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COMPLAINTS HANDLING PROTOCOL & RESPONSIBILITIES

At Commonwell Mutual we are committed to treating all our customers and members with the greatest respect and consideration. Notwithstanding our commitment to excellent customer service, on occasion, a consumer may feel that they have not been treated fairly or there may be a misunderstanding that needs to be resolved. The Commonwell has implemented a Complaints Handling Protocol to ensure that complaints are addressed in a fair and timely manner. This protocol provides information on how to file a complaint with The Commonwell along with the process that we will follow upon receipt of a complaint, and finally, the next steps for a complaint that remains unresolved.

Complaints Handling Procedure

The following are the steps in sequential order for a consumer to escalate a complaint.

  1. Contact your Agent or Broker: Your first step should be to contact your agent or broker, as your agent or broker may be able to resolve the matter for you. Your agent or broker can also provide contact information for the appropriate individuals at The Commonwell, if required. If the matter remains unresolved after having discussed it with your agent or broker, then we encourage you to contact The Commonwell directly.

  2. Contact the representative (i.e. Adjuster/Underwriter/Billing Team) at The Commonwell: If you know the name of The Commonwell representative who is responsible for your policy or claim, please contact that person directly. If you are unsure of who to contact, ask your agent or broker to provide you with general departmental contact information for The Commonwell or to refer you to the Underwriter or Claims Service Representative assigned to your file. Explain your concern to this individual and request that he/she respond to your concerns.
    Before calling, please have your details and documents including:
    • Your policy or claim number
    • The details of the current situation
    • The outcome that you are seeking in this situation

3. Escalate your concern to the Department Supervisor or Manager for resolution: Should your complaint remain unresolved after speaking with The Commonwell department representative, you may request that the complaint be escalated to management. A Manager or another senior person, directed by management, will review your complaint and discuss it with you further. If your concerns are not resolved through this communication, you can request that the Manager provide to you a written response and their decision to provide you with the documents to proceed to a formal complaint. Once you have the decision document you can file a formal written complaint for review by the Complaints Officer.

4. Submit a formal complaint to the Complaints Officer:
Should your complaint remain unresolved, after having gone through the above process, you may submit your concern as a formal written complaint to the Complaints Officer as shown below.

The Complaint Submission:

To consider your complaint it is required that you provide the following details in your written submission:

  • Your Name
  • Your policy/claim number
  • Contact details:
    • A telephone number where you can be reached during business hours
    • A mailing address
    • An email address (if you feel that email security is adequate for the level of sensitivity of the items being discussed)
  • Full details of the current dispute
  • The steps already taken to attempt to resolve the matter
  • The management decision letter from the operating department handling the matter
  • The outcome that you are seeking in this situation
  • Please note: If the complaint is being advanced by someone other than the named insured/consumer in the complaint, a signed letter of authorization must be submitted to allow any communication in the matter.

Please submit your complain to the Complaints Officer (CO) at:

Mail:
The Commonwell Mutual Insurance Group
Pat Ryan, Complaints Officer/Ombudsman
336 Angeline Street South
Lindsay, Ontario K9V 0J8

**Email: OmbudsmanOffice@thecommonwell.ca
**Please note that email is not considered a secure method of communication. Therefore, please consider the security, confidentiality and sensitivity of your information when determining the appropriate method of communication.

The Complaints Officer’s Responsibilities:

  • To review the process being undertaken by the functional department to ensure appropriate procedures are being followed.
  • To oversee the complaint handling process;
  • To ensure your complaint is properly addressed; and
  • If your complaint cannot be resolved, ensure you receive a letter outlining the Company’s final position (Final Position of the Insurer) within 60 days of completion of the complaint investigation.
  • Submit the matter for review by the Financial Insurance Services Regulatory Authority

If the matter is not resolved, you can submit the matter to the office of the Regulatory Authority for their review.

Financial Services Regulatory Authority of Ontario
25 Sheppard Avenue West, Suite 100
Toronto, ON M2N 6S6
Canada  https://www.fsrao.ca
(416) 250-7250 or 1-800-668-0128

Email: contactcentre@fsrao.ca