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How to Make a Complaint About Your Insurance, Claim, or Service

If something has gone wrong, tell us. We read every complaint, track it, and follow it through to an answer.


This complaint process applies to all products offered through Walnut and our partners.


What counts as a complaint?


A complaint is an expression of dissatisfaction about our products, our service, or the service provided by a partner or insurer working with us.
Your complaint could be about:


  • A quote or application
  • Your policy or coverage
  • A payment or billing issue
  • A claim or the handling of your claim
  • The service you received or the way you were treated


If you are unhappy with an answer you have already received from us, let us know, and we will treat your concern as a complaint.


Step 1: Tell us about your complaint


You can contact us in any of the following ways:


Email: help@gowalnut.com
Phone: (647) 495-7068
Chat: Click the chat button on help.gowalnut.com or, where available, in your partner's app.


If you contact us by email or chat, include "Complaint" in your first message so we can route it correctly.


To help us review your complaint as quickly as possible, please include:


  • Your full name and the email address or phone number associated with your account
  • Your policy or claim number, if you have one
  • A description of what happened, including relevant dates
  • Any screenshots, letters, receipts, or other documents that support your complaint
  • The outcome you are looking for


Step 2: We acknowledge your complaint


We aim to send you a written acknowledgement within two business days, and no later than 10 days after we receive your complaint.


The acknowledgement will confirm when we received your complaint and explain what happens next. If we need additional information from you, we will let you know.


Our support hours are Monday to Friday, 8:00 AM to 7:00 PM Eastern Time.


Step 3: We review your complaint


We record, categorize, and review every complaint we receive.


Some issues can be resolved directly by us. Others may need to be addressed by the insurer that issued your policy, the adjuster handling your claim, or the partner through which you purchased your coverage.


When another party needs to be involved, we will escalate the complaint on your behalf, stay involved, and keep you updated.


We aim to provide you with a written response within 30 days, and no later than 60 days after receiving your complaint.


If additional time is required, we will let you know, explain the reason for the delay, and provide you with a new expected response date.


Step 4: We respond


Our written response will explain:


  • What we found during our review
  • The decision or outcome
  • The reasons for that decision


If we cannot provide the outcome you requested, we will explain why.


Step 5: If you are still not satisfied


If you disagree with our response, you can ask us to review the decision again.


Reply to our response and explain what you disagree with. A senior member of our team will review your complaint and the decision.


You may also have the option of taking your complaint to an external complaint resolution organization. The appropriate organization depends on your product, insurer, and province or territory. We will direct you to the appropriate organization for your situation.


Using an external complaint service does not affect your coverage or your standing with us.


Additional rights for Quebec customers


If you live in Quebec, additional complaint-handling requirements apply.


If you are not satisfied with the outcome of your complaint or how your complaint was handled, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF) for examination.


You may also contact the AMF if you have not received a final response to your complaint within 60 days.


To request a transfer, ask us in writing at help@gowalnut.com, or contact the AMF directly:


Once you ask, we send the AMF your complete complaint file. The AMF examines it and may offer dispute-resolution services, such as mediation or conciliation, if both sides agree.
There is no charge to you, and asking for a transfer does not affect your coverage or your standing with us.


You have one year from the date of our final response to ask for your complaint file to be transferred to the AMF.


Our commitment to you


When you make a complaint, we will:


  • Aim to acknowledge it within two business days, and never later than 10 days
  • Aim to provide a full response within 30 days, and no later than 60 days, subject to any permitted extension
  • Explain the outcome of our review and the reasons for our decision
  • Keep you informed if another party needs to be involved
  • Tell you about applicable external complaint options
  • Use what we learn from complaints to improve our products and service

Updated on: 29/10/2026

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