If you are not satisfied with our level of service, or the outcome of your claim, please contact the employee or representative who served you. The employee’s contact information can be found on the documents you received.
Prior to contacting us, gather the following:
Decide how you will contact us.
When communicating with the company, be sure to:
If you are not satisfied with the outcome of your complaint, you may address your complaint to the Complaints Officer/Ombudsman, Old Republic Insurance Company of Canada, Box 557, Hamilton, ON L8N 3K9
When communicating with the Complaints Officer/Ombudsman:
The Complaints Officer/Ombudsman will conduct a review and ensure that the company’s decision and reasons are communicated to you in writing. The response will also notify you of your right to have your complaint reviewed by an independent third party.
If you wish to pursue the matter further, you may contact the OmbudService for Life & Health Insurance (OLHI) which deals with concerns about life and health insurance products and services that have not been resolved through the company’s dispute resolution system.
To learn more about the complaint services of the OLHI visit www.olhi.ca
Note: All correspondence should be sent to OLHI Toronto office.
OmbudService for Life & Health Insurance (OLHI)
20 Adelaide Street East, Suite 802, PO Box 29
Toronto ON M5C 2T6
Toll Free Canada 1-888-295-8112
Toll Free Quebec 1-866-582-2088
Bell Relay Service (hearing impaired): 1-800-855-0511
Note: OLHI may take on your case if, after receiving our final response, you would like to pursue the matter further, or if you have not received our final response in 90 days.
If you wish to pursue the matter further, you may contact the General Insurance OmbudService (GIO), which helps resolve differences between insurance companies and their customers, for home, automobile and business insurance issues in Canada. GIO is an independent dispute resolution service and there is no charge for their services. The GIO will determine if your issue falls within their mandate.
You can access GIO by phone, mail, e-mail, fax or through their website.
Our Ombudsman’s Office will work with the GIO and all applicable provincial and federal regulators in order to resolve the issue as effectively as possible. The GIO does not provide any type of compensation and its services are non-binding.
You may reach the General Insurance OmbudService (GIO) at:
General Insurance OmbudService
4711 Yonge Street, 10th Floor
Toronto, ON M2N 6K8
*If mailing please use Priority Post rather than FedEx, Purolator or other courier services.
There are a number of resources available to consumers. Depending on the nature of your complaint you may wish to contact government regulators at the provincial or federal level.
The Financial Services Regulatory Authority of Ontario (FSRA) is an independent regulatory agency created to improve consumer protections in Ontario. FSRA was established to replace the Financial Services Commission of Ontario (FSCO) and the Deposit Insurance Corporation of Ontario (DICO). The agency is flexible, self-funded and designed to respond rapidly to an evolving commercial and consumer environment.
Ontario residents wishing to involve the FSRA with a complaint need to complete an online form, which is found here: https://www.fsrao.ca/consumers/ask-question-file-complaint-or-report-fraud
Financial Services Regulatory Authority of Ontario
5160 Yonge Street, 16th Floor
Toronto, Ontario M2N 6L9
The Autorité des marches financiers (AMF) is the body mandated by the Québec government to regulate Québec’s financial markets and assist consumers of financial products and services.
If you are not satisfied with our company position and the outcome of the OLHI review, and wish to pursue the matter further, you may choose to have your complaint file transferred to The Autorité des marches financiers (AMF). You can contact the AMF, by calling toll free, 1-877-525-0337 on their website at www.lautorite.qc.ca, by e-mail to: firstname.lastname@example.org or in writing to:
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions. For example, financial institutions are required by law to provide consumers with information about complaint-handling procedures.