Consumer Complaint Resolution Manual

CONSUMER COMPLAINT RESOLUTION PROCESS
To ensure that complaints from its Canadian policyholders are handled in a timely and efficient manner, United States Liability Insurance Company, Canada Branch (“USLI”) has established the following procedures. The procedures will be posted on USLI’s website through which its products and services are offered in Canada. In addition, the procedures will be made available in writing to any person who requests them.

STEP 1: CONTACT YOUR BROKER
Should you have a complaint, concern or inquiry, first speak to your broker. Your broker works for you, not USLI. Your broker acts in your best interests and can offer independent advice and advocate on your behalf. Your broker may contact USLI and request a review of your complaint.

STEP 2: CONTACT A COMPLIANCE OFFICER
If your broker is unable to resolve your complaint, concern or inquiry to your satisfaction, there are two ways in which USLI may receive a complaint: (i) via USLI’s Chief Compliance Officer; or (ii) via the Financial Consumer Agency of Canada’s (“FCAC”) Compliance Officer.

To ensure an expeditious review, your complaint should be in writing and provide the following information:

  • Your full name and address;
  • Your policy number;
  • Your daytime phone number;
  • Your e-mail address;
  • A detailed description of your complaint, concern or inquiry;
  • Your requested resolution; and
  • Any documents that support your complaint.

(i) Submit your complaint to USLI directly--

  • Chief Compliance Officer
  • Attn: Draz Grce, Canada Regional Branch Leader
  • United States Liability Insurance Company, Canada Branch
  • 4080 Confederation Parkway
  • Suite 702, Mailbox 13
  • Mississauga, ON L5B 0G1
  • Phone: 888-523-5545
  • Fax: 610-688-43941
  • E-mail: compliance@usli.com

Upon receipt, the USLI liaison will review your complaint with the appropriate department within the Company; ensure that it is fully and fairly evaluated by the person(s) most knowledgeable of the issues involved; and provide you with a written response with a full explanation of the Company’s position with regard to your complaint.

It is USLI’s goal to provide a detailed and complete response within four (4) business days of receipt. If this is not possible due to the need for additional investigation, we will notify you within 4 business days and provide you with an estimated response date, not to exceed thirty (30) business days from the date your complaint was first submitted.

(ii) Submit your complaint to the FCAC directly--

  • Financial Consumer Agency of Canada
  • Attn: Compliance Officer
  • Enterprise Building
  • 427 Laurier Ave. West
  • Ottawa, Ontario K1R 1B9

  • FCAC Consumer Contact Centre: 1-866-461-3222
  • Fax: (613) 941-1436
  • E-mail: info@fcac-acfc.gc.ca

STEP 3: SUBMIT YOUR COMPLAINT TO THE GENERAL INSURANCE OMBUDSERVICE
If you are not satisfied with the Company’s response, you may contact the General Insurance OmbudService (“GIO”) for an independent review and assistance in resolving your complaint. The GIO is an independent organization whose sole purpose is helping Canadian consumers resolve disputes or concerns with their home, auto or business insurers on issues, including but not limited to, claims, interpretation of policy coverage and policy processing and handling.

GIO’s services are available free of charge, in both English and French to any home, auto or business insurance policyholder of a member company, anywhere in Canada. USLI is a member of the GIO.

You can register a complaint with the GIO by telephone using the number below or by submitting an online complaint form on their website.

  • General Insurance OmbudService
  • 4711 Yonge Street, 10th Floor
  • Toronto, ON M2N 6K8
  • Toll Free: 1.877.225.0446
  • Fax 416-299-4261
  • https://www.giocanada.org