- The “Company Ombudsman/Liaison Representative” (as filed with FSRA) is Brian Downie.
- To activate the company’s complaint handling process, a policyholder(s) must provide a description of his/her complaint to the company in writing.
- Letters of complaint will be reviewed by the “Company Ombudsman/Liaison Representative” or his/her alternative within five (5) business days of being received at the company.
- The “Company Ombudsman/Liaison Representative” will consult with appropriate staff representatives and sent to the policyholder a letter outlining the company’s final position within sixty (60) days of the “Company Ombudsman/Liaison Representative’s review of the letter of complaint.
- Our goal as a policyholder-owned, purely mutual company is to treat policyholders in a fair, courteous and timely manner. Timelines mentioned above are minimum standards.
- 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.
- The Ontario Insurance Ombudsman can be reached at 1.800.688.0128 or www.fsrao.ca.
