Complaint Handling Protocol

Halwell Mutual Insurance Complaint Handling Protocol

Our goal as a policyholder-owned, pure mutual company is to treat all policyholders in a fair, courteous and timely manner. Time lines mentioned below are minimum standards.

  1. The “Company Ombudsman/Liaison Representative” (as filed with FSRA) is Marg Torrance, President & CEO.
  • To activate the company’s complaint handling process, a policyholder (s) must provide a description of his/her complaint to the company in writing.
  • Letters of complaint will be reviewed by the “Company Ombudsman/Liaison Representative” or his/her alternate within five (5) days of being received at the company.
  • The “Company Ombudsman/Liaison Representative” will consult with appropriate staff representatives and send to the policyholder a letter outlining the company’s final position within thirty (30) days of the “Company Ombudsman/Liaison Representative”’s review of the letter of complaint.
  • This Complaint Handling Protocol does not apply to any situation involving litigation by the policyholder against the company or where the policyholder has retained legal assistance in that regard.
  • Complainants who have unresolved complaints or dissatisfied with the company’s final position can pursue the complaint further by contacting:

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