Complaint Handling Protocol
Brant Mutual Insurance Company is committed to providing customers with exceptional service. If you are not satisfied with the service you have received, we encourage you to give us your feedback through the following Complaint Handling Protocol. We want to ensure that your concerns are handled fairly and efficiently.
STEP 1 – Resolve the Problem at the Source
When you have a concern, we recommend that you start at the source. Speak to your Account Representative. 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 Brant Mutual Insurance. The information needed includes:
- details of your complaint including your policy and/or claim numbers;
- any supporting documents and important dates; and
- the names of any employees you have dealt with.
STEP 2 – Escalation to the President/CEO
If you feel your concern or complaint has not been met to your expectations by your Account Representative, you are welcome to escalate to the President/CEO of Brant Mutual. We recommend that along with the relevant information you have brought to your Account Representative, you will want to bring any relevant information regarding your discussions with your Account Representative as well as any new information that could affect your concern/complaint.
STEP 3 – Escalation to the Complaints Officer
If you remain dissatisfied after speaking to the President/CEO, you may escalate your concerns to the Complaints Officer for an independent review.
The role of the Complaints Officer is to conduct an independent investigation of your complaint. The objective of this investigation is to examine whether your file was handled fairly and appropriately – in conjunction with Brant Mutual Insurance Companies guidelines for liability coverage.
Any complaint escalated to the Complaints Officer must 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 Step 1;
- any documentation/information that you would like to have reviewed; and
- what you would like to see happen (your desired outcome).
Please note that the Complaints Officer will not review a complaint that has not gone through Steps 1 and 2, and a written complaint has not been submitted.
What you can expect
- The Complaints Officer will work to resolve your complaint in a fair and impartial manner.
- For complaints that are not easily resolved or require a full investigation, the Complaints Officer 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 case load, 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 Complaints Officer 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.
STEP 4 – External Resources
If you remain dissatisfied following the Complaints Officer’s investigation, you may contact the Insurance Ombudsman at the Financial Services Regulatory Authority of Ontario. There is no charge for their service.
You may reach FSRA at:
Financial Services Regulatory Authority of Ontario (FSRA)
Attention: Insurance Complaints
5160 Yonge Street – 16th Floor
Toronto, Ontario M2N 6L9
Telephone: 416-250-7250 Toll free: 1-800-668-0128
Fax: (416) 590-7070 TTY: 1-800-387-0584