When our service goes wrong – Who can you call?
We want to provide you with the best insurance experience. We also recognize things can go wrong.
Your primary contact for any insurance issue is your Customer Service Representative, the person from whom you purchased your insurance. Contact her or him first to resolve your complaint.
Clare Mutual Insurance has established formal complaint handling procedures to ensure your issues are thoroughly reviewed. If you feel that all your concerns have not been addressed by your Customer Service Representative please contact our office. A company representative, with the authority to address your concerns, will speak with you or return your call promptly.
In the event a solution cannot be found with Senior Management, there is a further process that involves an external independent organization that deals with complaints. Below you will find the steps to follow when you have concerns about a product or our service.
How to Make a Complaint
If you are not satisfied with the outcome, you can contact the appropriate provincial or federal financial services regulator. Each province and territory has its own insurance regulator that handles complaints.
FCAC has a complaint-handling process search tool on its website (fcac.gc.ca) that can help you find out about the complaint-handling process for your insurer.
Tips for filing a formal complaint:
- State the facts, why you think there is a problem and what you would like to happen.
- Provide copies of all the available documentation such as brochures, account statements and copies of contracts and medical information, if appropriate. Keep the originals.
- Keep a record of whom you talked to and what was said.
- Ask for a final position letter that clearly states your insurer’s final decision regarding your complaint.