Unifund Assurance Company's Complaint-Handling Process

STEP 1
Speak to your licensed insurance representative.

Talk to your representative about your concerns. Your representative is a highly skilled, highly educated professional who understands the critical importance of insurance to your financial security and peace of mind, and will represent your best interests to the insurance company.

STEP 2
Contact the Complaint Liaison Officer for your Region

Bring the issue to our Regional Complaint Liaison Officer. If your representative is unable to resolve the issue on your behalf with our personnel, you can contact one of our Complaint Liaison Officers by phone, fax, letter or email:

ATLANTIC (Newfoundland and Labrador, Nova Scotia, New Brunswick and Prince Edward Island)
Ms. Jennifer Power
c/o Roberta Ducey
68 Portugal Cove Road
PO Box 12049
St. John's, NL A1B 1R7
Telephone: 709-737-1543
Fax: 709-737-1646
E-mail: rducey@unifund.ca

ONTARIO Mr. Douglas Munn
c/o Irene Buckley
1595-16th Avenue, Suite 700
Richmond Hill, ON L4B 3S5
Telephone: 905-764-4929
Fax: 905-764-4020
E-mail: ibuckley@unifund.ca

WEST (Manitoba, Saskatchewan, Alberta):
Ms. Marguerite P. Nobrega
c/o Carol Romain-Enders
12320 Mount Lawn Road
Edmonton, AB, T5B 4J4
Telephone: 780-732-6791
Fax: 780-665-7435
E-mail: cromainenders@unifund.ca

BRITISH COLUMBIA:
Ms. Marguerite P. Nobrega
c/o Lynda Stewart
Walnut Grove Commerce Centre
9440, 202nd Street, Suite 201
Langley, BC, V1M 4A6
Telephone: 604-881-8834
Fax: 604-881-8828
E-mail: lstewart@johnson.ca

In addition to providing the details of your concern, please have your policy or claim number at hand so that we can begin our review as quickly as possible.

It is our goal to resolve your complaint within five working days. If this is not possible, we will let you know within the five working days that it will take longer and explain the reasons for the delay.

STEP 3
Independent Assistance

If you are not satisfied with the resolution of your complaint, upon request, we will send you a 'final position letter'. This letter will explain Unifund's final decision on the issue based on our review of your concern and will include information on how to escalate your complaint to the General Insurance Ombudservice (GIO). Following the receipt of the final position letter, if you wish to pursue the matter further, you may choose to approach the GIO.

GIO helps resolve conflicts between insurance customers and their insurance companies, for home, auto and business insurance needs. You can contact the GIO at 1-877-225-0446 or visit their website at www.giocanada.org

You may also contact the Financial Consumer Agency of Canada , an independent federal organization responsible for, among other things, ensuring that federally regulated financial entities comply with market conduct requirements , and informing consumers about their rights and responsibilities . The website for the FCAC is www.fcac.gc.ca and the phone number is 1-866-461-3222.