This policy applies to Hudson insurance company (Canadian Branch), (referred to as “Hudson”).
What is a complaint?
A complaint is an expression of at least one of the following elements about Hudson:
- a reproach against Hudson;
- the identification of a real or potential harm that a customer has experienced or may experience; or
- a request for remedial action.
Complaints are generally expressed in writing through correspondence, email, fax or other form that allows the complaint to be kept on file. Where a complaint is made by phone or in person, and is handled and examined by the Ombudsman, then it must be documented so that it can be kept on file.
Complaint handling responsibilities of employees
When a complaint is first received, it must be directed to the employee with operational responsibility for making a decision on the matter. For example, a claims complaint would normally be directed to the adjuster responsible for the claim file. Sometimes, the employee with operational responsibility may also be a supervisor, manager, or director. With respect to underwriting complaints, the employee with operational responsibility will always be considered to be the manager responsible for the file. As a result, any underwriting complaints must be directed to their attention.
When a complaint is first received, it must be directed to the Chief Agent or Chief Financial Officer of Hudson for the Canadian Branch.
The employee so receiving the complaint should acknowledge and attempt to resolve the complaint promptly. The employee may not refer the customer to the Ombudsman without first attempting to resolve the complaint. The employee may, however, consult with more senior or specialized personnel in attempting to resolve the complaint.
If the customer remains dissatisfied after a reasonable attempt has been made to resolve the issue, the employee must promptly refer the customer to the Ombudsman. The employee may do so by advising the customer that they have the right to have their complaint reviewed by the Ombudsman, and providing the customer with the Ombudsman’s contact information.
Complaint handling responsibilities of the Ombudsman
The Ombudsman is the person designated by Hudson as its formal representative with respect to complaints, and has formal responsibility for examining and responding to complaints.
When an unresolved complaint is referred to the Ombudsman, the Ombudsman will open a complaint file and provide the customer with an acknowledgement of receipt within two business days. The Ombudsman will investigate the complaint in an objective and impartial manner, and endeavour to provide a response to the customer within ten business days. If further time is required to investigate and respond to the complaint, the Ombudsman may extend the time for a response to thirty days. The Ombudsman will also deliver, if necessary, a final position letter within thirty days.
If the Ombudsman is not able to resolve a complaint to the customer’s satisfaction, then the Ombudsman may advise the customer that they have the right to have their complaint reviewed by the General Insurance OmbudService (“GIO”) and provide the GlO’s contact information. The GIO is an independent dispute resolution system for the insurance industry. The GIO will assist insurance companies and their customers in resolving their differences in a fair, independent and impartial environment. In the province of Quebec, the Ombudsman will also advise the customer that they also have the right to have their complaint transferred to the Quebec Autorité des marchés financiers and provide the Autorité des marchés financiers’contact information.
Complaint reporting responsibilities of the Ombudsman
In addition to examining and responding to complaints, the Ombudsman also has responsibility for reporting on complaints to Hudson’s Chief Agent and to provincial regulators.
In particular, the Ombudsman is responsible for reporting biannually to the Chief Agent on complaints received during the year.
The Ombudsman is also responsible for reporting biannually to the Financial Services Regulatory Authority (FSRA) and the Quebec Autorité des marches financiers (AMF) through their Complaints Reporting System.
To facilitate the reporting of complaints, the Ombudsman will maintain a complaints’ register of all complaints referred to the Ombudsman for handling. In this complaints log, the Ombudsman will categorize the complaints and record all data required to be collected by law.
Contact information for the Ombudsman
In provinces other than Quebec, the Ombudsman’s contact information is as follows:
Office of the Ombudsman
55 University Avenue, Toronto, ON M5J 2H7
In the province of Quebec, the Ombudsman’s contact information is as follows:
Office of the Ombudsman
Montréal, QC H3A 2A6
Special types of complaints
There are two categories of complaints which merit special attention.
Secondly, where the Chief Agent receives a complaint with respect to an automobile insurance policy issued in Alberta, and the customer is:
- not satisfied with respect to the basis on which a premium for basic coverage for a private passenger vehicle was determined, or
- concerned that Hudson Insurance has refused to issue or renew a contract, terminated or cancelled a contract, or refused to provide or continue any coverage or endorsement,
then the Chief Agent must attempt to resolve the complaint, and report the complaint to the Ombudsman, even if the employee successfully resolved the complaint. The Ombudsman is responsible for reporting biannually to the Alberta Superintendent of Insurance on all such complaints received.
If you wish to pursue the matter further, you may contact the General Insurance OmbudService (GIO), which helps resolve disputes between insurance companies and their customers for home, automobile and business insurance issues in Canada (including customers in Quebec). GIO is an independent dispute resolution service and there is no charge for their services. The GIO will determine if your issue falls within their mandate. You can access the GIO by phone, mail, e-mail, fax or through their website.
Our Ombudsman’s office will work with the GIO and all applicable provincial and federal regulators in order to resolve the issue as effectively as possible. The GIO may make non-binding recommendations to resolve your dispute.
You may reach the General Insurance OmbudService at:
Mail and Courier:
4711 Yonge Street
Toronto, ON M2N 6K8
*This is a mailing address only (no appointments or visits accepted)