Service standard
The BrokerUnion Service Standard
Short answer
BrokerUnion clients are assigned a named licensed broker, not a call queue. You can reach us by phone, email, the website or in person at six Ontario offices. Messages left during business hours are returned the same business day wherever possible. Renewals are reviewed and re-marketed, and your broker helps report, follow up and escalate claims.
A dedicated licensed broker
Every client is assigned a named, licensed broker who owns the file, rather than a rotating call queue. When your broker is away, a colleague at the same office can access your file.
How to reach us
Phone (905) 492‑7070 during business hours, email info@brokerunion.ca, the contact form on this site, or in person at any of our 6 Ontario offices. Video appointments are available on request.
Callbacks and response
Messages left during business hours are returned the same business day wherever possible, and no later than the next business day. Quote requests submitted through the site are followed up within one business day.
Renewals
Renewals are reviewed rather than left to auto-renew. Where the market has moved, your broker re-markets the policy and explains the options before the renewal date.
Claims support
Your broker helps you report the claim, explains the process, provides carrier contact information and follows up. Coverage decisions belong to the insurer's adjuster.
Escalation
If a claim stalls or a decision is unclear, we escalate with the insurer on your behalf and explain the independent complaint routes available to you.
Language support
Service is available in 25+ languages across our offices. Ask for your preferred language and we will match you with someone who speaks it.
Office access
All six offices are open to walk-in clients during business hours. Office hours and addresses are published on each location page.
What we do not promise
- We do not guarantee the lowest price. We compare the markets available to us and show you what they return.
- We cannot overturn an insurer's coverage decision. We can escalate, document your position and point you to independent complaint channels.
- We cannot access every insurer in Canada. Some insurers distribute only through their own channel.
- We do not charge a broker fee, and we will tell you in writing if any insurer-imposed fee applies to your policy.
If something goes wrong
Speak to your broker first. If the matter is unresolved, our published complaints process sets out how to escalate within BrokerUnion and to the independent bodies available to Ontario consumers.