Unica has adopted a procedure for handling issues and complaints to offer quality service in compliance with applicable complaint handling rules. This procedure ensures that client’s issues and complaints concerning a product, or a service offered by Unica are handled in a standard, efficient and impartial manner.

Our Complaint Handling and Dispute Resolution Process

Serving you better

Customer satisfaction is a priority for Unica. And that is precisely why we are making available our Complaint Handling and Dispute Resolution Process.

What is a complaint?

A complaint may be the expression, from clients, of one of the following three elements:

  • A reproach against Unica;
  • A real or potential harm that a client has sustained or may sustain; or
  • A request for remedial action.

Easy and Straightforward

Step 1 – Express your dissatisfaction

If you have questions, comments or if you wish to make known your dissatisfaction regarding a Unica product or service, start by contacting 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

If you know the name of the Unica representative who is responsible for your policy or claim, please contact that person directly

For more details, refer to the following page on our website: Contact us.

Step 2 – Request a review

If you feel that you have not obtained a satisfactory answer in the previous step, you can request a review of the decision. Your request will then be escalated to a person at a higher level who will analyse the situation and contact you.

In most cases, issues are resolved at this stage.

If, however, this was not the case and you want to make a complaint, follow the instructions in the next step.

Step 3 – Complaint

If for a particular reason your request has not been resolved in the previous steps, your request will be processed by the Ombudsperson. Insurance companies operating in Ontario must appoint an Ombudsperson.

To file a complaint, you may:

Ensure that all required documents are attached to your form or letter. Send the documents and your form or letter to:

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

Telephone: 905-677-9777 ext. 54900
Toll-Free: 1-800-676-0967 ext 54900

Fax: 905-696-3660
Toll-Free Fax: 1-877-526-3633


The Ombudsperson officer will then take charge of your complaint. A complaint file will be opened and you will receive an acknowledgment of receipt within 10 days after a complaint is registered in the complaints register. The Ombudsperson will study your request and send you a final written decision within 30 business days following receipt of all information required to handle your request.

Matters beyond the scope of the Ombudsperson

  • Dispute settlement procedures as required by law or designated regulatory authorities
  • Matters that have been, or are, before the courts

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 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 for additional contact information.