Business Profile

Insurance Companies

Wawanesa Insurance

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Wawanesa Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

10 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Wawanesa Insurance company is charging me $*** for not renewing my auto insurance policy. Upon receiving my renewal notice I had no intention of renewing with Wawanesa and opting for another provider. It states directly on the first page of the renewal paperwork that "Your coverage expires Dec 29th at 12:01am. Payment of the premium renews your policy for the period shown. If your payment is not received before Dec 29, 2024 this offer is null and void". It came to my attention early January after communicating with my broker that I have to reach out and cancel or the policy auto renews. I was not aware of this and this is clearly not communicated by the insurance provider anywhere on the renewal paperwork. In fact it states quite the opposite **** ********* which is what I read and took it to understand that no action was required. I feel I am not obligated to pay the $*** *** ******* **** **** ***** ***** ********* ********* *** ******* ****** ********* ** ********* *** ***** ******** I am looking for help to dispute this as I have not paid the amount and do not feel I should. They have now sent me two notices for payment and I have been withholding. I do not want this to impact my credit standing.
Business Response
Date: 10/02/2025
Hi Sina, thank you for reaching out. We appreciate your feedback and we're sorry to hear about your experience with us. To better assist you, please reach out to us via e-mail at ********************* with your policy information and our support team will be available to help. Thank you.
Customer Answer
Date: 21/02/2025
Hello,
I was just contacted again by Wawanesa advising that they need to reach out to the brokerage, who then needs to reach out to me. This will not conclude in 14 days *** * **** ** ****** *** **** ** *** *******
*** ******* ********** **** **** ********* **** ************** *** ********* ** *** ********* **** ********************* *** ********* ***** *** *** ******** *** *** ******* **** ********* ***** ** *** ******* *** **** ********* * ********** **** **** ******* ******** ** ** *********** ******* ********* **** ********* ******* * ********* **** **** *** *** ***** ******* *** **** ******** ** ****** **** ****** **** **** *** **** ** *** ****** ** *** ********* ** ** ***** *** ******* ********** ********** ********** ******* **** *** **** ** ******* * ******** ********** ** **** ********** ****** **** **** *** ************ **** *** ****** * ******* **** *** *** **** ******* ***** *** ** ********** ********** ******** ********* ** * ******** ******* ** *** **** *** ********* **** ********* ** *** *********** ***** *** **** ** ********** ** ******* *** *** ******* **** ********* ********** ********** ******* *** ** ***** ** *** ******** ** ***** ** ****** **** * **** ********* **** ************** ** * ******** ************ ********** *** ******* ********** ************ ********** **** ** ** ***** **** **** ********* ** ****** *** **** ********** **** ****** ********* **** **** **** **** **** ****** ** ****** **** ******** *** * ************** **** **** ********* **** ** ** ***** **** *** ** **** ** ** ****** ** ********** ** * ********* ******** ** ******** *** ******* ************** **** ***** **** ********** ******** *** *********** ** *********** ******* **** *** ******** ** **** *** ******** *** ******* ****** ********** ************* ***** *** ************ **** **** ***** ****** ** ****** * ********* **** ******* ***** *** ** ********** ********** ******** **** ******* * *** ******** ****** ****** * ******** * *** **** ******* *** ***** ** *** ****** ** *** ********** ** ******** ********** ********* ******* ** ******* ****** ** *********** *** ********* *** ********** ** ******** ** **** ********* *** ** ******** **** ********* ******** ****** *** ********** ***** *** *** **** *********** *********** *** ************** **** ******** ****** ******* ****** ***********
Initial Complaint
Date:05/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Set up insurance policy Jan 31st, 2025 to start Feb 1st, 2025. Offered to make first payment that day. Told first payment would be a double payment and come out in about 2 weeks. Feb 5th, 2025 get email stating 1st payment was coming out same day. How am I supposed to budget for a payment without any prior notice of payment coming out that day? **** ****** ****** **** ***** Now I’m going to be charged a $** NSF fee on top of the $***** that Wawanesa wants for insurance because I received no prior notice of this payment and do not have the money to cover it. Doing this affects my ability to pay for insurance and now I owe my bank as well. ****** *************** I tried to call Wawanesa as well as my broker and got no assistance whatsoever. **** ** ********** ** ****** ****** * ******** ** **** ** ******
Business Response
Date: 05/02/2025
Hi Samantha, thank you for reaching out. We appreciate your feedback and are sorry to hear about your experience with us. To better assist, please contact us directly via e-mail at ********************* with your policy information and our support team will be available to help. Thank you.
Customer Answer
Date: 05/02/2025

