Pro-Demnity Insurance Company Consumer Complaint Handling Protocol

This Protocol sets forth the consumer complaint handling procedures of the Company.

The Conduct Review and Complaints Committee (“the Committee”) of the Company is composed of a minimum of three members of the Board of Directors of the Company. The Committee shall consider and investigate complaints made by insureds or members of the public regarding the conduct or actions of any member of the Company or decisions made by the Company with respect to premiums, claims and claims processing and insurance coverage and all other matters relating to the insurance provided by the Company.

The Company’s Ombudsman Liaison Representative with The Office of the Insurance Ombudsman (“OIO”) is Margarette Chan, the Corporate Secretary of the Company, who may be reached at 111 Moatfield Drive, Toronto, Ontario, M3B 3L6, Telephone no. 416-386-1770 and Fax no. 416-449-6412.  You must submit your written complaint to the Ombudsman Liaison Representative who will then submit the complaint to the Committee which shall consider and investigate the complaint and gather all relevant information from you and the Company.

Complaint Handling Procedures

  1. A complaint must be submitted in writing to the Ombudsman Liaison Representative as noted above.
  2. The Ombudsman Liaison Representative will open a file for the complaint and submit the complaint to the Committee for review.
  3. The Committee shall consider the complaint and gather all relevant information from the complainant and the Company.
  4. The Committee’s decision concerning the complaint will be made within ninety (90) days of the date of receipt of the complaint by the Ombudsman Liaison Representative.  The Ombudsman Liaison Representative will send a letter to the complainant stating the final decision made by the Committee on behalf of the Company.
  5. If a complaint is not resolved by the Company or if the complainant is not satisfied with the Company’s final decision, a consumer may have the complaint reviewed by the OIO.  Written complaints to the OIO may be sent to:

    Insurance Ombudsman
    Financial Services Commission of Ontario
    Box 85, 5160 Yonge Street
    North York, Ontario M2N 6L9
    Fax: 416-590-8480

    The findings of the OIO are not binding on either party.