COMPLAINT HANDLING POLICY

CONSUMER RIGHTS & RESPONSIBILITIES

Howick Mutual Insurance Company – Complaint Handling Policy

Howick Mutual Insurance Co. endeavors to maintain the highest standards of service at all times and the fair treatment of all consumers (policyholders). The Howick Mutual Insurance Company’s Complaint Handling Policy sets forth the complaint handling procedures for our Company.

STEP ONE:

If your complaint is regarding your insurance policy (including rates, premiums, coverages and policy payment), we first encourage you to contact your insurance Broker to address your questions or concerns. The contact information for your Broker will be listed on the declaration page on your Howick Mutual insurance policy. If you are not satisfied with the response of your Broker, then please ask to speak to his or her Manager/Supervisor.

If your complaint is regarding your claim with us, we first encourage you to contact your Claims Adjuster to address your specific questions or concern. If you are not satisfied with the response of your Claims Adjuster, then please ask to speak to our Claims Manager; Elaine Brown at 1-800-265-3033.

To streamline these communications, we recommend that you have all relevant information available prior to contacting your Broker or Claims Adjuster. The information required includes:

  • Details of your complaint, including your policy and/or claim numbers.
  • Any supporting documents and important dates; and the names of any person(s) you have dealt with.

STEP TWO:

If you feel your inquiry or concern is still not addressed in STEP ONE, you may submit a written complaint to our company’s Ombudsman Liaison Representative; Kevin Inglis. You can contact Mr. Inglis at:

Ombudsman Liaison Representative Howick Mutual Insurance Co.
40592 Amberley Road, RR #4
Wingham, Ontario, N0G 2W0

Please include the following information in your written submission:

  • A summary of your complaint;
  • A list of all unresolved concerns;
  • The reason why you feel your concerns have not been addressed in step one;
  • Any documentation/information that you would like to have reviewed,
  • including your policy and/or claim numbers; and
  • What you would like to see happen (your desired outcome).

Howick Mutual will make every effort to resolve any issue in a fair and reasonable manner. We will contact you within fifteen business days of receiving your complaint to let you know of our commitment. If resolving your complaint takes longer than anticipated, a representative will keep in touch with you regularly to update you on the progress.

Please note that the Ombudsman Liaison Representative will not review any complaint that has not gone through STEP ONE above. Any complaint made to the Ombudsman Liaison Representative should be made in writing.

STEP THREE:

If you feel that your complaint was not resolved by the Ombudsman Liaison Representative or you are not satisfied with the final decision, then you may have your complaint reviewed by the Office of the Insurance Ombudsman (OIO).

To obtain the services of the OIO, you must write a letter outlining the nature of the dispute as well as describe what you want Howick Mutual Insurance Co. to agree to. Before mailing your letter, you must also enclose a copy of the letter from Howick Mutual stating its final position. The letter to the OIO should be sent within six months from the date of Howick Mutual’s final position letter.

Written complaints may be sent to:

Insurance Ombudsman Financial Services Commission of Ontario (FSCO)

PO Box 85, 5160 Young Street
Toronto, Ontario M2N 6L9
Fax: 1-416-590-7070

Please note that if you are writing the OIO on behalf of a friend or a relative, you should include a note signed by the person for whom you are acting, stating that the person is authorizing you to do so. In some instances, when it is not possible to obtain such authorization, an explanation explaining the circumstances is required in writing.

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