The AEGIS Canadian Branch is committed to providing excellent customer service and treating everyone with respect and consideration. If you feel that we have not met that commitment, that you have not been treated fairly, or that there is a misunderstanding that needs to be resolved, we want to hear from you.
The AEGIS Canadian Branch has implemented this Complaints Handling Procedure to ensure that complaints are addressed in a fair and timely manner. This Complaint Handling Procedure provides information on how to file a complaint, the process we follow upon receipt of a complaint, and the next steps for a complaint that remains unresolved.
What is a Complaint
A complaint is an expression of at least one of the following elements:
1. A reproach against the AEGIS Canadian Branch;
2. The identification of a real or potential harm that a consumer has sustained or may sustain; or
3. A request for remedial action.
Informal steps to correct a specific problem are not considered a complaint if the problem is resolved as part of the normal activities of the AEGIS Canadian Branch and a complaint containing at least one of the above elements has not otherwise been communicated to us.
How to Resolve a Complaint
To submit a complaint regarding the AEGIS Canadian Branch, please follow the procedures outlined below.
How to File a Complaint
1. Contact your Broker
The first step is to contact your broker, who may be able to resolve the matter. Explain your situation, outlining the concerns you may have and how you would like the matter resolved. Be as detailed as possible by providing information pertinent to the issue, including your policy or claim number. If your broker is unable to resolve your concern, you may request that the issue be escalated to your broker’s management for further review.
2. Contact the AEGIS Canadian Branch
If your complaint remains unresolved after contacting your broker, the following steps should be followed:
Stage 1 Speak with the appropriate AEGIS Canadian Branch business representative who is responsible for your policy or claim. Should your complaint not be resolved to your satisfaction and you wish to escalate the matter further, you may request that the complaint be escalated to management. A manager or another senior person directed by management will review your complaint and discuss it with you further.
Stage 2 Contact our Complaint Liaison Officer
If your complaint remains unresolved, you may contact:
COMPLAINT LIAISON OFFICER (CLO)
AEGIS Canadian Branch
C/O AEGIS Insurance Services, Inc.
1 Meadowlands Plaza
East Rutherford, New Jersey 07073 U.S.A.
Attention: Legal & Compliance
Or, by phone at 201-508-2676
Or, via facsimile to 201-508-1335
The CLO will promptly review your concerns to ensure they have a full and proper understanding of your position. They will then investigate your complaint, keeping you informed along the way, and will respond within 30 days from receipt of the written complaint. If more time is required to examine and respond to your complaint, the CLO will provide you with updates on the progress of the matter. Once the investigation is complete, the CLO will notify you promptly of the proposed resolution.
3. Review by an External Organization
If, after contacting the CLO, your complaint has not been addressed to your satisfaction, then the following organizations can provide you with information or assistance:
General Insurance OmbudService (GIO)
4711 Yonge Street
10th Floor
Toronto, Ontario, Canada M2N 6K8
Website: https://www.giocanada.org/
Toll Free Telephone: 1-877-225-0446
The GIO is an independent organization that assists in the resolution of conflicts between consumers and property and casualty insurers. The dispute resolution process is cost-free, independent and impartial.
Financial Consumer Agency of Canada (FCAC)
Enterprise Building, 6th Floor
427 Laurier Avenue West
Ottawa, Ontario, Canada K1R 1B9
Website: https://www.fcac-acfc.gc.ca
Toll Free Telephone inquiries: 1-866-461-3222 (English)
1-866-461-2232 (French)
The FCAC is an independent government body with enforcement powers to ensure that financial institutions comply with consumer provisions of the various federal legislation relating to financial services.
Autorité des marchés financiers (AMF)
Place de la Cite, tour Cominar
2640, boulevard Laurier, bureau 400
Québec, Québec, Canada G1V 5C1800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal, Québec Canada H4Z 1G3
Website: https://www.lautorite.qc.ca/en/file-complaint-conso.html
Toll Free Telephone: 1-877-525-0337
If you are a Quebec consumer, you may ask the CLO to transfer your file to the AMF at any time if you are not satisfied with the AEGIS Canadian Branch’s complaint handling procedure or the outcome of the CLO’s examination of the complaint.
As of February 10, 2021
