Complaint Handling Process
Customer satisfaction with your insurance purchase and claim's settlement is a priority for Unica Insurance. We invite you to communicate the reason(s) for any dissatisfaction so that we may better understand the needs of our customers and provide quality service.
The first step in resolving your complaint should be to contact your broker.
Your broker works for you - not the insurance company, and can:
- Work with Unica on your behalf to obtain a resolution which is acceptable to you; or
- Help you contact the company representative that can best resolve your complaint.
Most concerns can be solved by speaking directly with the person or department responsible for your claim. If you know the name of the Unica representative who is responsible for your policy or claim, please contact that person directly. If you are unsure of who to contact, ask your broker to provide you with general contact information for Unica, or to refer you to the Underwriter or Claims Representative assigned to your file.
Before calling, please have details and papers ready, including your policy number. When speaking with your Unica representative, explain your concerns, listen and ask questions. Explain your circumstances and the outcome you are seeking. Unica’s employees are knowledgeable and experienced, and in most cases will be able to answer your questions, explain our decisions and work with you to achieve an outcome.
If for any reason you are not satisfied with the explanation provided, you may ask to speak with a Team Leader or Manager. Once your complaint has been escalated within the department, you can then request that your concern be reviewed by our Ombudsperson.
Insurance companies operating in Ontario must appoint an Ombudsperson.
The Ombudsperson is an employee of Unica Insurance Company. The Ombudsperson is responsible for:
- Overseeing the complaint handling process;
- Ensuring your complaint is addressed;
- Ensuring that you receive a letter outlining the company's final position if your complaint cannot be resolved.
Unica Insurance Inc.
7150 Derrycrest Drive
Mississauga, ON L5W 0E5
If we are unable to resolve the matter to your satisfaction, the Ombudsperson will ensure that you receive a letter outlining the company's final position.
Depending on the nature of your complaint, you may then challenge the decision in court, or should you want further assistance with your complaint, you may contact The General Insurance OmbudService (GIO). The GIO is a Canada-wide external independent body that can assist consumers with most disputes involving complaints about property, automobile or business insurance, that consumers have been unable to resolve with their insurer.
For more information regarding the GIO or to determine if your complaint falls within its mandate, visit its website at www.giocanada.org, or call toll free, 1-877-225-0446.