Complaint Procedure

Brant Mutual Insurance Company is committed to providing customers with exceptional service. 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: Resolve the Problem at the Source

When you have a concern, we recommend that you start at the source. Speak to your Account Representative who will coordinate with the direct manager involved. It is usually quicker and easier to check the facts and find a solution at the point where the problem occurred.
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Gather the Facts

To speed up the process, we recommend that you have all relevant information handy prior to contacting Brant Mutual Insurance. The information needed includes:

  • Details of your complaint including your policy and/or claim numbers;
  • Any supporting documents and important dates; and
  • The names of any employees you have dealt with.

Step 2: Escalation to the President/CEO

If your account representative is unable to resolve your issue than you may contact the President/CEO Jeff Barnard 519-752-0088 Ext: 111.

Step 3: Escalation to the Ombudsman

If you remain dissatisfied after speaking to your Account Representative and the President/CEO, you may escalate your concerns to the Ombudsman for an independent review. Please note that the Ombudsman will not review a complaint that has not gone through Step 1, Step 2 and a written complaint has not been submitted.

Any complaint escalated to the Ombudsman MUST 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 & 2;
  • Any documentationlinformation that you would like to have reviewed; and
  • What you would like to see happen (your desired outcome).

The role of the Ombudsman is to conduct an independent 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 will work to resolve your complaint in a fair and impartial manner. For complaints that are not easily resolved or require a full investigation, the Ombudsman 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 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.

If you have a complaint specifically about Brant Mutual Insurance Company’s Complaint Handling Protocol and processes, you may contact the Financial Services Regulatory Authority of Ontario. Please note that the Financial Services Regulatory Authority of Ontario does not provide redress or compensation and does not become involved in individual disputes.

You may reach the Financial Services Regulatory Authority of Ontario at:
Financial Services Regulatory Authority of Ontario (FSRA)
25 Sheppard Avenue West, Suite 100
Toronto, ON M2N 6S6