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.
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.
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.
If you are not satisfied with the outcome of your complaint, you may address your complaint to: Complaints Officer/Ombudsman, Old Republic Insurance Company of Canada, Box 557, Hamilton, ON L8N 3K9, Fax: 1-866-551-1702
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 our company is unable to resolve your complaint or has not responded to you outlining our final position in a timely manner, you have the right to have your complaint reviewed by the independent dispute resolution service provided by the OmbudService for Life & Health Insurance (OLHI).
OLHI is a national independent complaint resolution and information service for consumers of Canadian life and health insurance products and services. OLHI’s services are available if you are a consumer of a Canadian life and health insurance product or service and your insurance company is an OLHI member. Old Republic Insurance Company of Canada is a member of OLHI.
An experienced OLHI counsellor will review your matter from an independent perspective to collect all relevant facts and information and to advise you how best to deal with your complaint. You will be advised about the process and what to expect. All unresolved complaints will be reviewed and a response provided in all cases. You can expect to have your complaint dealt with in a fair and impartial manner.
To learn more about the complaint services of the OLHI visit www.olhi.ca
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 Autorité des marches financiers (AMF) is the regulatory body responsible for administering and overseeing the regulation of life insurance companies in Quebec.
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.