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, you may submit your complaint to USLI’s Chief 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
• Any documents that support your complaint

Submit your complaint to USLI via email, mail, or fax:

• Chief Compliance Officer
• Attn: Draz Grce, Canadian Leader
• United States Liability Insurance Company, Canada Branch
• 4080 Confederation Parkway
• Suite 702, Mailbox 13
• Mississauga, ON L5B 0G1
• 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 and 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.

STEP 3: CONTACT 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
• Website: https://www.giocanada.org

Disclosure of FCAC’s Role in Complaint Handling
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.

Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: General Insurance OmbudService (as provided in Step 3, above).

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.
Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2