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BCAA Insurance Corporation Complaint Resolution Process

At BCAA Insurance Corporation, we are committed to providing exceptional service and to the fair treatment of customers as outlined in our Insurance Commitment. Your satisfaction is important to us.

If you are not satisfied with the products or services you received from BCAA Insurance Corporation (i.e. Home, Recreational Vehicle, Travel, Small Business and Travel Accident Insurance), we want to hear from you. As a BCAA Insurance Corporation customer, you can expect to have your issue dealt with professionally and in a confidential and timely manner by following the steps outlined below.

For other BCAA products and services (i.e. Car, Life, Health & Dental, Critical Illness, Pet Insurance or Membership and Roadside Assistance), please call 1.888.414.8282.

Our customer complaint resolution process outlines the steps to ensure that your escalation is handled as efficiently and fairly as possible.

Step 1: Ask for Management review.

Generally, most concerns can be resolved promptly by speaking with your insurance agent or your claims adjuster. If you are not satisfied after speaking with your insurance agent or your claims adjuster, please ask to speak with a manager.

For policy, premiums, insurance coverage or claims inquiries, please contact us.

Step 2: Contact BCAA Insurance Corporation's Ombudsperson.

If you are still not satisfied after review by management, you may choose to contact our Ombudsperson. They can help with complaints regarding BCAA Insurance Corporation products and services (i.e., Home, Recreational Vehicle, Travel, Small Business and Travel Accident Insurance).

Our Ombudsperson is responsible for overseeing the complaint handling process and ensuring that your complaint is addressed. This representative can inform you of the options available to you, conduct a fresh review of your circumstances and provide alternative perspectives to all parties with the goal of achieving a resolution.

It is our goal to respond to your complaint within five business days of receiving the complaint. 

To help our Ombudsperson serve you better, we request that formal complaints be made in writing. Please include:

  • Your full name and address
  • Your policy or claim number
  • A telephone number where you can be reached during normal business hours
  • The nature of your concern, the name of the manager you spoke with in step 1 and the result of your discussions
  • Your expectations (i.e., what you would like BCAA to do)

You can contact our Ombudsperson at:

BCAA Insurance Corporation
4567 Canada Way, Burnaby, BC V5G 4T1
Attention: Office of the Ombudsperson
Email address: ombudsperson@bcaa.com

Step 3: Independent review.

If we are unable to reach a satisfactory resolution to your complaint, we will send you a final position letter stating BCAA Insurance Corporation’s final decision on the issue based on our review of your concern. If you wish to pursue the matter further after completing steps 1 and 2, external recourse is available to you.

General Insurance OmbudService (GIO) provides consumers of car, home and business insurance in Canada with a cost-free, independent and impartial process to resolve their complaints. Please note that GIO does not provide monetary compensation, and its mediation and arbitration services are non-binding. For more information regarding GIO or to determine if your complaint falls within its mandate, call 1.877.225.0446 or visit www.giocanada.org.