Complaint: ********

I am rejecting this response because I have already spoken to Wawanesa Insurance on the phone and sent an email to their complaints department as well at the following email.
***************************
I've received no help nor response.
*** ***** ******* ** ***** **** **** **** ** **********************
**** all further communication can be completed via BBB for their records as well as my own.
*** **** ** ***** ******* ********** *** ******* ******* **** *** *** ** ** ** *** ****** ****
Sincerely,

Samantha ****
Business Response
Date: 25/02/2025
Hi Samantha, thank you for your response. We're sorry to hear you've had a negative experience with us. Should you have any further questions or concerns, please reach out to us at ********************* or contact your brokerage office directly for support. Wawanesa is licensed for “broker distribution” - this means Wawanesa’s products are distributed by independent brokers that are licensed to sell our products and discuss policy specifics. As your broker handles the management of your policy directly, we recommend contacting them directly to assist you with your request. Thank you.
Initial Complaint
Date:08/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have monthly insurance for my vehicle through Wawanesa. They took out 4 payments within 30 days. Causing my bank to go NSF multiple times and they are refusing to pay my NSF fees that they caused. They took money out Sept 10th (which is the date requested to be paid.) again on the 17th, the 24th and October 2nd.
Business Response
Date: 03/02/2025
Hi there, thank you for reaching out.

We’re sorry to hear about your experience with us. To better assist you, please contact us directly via e-mail at ********************* with your policy information, and our support team will be available to help.

Thank you.
Initial Complaint
Date:23/09/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cancelled an insurance policy for my motorcycle on Aug 8th started May 25th cancelled because I sold the bike insurance provider says I owed them because motorcycles are only driven for 6 months and by paying monthly I still owe *** *** I have had insurance with them for 9 years My complaint is that no where in the policy does it state the payment scale so they have no right to take this money once the policy is cancelled I believe I am ow a refund for this as it was not stated in the insurance policy the local broke did not pursue the issue as when I complained to Wawanesa they said to speak to the broker and they did nothing for me again dealing with them for over 9 years
Business Response
Date: 23/09/2024
Hello Robert,
Thank you for your update.

Further to The Office of the Ombudsman's correspondence with you August 26, 2024, please note that your concerns have been escalated within the Underwriting Department, in accordance with Wawanesa's complaints management process. The matter is currently being reviewed by an Underwriting Supervisor and your licensed insurance broker. A representative from your brokerage will contact you as soon as an update is available regarding your concerns and next steps.

Thank you for your anticipated patience and understanding
Customer Answer
Date: 23/09/2024
This is the response that I received already and the broker did noting but took my info and said it will send it to Wawanesa
Wawanesa then sends it back to the broker who says they cannot do anything ******** ** **** ******** *** ***** *** **** **** *** *** ** **** ** *****
**** ** ******** * ******** ***** ** **** **** *** ****** *** ********* ********* *** *** ** **** **** **** **** *** *** ******** *** ** ********
Customer Answer
Date: 23/09/2024

Complaint: ********

I am rejecting this response because: its not solving the issue that money was taken without justification

Sincerely,

Robert *******
Business Response
Date: 10/10/2024
We’ve received confirmation that broker was in contact with you on August 20th and September 9th to discuss the short rate cancellation fees. The broker has confirmed that you were provided with the Statutory wordings from the Ontario Automobile Policy (OAP1), which confirms that policies cancelled midterm are subject to short rate cancellation fees. Furthermore, we understand that the broker has confirmed that the cost reflects premium owed to Wawanesa for time on risk and the short rate cancellation cost outlined in the OAP1.

