Co-operators General Insurance Company - Guelph, Ontario

Basith

Co-operators have the worst customer service I have ever experienced. They sound like they are being forced in the position. seems like anyone can be a customer service representative for co-operators. When I called them for an insurance cancellation on my policy they have transferred my call onto other guy after asking for my reason for the call and waited on the waitillist between each transfer and got a chance to talk with the 5th or 6th agent. He didn't even want to look in to the reason and when I told him I have the proof showing it was not my fault . He sent me the document which he stated they are also done their part and I asked for a call back after 30 min and he agreed on it by saying he might be busy he will connect me with another agent. When I checked the document I got from his side, it was invalid . I've read there are a few ways to resolve this matter Positive for the customer even if they were at fault. So, I asked about a resolution on the issue. Told me that, there are no resolution.leaving me to pay for their mistake. If this is their attitude towards something like this then I can't imagine the process of claims. Won't do the same mistake of getting policy from CO-OPERATORS and will make sure none of the people around also do the same. I'm expecting a resolution on the matter. Never got the call back .

sidheeq S.

Unfortunately, my recent experience left me feeling extremely disappointed and disrespected. During the call, I was placed on hold for over 40 minutes without any update or explanation. When Ms. Wambui finally responded, she claimed she had been disconnected and was trying to retrieve my contact number. This explanation is highly questionable, as I was on hold the entire time and there was no disconnection from my end. The agent's excuse was not only unsatisfactory but also gave me the impression that I was being treated more like a nuisance or a scammer than a valued customer. I contacted the client service, and i received this reply:
“The underlining problem is that she put you on hold for a long time while she was working on your File . She should have let you know in between that she was working on your file . When she came back , she thought the Line had disconnected”

However, I remain dissatisfied with the explanation provided. According to the agent, Jane Wambui, the reason for the long delay was that she had been disconnected and was attempting to find my contact number. This directly contradicts their statement that she was on a call with the help desk the entire time working on my file.

If the agent was indeed working on my case, why was I not informed of that during the 40+ minutes I was kept on hold? A simple courtesy update could have resolved a great deal of frustration. Instead, I was left waiting without any communication, and then given an excuse that clearly does not align with the facts you’ve presented.

Kristiana N.

I’d like to share my appreciation for Roshan at Co-operators Insurance for the prompt and professional support I received. Roshan addressed my issue right away and made the entire experience smooth and stress-free. It was reassuring to feel heard and taken care of so efficiently. Thank you for the excellent service!

Richelle E.

They withdrew almost 500$ from my account AFTER cancelling, promised to refund in 12 days and when I called when they did not refund me i was told they had NO IDEA what I was talking about and there was nothing they could do.
Do not trust them! I was going to return with my new car for a new policy but I will not be!

Sarah J.

One of the worst insurance companies. Rude claim department. Extremely poor customer service. I do not recommend dealing with them. Don't waste your time and money.

Sultan A.

The worst insurance company in Canada. I do not recommend dealing with them. They rip off customers when renewing their policy. The claims department is very bad and rude. They make you feel like you are taking money from their pocket when you claim.

Zaid K.

Can i give them 0? Got a new credit card and called them to update my payment information, they said it was good to go - it wasn’t. They stopped withdrawing my money and cancelled my policy. Their argument was that they sent mail to me indicating my policy was going to be cancelled because of non payment. They fail to acknowledge that they sent this mail in the middle of the mail strike and I did not receive it. No email or nothing from them to indicate that my policy was about to be cancelled. To make matters worse they wouldn’t re-insure me because of 2 tickets and the non-payment on their policy. My insurance rate doubled because of the non-pay i was unaware of. The Cooperators have been literally no help and one lady was making disrespectful comments. Stay away if you care about your money.

Oleksandr B.

Horrible experience with this company. I came to one of the offices of this company for car insurance, when I provided all my information I asked the employee if they count driving experience from another country, my experience was 14 years, to which the employee said yes, we do. The price suited me and I signed the papers. After 3 months, some employee called me and said that they do not count experience from other countries and I have to pay more, and it was about 140 dollars more. When I asked this woman who I should pay for the mistake of their employee, that he told me their conditions incorrectly, he incorrectly filled out the data for insurance and then because of his incompetence I will have to pay more. To all my statements, the woman said that she apologized, and that's it, I actually have to accept this price and pay. I managed to agree that we should break the agreement because I don't want to pay for their employee's mistake, because if they had told me the correct price right away, I wouldn't have signed the insurance. In the end, they still told me to pay for the insurance recalculation when I had insurance. This is not an insurance agency, this is some kind of Comedy movie.