Complaint Procedures

Complaint-handling process for Old Republic Insurance Company of Canada

 

Step 1: Contact Us

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:

  • All of the relevant documents;
  • The name(s) of the employee(s) involved;
  • The reason for your dissatisfaction;
  • The questions you would like to ask; and
  • The case you would like to present and the solution you are seeking.

Decide how you will contact us.

  • By telephone

    • If you choose to contact the employee or representative by phone, we ask that you call us to set up an appointment. This will allow the employee to review your file and set aside the necessary time.

  • In writing

    • If you choose to write to us, be sure to include a detailed explanation of your complaint and photocopies of your documents. Please do not send originals.

When communicating with the company, be sure to:

  1. State the reason for your complaint and ask questions or raise any concerns you may have;
  2. Take note of the name of the person you are speaking with, keep a record of your conversation and copies of all correspondence; and
  3. Allow adequate time for a response to your complaint; if the employee or representative does not provide you with a satisfactory outcome, request to speak with the manager in that department.

Step 2: Filing a formal complaint.

If you are not satisfied with the outcome of your complaint, you may address your complaint to the Resolution Officer:

Old Republic Insurance Company of Canada
100 King St. W. Suite 1100
Hamilton, ON L8P 1A2
Canada
E-mail: compliance@orican.com 
Fax: 1-866-551-1702

When communicating with the Resolution Officer:

  1. We ask that you make your complaint to us in writing. At the top of your letter write the word “Complaint”;
  2. Provide your contact information;
  3. Describe the reason for your complaint, the steps you have already taken, and the response you have received; and
  4. Present your case and describe your desired outcome.

The Resolution Officer 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.

Step 3: Contacting Independent Regulatory Bodies
The Financial Consumer Agency of Canada (FCAC) 

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.
 
If you have a problem with a financial product or service, you may file a complaint with Old Republic Insurance Company of Canada. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints bodies: 


For Life & Health (Travel) insurance complaints, contact:


OmbudService for Life & Health Insurance (OLHI) 

You may submit a complaint online https://olhi.ca/complaints/submit-a-complaint/


OmbudService for Life & Health Insurance 

20 Adelaide Street East, Suite 802, PO Box 29
Toronto, ON M5C 2T6


Financial Services Regulatory Authority of Ontario (FSRA) 

You may submit a complaint by completing an online form, which can be found at: https://www.fsrao.ca/submit-complaint-fsra

Financial Services Regulatory Authority of Ontario

25 Sheppard Ave W Suite 100
North York, ON M2N 6S6
Website: https://www.fsrao.ca/ 
Email: contactcentre@fsrao.ca 
Telephone: 416-250-7250
Toll-free: 1-800-668-0128


Autorité des marchés financiers (AMF)

To submit a complaint to the AMF, you may call toll free at 1-877-525-0337, visit their website at https://lautorite.qc.ca/grand-public/assistance-et-plainte, send an e-mail to:  information@lautorite.qc.ca, or write to:


Autorité des marchés financiers

Place de la cité, Tour Cominar
2640, boulevard Laurier, 3e étage
Sainte-Foy, QC G1V 5C1


For Property and Casualty insurance complaints, contact:

 

General Insurance OmbudService (GIO)

If you are not satisfied with the proposed resolution, you may write to:
General Insurance OmbudService 
4711 Yonge Street, 10th Floor
Toronto, ON M2N 6K8
Toll Free: 1-877-225-0446
Fax: 416-299-4261
Web site: https://giocanada.org/contact/ 
Email address: info@giocanada.org 


Regulatory bodies and other resources

There are several resources available to consumers. Depending on the nature of your complaint you may wish to contact government regulators at the provincial or federal level.

If you want to know your rights or need information about Old Republic Insurance Company of Canada’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac 
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html 
Telephone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls.  You do not need to authorize the relay service operator to communicate with FCAC.
Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:    

Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa, ON K1R 7Y2

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