Should you have any further questions regarding the matter, we recommend contacting your licensed insurance broker directly for assistance.
Customer Answer
Date: 10/10/2024

Complaint: ********

I am rejecting this response because
The complaint still stands that there is nothing in the policy that states the fee from the beginning all this was communicated later after the policy was cancelled
With It not being in the policy it should not be the responsibility of the insured to pay this
still not justified

Sincerely,

Robert *******
Business Response
Date: 15/10/2024
Good morning,
Kindly note that Wawanesa is licensed for “broker distribution”. This means that Wawanesa’s products are distributed by independent brokers that are licensed to sell our products and discuss policy specifics. Given this, we recommend contacting your licensed insurance broker directly for any further clarification regarding the cancellation fees.
Warm regards.
Initial Complaint
Date:12/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have home and auto insurance with this company. We asked to have both payments deferred a week and we also had our banking information changed, which we informed them about. They said they would change it all over. They failed to tell us that we would be charged extra for our home insurance for deferring it, they also tried taking both home and auto insurance out of our old account with an increased amount we didn’t know about. Therefore, it caused numerous nsf fees at my old bank. Since they tried to take each payment out twice (4 nsf payments). We were not able to pay our insurance after paying the bank the nsf fees, therefore we cancelled our policy. We were told that we could call to let them know when the money would be in the account and they would take the money on the amount that we owe. I got paid some money last night, and this morning I wake up to them taking the money out of our account. That money was for 2 other bills that we need to pay, we now are going to have extra fees for those bills since those payments are not going to go through since wawanesa took our money out. I tried calling to see if we could get out money returned to us and they are unwilling to help. We just want our money back we can pay these other bills and make payment arrangements for the money owed to them.
Business Response
Date: 19/07/2024
Dear Lewis *******
Thank you for taking the time to raise your concerns regarding the payments for your policy.
Please note that your concerns have been escalated within the Underwriting Department, in accordance with Wawanesa's complaints management process. The matter is currently being reviewed by an Underwriting Supervisor, Wawanesa’s Billing Department and your licensed insurance broker. A representative from your brokerage will contact you as soon as an update is available regarding your concerns and next steps.
Thank you for your anticipated patience and understanding.
Initial Complaint
Date:03/07/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Policy # ******** I seek urgent assistance regarding the recent issues with Wawanesa insurance and the financial transaction that could not be completed. - My broker notified me about the situation - and my broker suggested that I call the provided number to speak with Wawanesa insurance. - As advised, I called the insurance company four times, and each time I was connected to a receptionist who took my information. - However, no one ever called me back. - Despite my four attempts to resolve the issue by providing my details, I did not receive any follow-up communication. - Subsequently, I received a letter stating that my insurance was canceled. - The insurance company never attempted to call me back or help me understand my bill and the issue preventing the payment from being processed. - - This lack of response is causing significant ********* problems *** ****** ********* ** ** *** ** *** ********** * My broker informed me that the payment was bounced. I explained to my broker that there seems to be an issue between the bank and the insurance company. —- Despite this, the insurance company should have called me back and not ignored my four calls. * ******* ****** *** ****** ** ******* *** ** ** *** ************** ** * ******** ** ******* ** ***** ******** ********** ***** I made multiple attempts to contact them as advised by my broker. I urgently need my insurance to be reinstated, as this situation is affecting me severely. ********* ** ******* ********* ******* **** ** *********** ********** *** **** ***** ** ** * ********** ********* ***** * *** ** ****** ** ***** ******* ********** ***** ** ******* * *** ********* *** ****** ***** ****** ** *** ********* ********* **** ** ******** *** ************. I request your immediate assistance to resolve this matter. * ** ** *** ********** *** ** ********* ******* ** **** ********* ******* ********** ** ******** ********** ********* ********* *** ********** *** ********** ***** ***
Business Response
Date: 03/07/2024
Hello Abdul,
Thank you for taking the time to raise your concerns regarding the cancellation of your policy.
Further to The Office of the Ombudsman's correspondence with you on June 25, 2024, please note that your concerns have been escalated within the Underwriting Department, in accordance with Wawanesa's complaints management process. The matter is currently being reviewed by an Underwriting Supervisor and your licensed insurance broker. A representative from your brokerage will contact you as soon as an update is available regarding your concerns and next steps.

