Complaint handling has always been an issue that insurance
brokers have had to deal with. For years Rhodes &
Williams Limited has had a formal complaint handling
protocol. This protocol provides customers with a formal
internal process through which they can lodge complaints and have
them reviewed and resolved at the broker level.
Certain provinces have now formalized complaint handling
protocols through their respective provincial legislation.
The Provinces of Ontario and Quebec have introduced new legislation
concerning the handling of complaints.
Rhodes & Williams Limited has deciphered the new obligations
and has fine tuned its complaint handling protocol so that it
respects the demands of the new legislation.
Notwithstanding any protocol governing our actions, Rhodes &
Williams Limited and its employees will, at all times when dealing
with a person who has a complaint, act with respect, courtesy and
always respond in a highly professional manner.
Further, it's important to know that if you have a complaint
about your insurer or insurance professional, there are
options. Depending on the nature of your complaint and the
processes in place where you live, the steps you take can
vary. Following is an overview of your options to help you
make sure your concerns are addressed.
Your first contact should be the sales
representative or insurance broker that sold you the
policy. Insurance policies are legal contracts that specify
the rights and responsibilities of both parties.
Misunderstandings about these rights and responsibilities can
arise. Often, a simple explanation is all that is
If the issue is still unresolved, contact:
Cory Young, Chief Operating Officer / Complaint Officer
613-226-6630 ext. 264
If you are still not satisfied, contact the following
Insurance Company Complaints/
The Ombudsman's Office of the insurance company should be the
first contact and their contact information can be obtained from
the insurance company in question.
General Insurance Ombudsman (GIO)
Contact: Peter Boos
10 Milner Business Court, Suite 701
Toronto, Ontario M1B 3C6
Financial Services Commission of Ontario
5160 Yonge Street
P.O. Box 85
Toronto, Ontario, M2N 6L9
Fax: (416) 590-7070
Ontario Broker Complaints / Concerns
Registered Insurance Brokers of Ontario
Contact: Barbara Dalgleish-Reid, Consumer
401 Bay St., P.O. Box 45, Suite 1200
Toronto, ON M5H 2Y4
365-1900 / 1-800-265-3097
Quebec Broker and Insurance Company Complaints /
Chambre D'Assurance De Dommage
999 Maisonneuve Boul. Ouest, Suite
Montréal, QC H3A 3L4