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Pro-Demnity Insurance Company (“The Company”)
Consumer Complaint Handling Protocol
This Protocol sets forth the consumer complaint handling procedures of the Company.
The Conduct Review and Complaints Committee (“the Committee”) of the Company is composed of three members of the Board of Directors of the Company. The Committee shall consider and investigate complaints made by insureds or members of the public regarding the conduct or actions of any member of the Company or decisions made by the Company. The Committee is the Coverage Ombudsman for the purposes of complaints arising from the standard professional liability insurance policy of the Company.
The Company’s Ombudsman Liaison Representative with The Office of the Insurance Ombudsman (“OIO”) is Margarette Chan, the Secretary of the Company, who may be reached at 111 Moatfield Drive, Don Mills, Ontario, M3B 3L6, Telephone 416-386-1770 and Fax 416-449-6412.
Complaint Handling Procedures
1. A complaint must be submitted in writing to the Ombudsman Liaison Representative as noted above.
2. The Ombudsman Liaison Representative will open a file for the complaint and submit the complaint to the Committee for review.
3. The Committee shall consider the complaint and gather all relevant information from the complainant and the Company.
4. The Committee’s decision concerning the complaint will be made within ninety (90) days of the date of receipt of the complaint by the Ombudsman Liaison Representative. The Ombudsman Liaison Representative will send a letter to the complainant stating the final decision made by the Committee on behalf of the Company.
5. If a complaint is not resolved by the Company or if the complainant is not satisfied with the Company’s final decision, a consumer may have the complaint reviewed by the OIO. Written complaints to the OIO may be sent to:
Insurance Ombudsman
Financial Services Commission of Ontario
Box 85, 5160 Yonge Street
North York, Ontario M2N 6L9
Fax: 416-590-8480
The findings of the OIO are not binding on either party.
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