In the event of a question by the policyholder or a disagreement a policyholder may have with a company decision that policyholder should first speak with the staff member who made that decision for an explanation or clarification. If the policyholder is still not happy with the response they should speak with the respective heads of each department (Claims or Underwriting). If they are still unhappy they should then follow the Complaint Handling Protocol as laid out below.
FSCO has implemented a "Mutual Insurance Company Complaint Handling Protocol" which means that policyholders who have complaints should follow this process.
Our "Company Ombudsman" is the Secretary-Manager.
To activate our company's complaint handling protocol a policyholder must provide a description of his or her complaint in writing to the "Company Ombudsman".
The "Company Ombudsman" will respond to the policyholder with the company's final position within 60 days of the original written notice of the complaint. This does not involve any situation regarding litigation where the insured has retained legal assistance.
If the complaint is still unresolved the policyholder is able to contact the "Office of the Insurance Ombudsman".
As a mutual insurer our company does allow policyholders the chance to have the complaints reviewed by the board of directors if they have already received the final company position from the Secretary-Manager.