Complaint Handling Policy

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 the 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 any questions or concerns. The contact information for your Broker will be listed on the declaration page on the 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 a claim with us, we first encourage you to contact your Claims Adjuster to address specific questions or concerns. If you are not satisfied with the response of your Claims Adjuster, then please ask to speak to our Claims Manager; George Malitsin 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. 

Ombudsman Liaison Representative
Howick Mutual Insurance Co.
40592 Amberley Rd RR 4
Wingham, ON  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,
• Your policy and/or claim numbers; and
• What you would like to see happen (your desired outcome).

 Howick Mutual Insurance Co. 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 Financial Services Regulatory Authority of Ontario (FSRA).

To obtain the services of the FSRA, 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 Insurance Co. stating its final position.

Written complaints may be sent to:

Financial Services Regulatory Authority of Ontario (FSRA)

5160 Young St 16th Floor

Toronto ON  M2N 6L9

Fax: 1-416-590-7070

Toll Free: 1-800-668-0128

Online Complaint submission link: https://www.fsrao.ca/ask-question-file-complaint-or-report-fraud

Please note that if you are writing the FSRA 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.