Complaint Procedures

Customer Satisfaction

Unifund Assurance Company (Unifund) is committed to providing customers with exceptional service. It is important to us that our customers let us know how we are doing. If you are not satisfied with the service you have received, we encourage you to give us your feedback through the following Complaint Handling Protocol. We want to ensure that your concerns are handled fairly and efficiently.

Step 1

Start at the Source
Raise your concerns with the person you are dealing with
(e.g. your broker/agent/adjuster).
If dissastisfied, ask to speak to their manager.

Step 2

Customer Experience Team
If your concern is unresolved, file a complaint with the Customer Experience Team.
They will open a complaint file and assign a Representative to investigate your complaint and provide you with a final business decision.

Step 3

Ombudsman
If your concern remains unresolved after Step 2, escalate to the Ombudsman's Office by submitting a written complaint.

Step 4

External Resources
If you are dissatisfied with the final response of the Ombudsman's Office, you may escalate your concern to an external regulator or dispute resolution service
(e.g. General Insurance OmbudService).
STEP 1

Speak with a service representative

When you have a concern, we recommend that you start at the source. Speak to the representative of the department involved, for example your broker, claim adjuster, a manager or a supervisor.

Please have all relevant information ready, including:

  • details of your complaint;
  • your policy and/or claim numbers;
  • supporting documents;
  • important dates; and
  • the names of any employees with whom you have interacted.

In most cases, your request will be resolved quickly and worry-free.

STEP 2

Contact the Customer Experience Team

If your complaint is not resolved after completing Step 1, you can escalate the matter to our Customer Experience Team.

What you can expect

  • A Customer Experience Agent will speak with you to obtain relevant information and assign your file to a Customer Relations Representative for review.
  • A Customer Relations Representative will contact you about your concerns.
  • The Customer Relations Representative can give you an estimated time frame required to review your file.
  • The Customer Relations Representative will conduct a thorough review of your file and the concerns you have raised and then provide you with a clear response explaining Unifund’s position on the matter. Any further action that can be taken with respect to your concern will be discussed with you and/or forwarded to you in writing.
  • If you remain dissatisfied with the response, the Customer Relations Representative can provide you with information on how you can escalate your complaint to the Ombudsman’s Office.

You may reach the Customer Experience Team at:

Unifund Assurance Company
137 Venture Run, Suite 300
Dartmouth, Nova Scotia
B3B 0L9

Email: infocanada@rsagroup.ca
Telephone: 1-888-877-1710
STEP 3

Escalation to the Ombudsman’s Office

If you remain dissatisfied after speaking to the Customer Experience Team, you may escalate your concerns to the Ombudsman’s Office for an independent review. Please note that the Ombudsman’s Office will not review a complaint that has not gone through Steps 1 and 2 above first.

Any complaint escalated to the Ombudsman’s Office should be made in writing. Please include the following information when escalating your complaint:

  • summary of your complaint;
  • list of all unresolved concerns;
  • the reason you feel your concerns have not been resolved at Steps 1 and 2 above;
  • any documentation/information that you would like to have reviewed; and
  • what you would like to see happen (your desired outcome).

The role of the Ombudsman’s Office is to conduct an independent and impartial investigation of your complaint. The objective of this investigation is to examine whether your file was handled fairly and appropriately.

What you can expect

  • The Ombudsman’s Office will work with you and Unifund to try and resolve your complaint in a fair and impartial manner.
  • For complaints that are not easily resolved or require a full investigation, the Ombudsman’s Office will provide you with a formal written response. A written response is usually completed within 30 business days; however, depending on the complexity of the issues and the case load, more time may be necessary to complete a thorough review of your file. You will be updated on the progress of your complaint if more time is required.

When the Ombudsman’s Office has reviewed your complaint and provided you with a response, your file will be considered closed. Your file will not be reopened unless you can present new and relevant documentation or information for further consideration.

You may reach the Ombudsman’s Office at:

Unifund Assurance Company
Ombudsman’s Office
700 University Avenue, Suite 1500A
Toronto, Ontario
M5G 0A1

Email: ombudsman@intact.net
Telephone: 1-866-302-5094
STEP 4

External Resources

If you remain dissatisfied following the Ombudsman’s Office’s investigation, you can contact the General Insurance OmbudService. The General Insurance OmbudService is an independent dispute resolution service available to any home, auto or business insurance policyholder in Canada. You can access their services by phone, mail, e-mail, fax or through their website. There is no charge for their service.

The Ombudsman’s Office will liaise with the General Insurance OmbudService and all applicable provincial and federal regulators in order to resolve the complaint as effectively as possible. Please note that the General Insurance OmbudService does not provide monetary compensation, and its mediation and arbitration services are non-binding.

You may reach the General Insurance OmbudService at:

General Insurance OmbudService
4711 Yonge Street, 10th Floor
Toronto, Ontario
M2N 6K8

www.giocanada.org
Email: info@giocanada.org
Telephone: 1-877-225-0446

If you have a complaint specifically about Unifund’s Complaint Handling Protocol and processes, you may contact the Financial Consumer Agency of Canada. Please note that the Financial Consumer Agency of Canada does not provide redress or compensation and does not become involved in individual disputes.

You may reach the Financial Consumer Agency of Canada at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario
K1R 1B9
For Quebec Customers (Claims Complaint)

We value our customers and take their complaints very seriously. If you have any concerns related to the products or services you received, please contact us at:

Unifund Assurance Company
2450 Girouard St. West
Saint-Hyacinthe, Quebec
J2S 3B3

Email: complaint@intact.net
Telephone: 1-800-363-5401

Your complaint will be directed to the appropriate business contact for handling. Whenever possible, we try to resolve the issue at the business level.

If your concern is not resolved to your satisfaction, the matter can be escalated to the appropriate individual(s) in charge of complaint handling within our organization.

If you remain dissatisfied with the resolution proposed and/or with the handling of your complaint itself, you may ask that a copy of the complaint file be forwarded to the Autorité des marchés financiers.

The Autorité des marchés financiers examines all complaints received and may recommend mediation if deemed advisable and the parties agree. Please note that the Autorité des marchés financiers does not provide monetary compensation with respect to consumer claims (other than cases covered under its specific programs).

More information is available in the AMF Information Centre:

Québec City
Place de la Cité, tour Cominar
2640, boulevard Laurier, bureau 400
Québec, Québec
G1V 5C1

Telephone: 418-525-0337
Fax: 418-525-9512
Montréal
800, square Victoria, 4e étage
C.P. 246, Place Victoria
Montréal, Québec
H4Z 1G3

Telephone: 514-395-0337
Fax: 514-873-3090

Toll-free: 1-877-525-0337
E-mail: information@lautorite.qc.ca