Complaint Handling Protocol

STEP 1 – Resolve the Problem at the Source

When you have a concern, we recommend that you speak to the representative of the department involved: your broker, adjuster, underwriter, sales representative, etc. If you aren’t satisfied, ask for a manager or a supervisor. It is usually quicker and easier to check the facts and find a solution at the point where the problem occurred.

Gather the Facts

To speed up the process, we recommend that you have all relevant information handy prior to contacting A & A Insurance Brokers Ltd. The information needed includes:

• details of your complaint, including your policy and/or claim numbers;

• any supporting documents and important dates;

• the names of any employees you have dealt with.

STEP 2 – Contact the Manager

If your complaint is not resolved after completing Step 1, you can escalate the matter to our Manager – Amy Lynne Armstrong.

What you can expect

• A representative will contact you about your concerns.

• The representative will give you an estimated time frame required to review your file.

• A thorough review of your file and the concerns you have raised will be conducted by the representative. You will then be provided with a clear response regarding A & A Insurance Brokers Ltd.’s position on the matter. Any further action that can be taken will be discussed with you and/or forwarded to you in writing.

• If you remain dissatisfied with the response, the representative can provide you with information on how you can escalate your complaint to the Principal Broker.

You may reach the Manager in the following ways:

By mail

A & A Insurance Brokers Ltd,
3220 Dougall Ave, Unit B,
Windsor, ON
N9E 1S6.

By email: amylynne@aains.ca

By telephone: 519-250-4111

STEP 3 – Escalation to the Office of the Principal Broker

If you remain dissatisfied after speaking to the Manager, you may escalate your concerns to the Principal Broker for an independent review. Please note that the Principal Broker will not review a complaint that has not first gone through Steps 1 and 2 detailed above. Any complaint escalated to the Principal Broker should be made in writing. Please include the following information when escalating your complaint:

• summary of your complaint;

• list of all unresolved concerns;

• the reason you feel your concerns have not been resolved at Steps 1 and 2 above;

• any documentation/information that you would like to have reviewed;

• your desired outcome.

The Principal Broker’s role is to conduct an independent and impartial investigation of your complaint. The objective of this investigation is to examine whether your file was handled fairly and appropriately.

What you can expect

• The Principal Broker will work with you and A & A Insurance Brokers Ltd. to try and resolve your complaint in a fair and impartial manner.

• For complaints that are not easily resolved or require a full investigation, the Principal Broker will provide you with a formal written response. A written response is usually completed within 30 business days; however, depending on the complexity of the issues and the caseload, more time may be necessary to complete a thorough review of your file. You will be updated on the progress of your complaint if more time is required.

When the Principal Broker has reviewed your complaint and provided you with a response, your file will be considered closed. Your file will not be reopened unless you can present new and relevant documentation or information for further consideration.

You may reach the Principal Broker at:

By mail:
A & A Insurance Brokers Ltd,
3220 Dougall Ave, Unit B,
Windsor, ON
N9E 1S6.

STEP 4 – External Resources

If you remain dissatisfied following the Principal Broker’s investigation, you can contact the General Insurance OmbudService. The General Insurance OmbudService is an independent dispute resolution service available to any home, auto or business insurance policyholder in Canada. You can access their services by phone, mail, e-mail, fax or through their website. There is no charge for their service.

The Principal Broker will liaise with the General Insurance OmbudService and all applicable provincial and federal regulators in order to resolve the complaint as effectively as possible. Please note that the General Insurance OmbudService does not provide monetary compensation, and its mediation and arbitration services are non-binding.

You may reach the General Insurance OmbudService at:

General Insurance OmbudService
10 Milner Business Court, Suite 701
Toronto, Ontario M1B 3C6
1-877-225-0446

www.giocanada.org

If you have a complaint specifically about A & A Insurance Brokers Ltd. Complaint Handling Protocol and processes, you may contact the Financial Consumer Agency of Canada. Please note that the Financial Consumer Agency of Canada does not provide redress or compensation and does not become involved in individual disputes.

You may reach the Financial Consumer Agency of Canada at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario K1R 1B9