Complaint Handling

  1. The “Company Ombudsman/Liaison Representative” (as filed with FSRA) is Dean Muharrem – President & CEO.
  2. To activate the company’s complaint handling process a policyholder(s) must provide a description of his/her complaint to the company in writing.
  3. Letters of complaint will be reviewed by the “Company Ombudsman/Liaison Representative” or his/her alternate within five (5) business days of being received at the company.
  4. The “Company Ombudsman/Liaison Representative” will consult with appropriate staff representatives and the Board of Directors and send to the policyholder a letter outlining the company’s final position within forty-five (45) days of the “Company Ombudsman/Liaison Representative’s” review of the letter of complaint.
  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.
  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.
  7. Complainants who have unresolved complaints can contact the Financial Service Regulatory Authority (FSRA) of Ontario for further investigation by using the FSRA Complaint Form.