COMPLAINT RESOLUTION
If you have a question or concern, we will work with you to find an answer.
HOW OUR CUSTOMER COMPLAINT PROCESS WORKS
If you have a complaint about a service or product from Family Insurance Solutions, please address it by following these steps.
SPEAK TO YOUR BROKER
Your primary contact is your independent insurance broker, where you purchased your insurance. Your broker is a licensed insurance professional who can provide you with independent insurance advice. He or she is often able to provide clarification prior to escalating your concerns to a Family Insurance representative.
CONTACT A FAMILY INSURANCE REPRESENTATIVE
If your broker is unable to resolve your concerns or provide clarification, please contact Family Insurance.
CONTACT THE OMBUDSPERSON
If your concern remains unresolved by Family Insurance, please contact the ombudsperson directly. Please note, the ombudsperson doesn’t review complaints that have not gone through steps 1 and 2.
If you wish to pursue your complaint, please contact Definity Insurance’s Office of the Ombudsperson. You will need to explain why you remain dissatisfied with this decision and provide any additional documentation that supports your position. The Office of the Ombudsperson can be reached by:
Phone: (519) 570-8215 or toll free 1 -800-265-9996 (ext. 48215)
Email: ombudsperson@definity.com
Mail to: Definity Insurance Office of the Ombudsperson
111 Westmount Road South PO Box 2000
Waterloo ON N2J 4S4
The office of the ombudsperson can work with complainants on many concerns; however, assistance in the following areas cannot be provided:
• Cost of insurance and rates
• Availability of insurance
• Dispute settlement procedures as required by law or designated regulatory authorities
• Matters that have been, or are, before the courts.
Once the office of the ombudsperson has completed a review, you will be given a final position in writing. Most investigations are completed within 30 days, however, if this deadline can’t be met, we’ll let you know why and when you can expect a response.
EXTERNAL RECOURSE
If you’re still dissatisfied after receiving the final position from the ombudsperson, you can pursue your complaint further with the appropriate regulatory and industry bodies available to you.
The General Insurance OmbudService (GIO) is a free, neutral, federal agency that may assist you in finding a resolution. They can be contacted at 1-877-225-0446, or via their website at www.giocanada.org.
For concerns regarding financial transactions, you may also contact the Financial Consumer Agency of Canada (FCACs).
Web: www.fcac-acfc.gc.ca
Tel: (English): 1-888-461-3222
Tel: (French): 1-866-421-2232
Fax: 1-866-814-2224
Mail:
Financial Consumer Agency of Canada (FCAC)
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9