Complaints Handling Policy

BrokerUnion Insurance Inc. takes complaints seriously. As a RIBO-licensed brokerage, we are required to maintain a documented process for receiving, investigating and resolving client concerns. This page summarizes that process.

Step 1, Talk to your broker

Most issues can be resolved quickly by speaking directly with the broker or account manager handling your file. Please raise your concern with them first.

Step 2, Contact our Complaints Officer

If your concern is not resolved, contact our Complaints Officer in writing at info@brokerunion.ca with the words “Formal Complaint” in the subject line. Please include your name, policy or client number, the nature of the concern and what outcome you are seeking.

• We will acknowledge your complaint within two business days.
• We will investigate and provide a written final position within 30 days where possible. If more time is required, we will tell you why and when to expect a response.
• Our investigation is conducted by someone independent of the broker whose conduct is being reviewed.

Step 3, External escalation

If you are not satisfied with our final position, you may escalate to:

• Registered Insurance Brokers of Ontario (RIBO), broker conduct matters.
  1-800-265-3097 · complaints@ribo.com · ribo.com
• General Insurance OmbudService (GIO), independent dispute resolution for home, auto and business insurance.
  1-877-225-0446 · giocanada.org
• OmbudService for Life and Health Insurance (OLHI), for life, critical illness, disability and group benefits products.
  1-888-295-8112 · olhi.ca
• Financial Services Regulatory Authority of Ontario (FSRA), for life and health insurance regulation matters.
  fsrao.ca

Recordkeeping

We keep a record of every formal complaint, the steps taken to investigate it, and the outcome, in accordance with RIBO requirements. Complaint records are retained for the period required by applicable law and used to improve our service.