Complaints Procedure

Complaint Handling Protocol

HTM Insurance 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 Agent/Broker Representative. It is usually quicker and easier to have them help you check the facts and find a solution at the point where the problem occurred.

Gather the Facts

  • To speed up the process, we recommend that you have all relevant information handy prior to
    contacting HTM 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 a Manager

If your Account Representative is unable to satisfy the issue, you are welcome to escalate to the Vice President of the department at issue; i.e. VP Underwriting, VP Claims, etc.

STEP 3 – Escalation to the President / CEO / Ombudsman

If you feel your concern has not been met to your expectations by either your Agent/Broker
Representative or Vice President of department, you are welcome to escalate to the President/CEO/Ombudsman of HTM Insurance. We recommend that along with the relevant information you have brought to your Agent/Broker Representative, you will want to bring any relevant information regarding your discussions with the Department VP as well as any new information that could affect your concern/complaint.

An independent investigation of your complaint. The objective of this investigation is to examine whether your file was handled fairly and appropriately – in conjunction with HTM Insurance guidelines
for liability coverage.

Any complaint escalated to the Ombudsman must be made in writing. This may be submitted either by email complaints[at]htminsurance[dot]com or by letter.

Please include the following information:

  • Summary of your complaint
  • List of all unresolved concerns
  • The reason you feel your concerns have not been resolved at STEP 1
  • Any documentation / information that you would like to have reviewed
  • What you would like to see happen (your desired outcome)

Please note that the Ombudsman will not review a complaint that has not gone through the steps listed above, and a written complaint has not been submitted.

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.

STEP 4 – External Resources

If you remain dissatisfied following the Ombudsman’s investigation, you may contact the Insurance Ombudsman at the Financial Services Regulatory Authority of Ontario. There is no charge for their service. You may reach FSRA at:

Financial Services Regulatory Authority of Ontario
25 Sheppard Avenue West, Suite 100
Toronto, ON M2N 6S6

Telephone: (416) 250-7250
Toll Free: 1-800-668-0128
Fax: (416) 590-8480
TTY: 1-800-387-0584

Email: contactcentre[at]fsrao[dot]ca

FSRAO Website