The following is a copy of our Complaint Handling Protocol as it has been filed with the Financial Service Regulatory Authority of Ontario.<\/p>\n
1. The \u201cCompany Complaint Officer\u201d (as filed with FSRA) is Daniel J. Hill.<\/p>\n
2. To activate the company\u2019s complaint handling process a policyholder(s) must provide a description of his or her complaint to the company in writing.<\/p>\n
3. Letters of complaint will be reviewed by the \u201cCompany Complaint Officer\u201d or his\/her alternate within five (5) business days of being received at the company.<\/p>\n
4. The \u201cCompany Complaint Officer\u201d will consult with appropriate staff representatives and send to the policyholder a letter outlining the company\u2019s final position within sixty (60) days of the \u201cCompany Complaint Officer\u201d review of the letter of complaint.<\/p>\n
5. Our goal as a policyholder-owned, purely mutual company is to treat policyholders in a fair, courteous and timely manner. Time lines mentioned above are minimum standards.<\/p>\n
6. This Complaint Handling Protocol does not apply to any situation involving litigation by the insured against the company or where the insured has retained legal assistance in that regard.<\/p>\n
7. Complainants who have unresolved complaints will be advised how to contact the Office of the Insurance Ombudsman.<\/p>\n
Office of the Ontario Insurance Ombudsman
Financial Service Regulatory Authority of Ontario
5160 Yonge Street, 16th Floor
Toronto, Ontario
M2N 6L9
Telephone: 416-250-7250
Toll free: 1-800-668-0128<\/p>\n