Complaint Procedures

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 a certified agent, 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 Belair Insurance Company Inc.'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 in the following ways:

• By mail: Belair Insurance Company Inc.
  Customer Experience Team
  2255 Sheppard Ave East, Suite 400
  Toronto, ON M2J 4Y1
• By email: [email protected]
• By telephone: 1 866 405.6763
• Or through our online complaint form

Step 3 - Contact 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 in writing.
 

Please include the following information:

• summary of your complaint,
• list of all unresolved concerns,
• the reason your concerns have not been resolved during Steps 1 and 2 of the complaint handling protocol,
• any documentation and information that you would like to have reviewed, and
• 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 help find a resolution of disputes between Belair Insurance Company Inc. and their clients.
 

What you can expect

• The Ombudsman’s office will work with you and Belair Insurance Company Inc. to 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:

Belair Insurance Company Inc.
Ombudsman’s office
700 University Avenue, Suite 1500A
Toronto, Ontario M5G 0A1
[email protected]
1.866.302.5094

Step 4 - Contact an external agency

As a last resort, please 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. There is no charge for their service.

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
1-877-225-0446
www.giocanada.org
 

Concerns about the Complaint Handling Protocol

If you have a complaint specifically about Belair Insurance Company Inc.'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
www.canada.ca/en/financial-consumer-agency