Thank you for your anticipated patience and understanding.
Initial Complaint
Date:02/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in a motor vehicle accident on November 21, 2023. I began a claim with my Wawanesa Insurance claims adjuster named Krista ******* I was advised of the amount that I was going to receive by Ms ****** as my car was a write off and I was not at fault in the accident. I was told I would be receiving the settlement payment once I have signed all the required documentation ie the vehicle release form, acceptance of the settlement and send them a copy of my ownership, which I did on December 12, 2023. The insurance agent then told me she would send an EFT and I would receive the funds in a few business days. The few days went by and nothing was deposited to my account. I called the insurance company and was advised a cheque was sent instead, to which I was confused as they said it would be an EFT. I got the cheque in the mail Monday December 18 2023 and took it to the bank. They said it would take some time for the bank to clear it so they held it. It was set to clear on December 22, 2023. Not long after I took the cheque to the bank the Ms ****** emailed me saying she sent a cheque on accident and she would have the cheque voided and send the EFT. I responded to her email within 3 minutes of receiving hers and let her know I already took the cheque to the bank and it was deposited. She did not respond to my email or my calls, so I put faith out there that she saw that I had deposited the cheque and she would not cancel it. However, I was WRONG. It turns out she cancelled the cheque. So, instead of the cheque clearing and being deposited into the account on the expected date of December 22, I received a stop payment notification. Once again, no EFT was sent. My family and I were **** ******** *** *** ******** **** ** ***** ** *** ** *** ******** *** ** *** ** ******* ****** *** *** ******** ** ** *** * *** ** *** ** ****** ******** *** **** counting on the funds from Wawanesa. Wawanesa and it’s agent have acted in a very unprofessional manner, leaving their customer disappointed, confused, frustrated *** ******* **** ************ as I would have expected better communication from them
Business Response
Date: 05/01/2024
Hello Dean,
Thank you for taking the time to reach out regarding your experience. We're very sorry to hear about your concerns with respect to the payment for your claim.
Kindly note that Wawanesa is in receipt of your concerns and will continue to communicate with your retained counsel for this matter. As you have retained counsel, all communication must be through your representative.
Thank you for your anticipated cooperation and understanding.
Initial Complaint
Date:04/08/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm having problems with canceling my house insurance. I asked I'm having problems with canceling my house insurance. I asked Wawanesa Insurance to have it canceled as my yearly payments have tripled over the past 9 years. I priced around to other companies and they at $******* or less a year. I pay almost $******* a year for a 860 square foot home. I never made one claim over 30 years. My ex-wifes name is on the house insurance ( not her married name ) I haven't seen her in 10 years and can't find her to sign off on the house insurance so I can find cheaper insurance. Wawanesa Insurance refuses to cancel my insurance and has tripled my insurance ******* * ***** ****** ** **** *** *** ** **** ** ****** **** ** ******** ** my yearly payments have tripled over the past 9 years. I priced around to other companies and they at $******* or less a year. I pay almost $******* a year for a 860 square foot home. I never made one claim over 30 years. ** ******* **** ** ** *** ***** ********* * *** *** ******* ***** * ******* **** *** ** ** ***** *** ***** **** *** ** **** *** ** *** ***** ********* ** * *** **** ******* ********** ******** ********* ******* ** ****** ** ********* *** *** ******* ** ********* ******* * **** ****** ** **** *** *** ** ******* ****
Business Response
Date: 17/08/2023
Good afternoon Ken,

We are in receipt of your message from August 4th 2023. We’re sorry to hear about your concerns with cancelling your policy.
To assist you, an Underwriting Supervisor has been engaged and is reviewing your file. The Supervisor will be in touch with you shortly to gather supporting documentation, if not already. The Supervisor will work with you to try to find a suitable resolution for you.
Thank you, once again, for the opportunity to review and respond to your concerns. We hope that this matter will be resolved for you shortly.

