Unica's Complaint Handling and Dispute Resolution Process

Unica’s Complaint Handling and Dispute Resolution Process is designed to deliver quality service in compliance with applicable customer fairness standards. It ensures that any complaint regarding a Unica product or service is managed consistently, efficiently, and impartially. To support this commitment, we are making the process available for your reference.

What is a complaint?

A complaint is a communication that:

  • Expresses dissatisfaction or a reproach with a service or product we offer;
  • Is communicated by anyone who deals with us for insurance or financial services; and
  • Expresses an expectation, explicit or implicit, that action be taken to remedy or to respond to the situation.

How to file a complaint

You may file a complaint by:

Please ensure that all required documents are attached to your complaint.

If submitting a written complaint, please mail the documents and your complaint form or letter to:

Ombudsperson
Unica Insurance Inc.
7150 Derrycrest Drive
Mississauga, ON L5W 0E5

Please send copies of your documents, as items sent to this address may not be returned.

A simple process

Step 1: Simplified handling of your complaint

To serve you better, Unica has dedicated teams to review and handle your complaint. If your complaint concerns the services received by your broker, please refer to them. Upon receipt of your complaint, our teams have 20 days to provide you with a response to your complaint. You do not have to take any further action; a Unica representative will contact you to inform you of the outcome to your complaint or a solution once it has been reviewed.

If our teams are unable to offer you a solution or provide you with an explanation that resolves your complaint within this timeframe, it will be forwarded to the Complaints Officer. You may also request that your complaint be transferred to the Complaints Officer if you are not satisfied with the response you received.

Step 2: Complaint reviewed by the Complaints Officer

As per your request or if it was not possible to answer your complaint using the simplified process (step 1), the Complaints Officer will then open a complaint file and send an acknowledgement of receipt within 10 days of the complaint being recorded in the complaints register or when the complaint has been transferred.

We will analyze your request objectively and impartially.

A final position letter will be sent to you no later than 60 days following receipt of your complaint by Unica. We will respond with our analysis and response, and if necessary, solutions to resolve your complaint.

 

Extending the time required to handle your complaint

In some cases, handling your complaint may take longer to review or is more complex. In this case, an additional 30 days may be required to properly analyse your complaint. Our Complaints Officer will send you a written notice if extra time is needed.

 

Your complaint file includes the following information:

  • Complaint reference number
  • Your name and contact information
  • A copy of the letter that includes the complaint against the company, the real or potential harm to you and the corrective measures requested
  • A copy of the acknowledgement letter
  • A copy of the final position letter and the reasons for it
  • Any other document relevant to the handling of the complaint
  • A copy of the letter transferring the complaint file to the appropriate regulatory authority, as necessary
  • The date the complaint file was closed

Other options

If your complaint has not been resolved to your satisfaction, you may have access to the following organizations to review it. 

General Insurance OmbudService

Should you want further assistance with your complaint about property, automobile or business insurance, 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 that they 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.

Financial Services Regulatory Authority of Ontario

You can also contact the Financial Services Regulatory Authority of Ontario at any time:

Call toll-free at 1-800-668-0128 or visit www.fsrao.ca for additional contact information.