COMPLAINT HANDLING PROCESS
It is vital to us that you are satisfied when dealing with us
We do our best to provide exceptional insurance products and customer service, but we don’t claim to be perfect. If you have a complaint about your insurance or the service you received, please follow this process to get it resolved.
COMPLAINT HANDLING PROCESS
Complaint resolution assistance
We value the experience you have at Tradition Mutual Insurance. As a policyholder-owned pure mutual company our goal is to provide superior customer service and quality insurance products. If you have a question or concern, we want to work with you to find an answer or resolution.
If you have a complaint about a service or product from Tradition Mutual Insurance Company, please address it by following these steps:
Step 1: Speak to your agent or broker
Your first contact to Tradition Mutual is your agent or broker, the individual from whom you purchased your insurance. This representative is a licensed insurance professional who can provide you with insurance advice. In many cases, they are able to provide clarification and settle your dispute prior to escalating your concerns to a member of the Tradition Mutual management team.
Step 2: Contact a Tradition Mutual Insurance representative
After speaking with your agent or broker, if you feel your concern needs to be elevated with the company, the second contact should be the appropriate department manager or team leader. The department manager or team leader will identify what your concern is and work with you to resolve it, providing you with an explanation verbally and in writing to confirm the outcome, or provide you with the next course of action.
Step 2.5: Talk with the COO
If a department manager or team leader is unable to resolve your concern to your satisfaction, the complaint may be elevated to the Chief Operations Officer (COO).
Step 3: Contact the company complaint officer
If the concern cannot be resolved or you are of the opinion it remains unresolved, the final step would be to refer to the Complaint Handling Protocol. The protocol is only triggered when a complaint is received in writing and issued to the attention of the company complaint officer. To access information about filing a complaint with our ombudsman service, click here.
The role of the complaint officer is to fully review the situation and ensure that proper procedures have been followed given the situation. The complaint officer can ask that a file be reviewed by staff again if necessary, or confirm the final position of the company in writing.
Step 4: External recourse
If you remain unsatisfied upon receiving a final position from Tradition Mutual, you can pursue your complaint further with the appropriate regulatory and industry bodies available to you. The Insurance Ombudsman can be reached at:
Insurance Ombudsman
Financial Service Regulatory Authority of Ontario
5160 Yonge Street, 16th Floor
Toronto, Ontario
M2N 6L9
Telephone: 416-250-7250
Toll free: 1-800-668-0128
Online Complaint submission link: https://www.fsrao.ca/ask-question-file-complaint-or-report-fraud