Kind regards
Initial Complaint
Date:24/05/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had to buy home insurance to live in an apartment in Prince George BC 2 seperate times with this company. I had moved from the residence one time last year and tried to cancel while they charged me for 3 extra months and refused to return me my funds back for the 3 months that I had moved away to another town (Kelowna BC). I moved back into a different unit a few months later back in Prince George and had no choice to get insurance with them. I moved out of there and to another town in December and tried to cancel my insurance. They do not answer emails or their phones and when I do get someone they don't cancel my insurance and to this day are still trying to bill me. They take the money *** *** ****** *** and now are going to send me to collections for non payment of a place that I no longer reside. I talked to a new rep the other day and she said she would make a note and then they tried to take out $***** on May3rd/23 which they couldn't because I was forced to put a $** dollar stop payment on it. They also keep trying to take out $***** monthly. I desperately need help to get them to close my account forever and recover the funds that they take without permission. I have all the proof. I am looking to recover my $****** for all the payments that they took without permission, and the $***** for the stop payment fee. I cannot spend any more months fighting them without resolution. Please help me recover my $****** from this company. I would like it mailed to my new residence. My proof is through email, my old and current landlord, and bank statements **** * *** ******* ** *** *** ** **********
Business Response
Date: 06/06/2023
Hello Starrlette,
Thank you for taking the time to share your concerns regarding your policy payments. To assist you, an Underwriting Supervisor has been engaged and is reviewing your file. The Supervisor will be in touch with you shortly to gather supporting documentation, if not already. The Supervisor will work with you to try to find a suitable resolution for you.
Thank you, once again, for the opportunity to review and respond to your concerns. We hope that this matter will be resolved for you shortly.
Initial Complaint
Date:16/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
November 23, 2021 my property management company called me to advise my toilet overflowed dirty water into the below and the unit below. They quickly moved to have the mess cleaned up. No major damage but an unpleasant mess. I was not home at the time, when I arrived home no damage to my unit. I called Wawanesa to get some information and was told no one was available to speak with me about my policy. For 9 months I have not been able get calls retuned or details about my policy from Wawanesa. I have been contacted by third parties demanding funds of approximately $5000.00. I've paid into my policy for 11 years and when I need it , it may not cover me, I can't get a new policy until this is resolved and my payments have now doubled and I still may be charged the full amount for repairs. It feel like I'm being ****** and I have no idea what is going on and I cant move on. Its very unfair. ** * **** *** ********* ****** ****** ********
Business Response
Date: 25/08/2022
Thank you for taking the time to make us aware of your concerns regarding your claim. We're very sorry to hear about the delays that you've encountered. We understand that a Claims Supervisor has since been in touch with you regarding your service concerns and will assist with having you contacted by the appropriate party regarding your policy concerns. Thank you for providing us with the opportunity to address your concerns.
Customer Answer
Date: 30/08/2022

Complaint: ********

* ** ********* **** ******** ********
I have yet to receive a resolution to my on going issues. I continue to be unable to communicate consistently with staff. Alice from Edmonton office has been very helpful providing accurate information about my policy and supportive in reinstating it but my larger issue is with the people delivering the services. My claim is related to a small water issue. I have no confidence we would be adequately supported if a larger issue we’re yo occur . I just want my old policy reinstated (which would never had been canceled if anyone over the last 11 months had taken the time to explain the process to me , despite repeated requests) and to be released from my policy in Nov 2023, 2 years after my claim.
Sincerely,

Marika ********

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Wawanesa Insurance is NOT a BBB Accredited Business.