At Pro-Demnity, we are committed to ensuring the fair treatment of all our clients: architectural practices requiring professional liability insurance in Ontario. As the architects’ professional and trusted ally, our intent, aligned with our Cause, Purpose, Ambition and Values, is to uphold transparency, integrity and equity throughout the insurance lifecycle. We endeavour to treat our customers and other stakeholders in a professional and courteous manner and strive to be fair, honest, transparent and equitable in our actions and decisions.

Fairness and Equity

We believe in treating all customers with fairness and equity. This means providing equal access to our services and ensuring that all clients are treated with respect and dignity.

Integrity

We are dedicated to maintaining high ethical standards in all our dealings. Our commitment is to be honest, transparent, and accountable in every aspect of our business.

Transparency

We are committed to being transparent with our clients. This includes clear communication about our products, services, pricing, and policies. We believe that transparency builds trust and fosters long-term relationships with our clients and their employees.

Resolving Complaints

We understand that sometimes things may not go as expected and we are committed to addressing any concerns promptly and effectively. We provide clients with a clear, simple and accessible path to resolving complaints:


1. Contact us directly
As your insurer, we are your first complaint resolution stop. Please share relevant details such as a summary of what happened, supporting documents, your policy number, and the resolution you are seeking to help us to serve you better.

E-mail: complaints@prodemnity.com
Mail: Pro-Demnity Insurance Company
160 Bloor St. East, Suite 1001, Toronto, ON M4W 1B9

We will immediately acknowledge receipt of your complaint and work to resolve it within 5 business days of receipt. Most complaints can be resolved very quickly and easily and may be handled in a phone call.

2. Escalate to the Company’s Ombudsperson
Should you be unsatisfied with how the complaint was handled, you have the option to escalate it to our Ombudsperson.

Submit your written complaint to Pro-Demnity’s Ombudsperson:

Dilhara Perera, Corporate Governance Specialist
dilharap@prodemnity.com OR 160 Bloor Street East, Toronto, Ontario, M4W 1B9 OR Telephone no. 416-386-1770.

A file will be opened and submitted to the Conduct Review, Governance and Nomination Committee (the “CRGN”) of the Board of Directors for resolution within 90 days of their receipt of the complaint.

3. External Complaint Resolution
If the complaint is not resolved by Pro-Demnity or if the client is unsatisfied with the Company’s final decision, the client may have the complaint reviewed by the Financial Services Regulatory Authority of Ontario (“FSRA”). Information about written complaints to FSRA may be found on their website.

Our Commitment to You

We value our clients’ feedback and use it to inform the continuous improvement of our products and services. We appreciate your business and are steadfast in our commitment to serve you fairly and equitably and with integrity, and transparency. Thank you for your trust and confidence in us.

Updated on November 27, 2025