca
Phone: 506-460-8820 Ext. 226

Mail:
United General Insurance Corporation
1133 Regent St., Suite 302
Fredericton, NB E3B 3Z2

What Happens Next

Your complaint will be reviewed by UGIC’s internal Ombudsperson
You will receive a written acknowledgement within 5 business days
The Ombudsperson will investigate your concern independently
You may be contacted for additional information
You will receive a written Final Position Letter, typically within 45 business days

What If More Time is Needed?

If your complaint is complex or requires additional information, we will:

Explain the reason for the delay
Provide an updated timeline
Keep you informed of progress

If You Are Not Satisfied

If you disagree with our final decision or if we have not responded within a reasonable time, you may contact one of the external dispute resolution services listed in our Final Position Letter, including:

General Insurance OmbudService (GIO)

Website: https://giocanada.org
Phone: 1-877-225-0446

Mail:
General Insurance OmbudService (GIO)
4711 Yonge Street
North York, Ontario
M2N 6K8

Your provincial insurance regulator

New Brunswick Financial and Consumer Services Commission (FCNB)

Website: https://www.fcnb.ca
Email: information@fcnb.ca
Phone: 1-866-933-2222
Fax: 506-658-3059

Mail:
Financial and Consumer Services Commission
85 Charlotte Street, Suite 300
Saint John, NB E2L 2J2

Nova Scotia Office of the Superintendent of Insurance

Website: https://novascotia.ca
Email: ins.complaints@novascotia.ca
Phone: 902-424-5613
Fax: 902-424-1298

Mail:
Office of the Superintendent of Insurance
P.O. Box 2271
Halifax, NS B3J 3C8

These services are independent and free of charge.

Important Information

Making a complaint will not affect your policy or claims handling
All complaints are handled confidentially
We use complaint information to improve our products and services

Need help?

If you need assistance or have accessibility needs, please let us know and we will make reasonable accommodations. Contact us at united.general@ugic.nb.ca