Liberty Mutual Canada’s Customer Complaint Processing and Dispute Resolution Policy For Canadian Residents

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Liberty Mutual Canada, the registered business name of the Canadian Branch of Liberty Mutual Insurance Company (“Liberty”), takes customers’ overall experience very seriously. Liberty is committed to working with its customers to resolve any potential complaints in a diligent, equitable, and timely manner.

What is a Complaint?

A “Complaint” means:

any reproach or dissatisfaction in respect of a service or product offered by Liberty;

that is communicated by a person who is a Liberty customer; and

for which the complainant expects a final response.

If you have a Complaint or concern about our products or services, please follow the steps below:

Step 1: Contact your broker or adjuster

Discuss your concerns with your broker or adjuster. Often, a simple correction or explanation can quickly resolve the problem.

Step 2: Let us know

If you are not satisfied with the outcome of Step 1, ask your broker or adjuster to be referred to the appropriate area within Liberty to whom you can escalate your concerns. Depending on your product or service, you will be referred to a manager who will assess your situation.

Step 3: Contact our Complaints Officer

If you are still not satisfied and would like to file a Complaint, please contact Liberty’s Complaints Officer, who administers this policy and is readily available to ensure that your right to obtain assistance throughout this complaint process is assured.

Complaints Officer
c/o Liberty Mutual Canada
Suite 900, 181 Bay Street
Toronto, Ontario M5J 2T3
Email: LMCComplaints@LibertyMutual.com
Fax: 416-847-5983

Please make sure to include in your Complaint all relevant information regarding the circumstances of your Complaint, such as:

Your full name and policy number;

Your contact details;

A description of your Complaint;

Supporting documentation; and

Your expectations and/or desired outcome.

The Complaint’s Processing

The following stages describe how your Complaint will be handled:

1) Upon receipt of your Complaint, the Complaints Officer will open a complaint record for your Complaint, which will become part of Liberty’s complaints register. Such a record is systematically kept up to date and contains the following documents and information:

The Complaint;

A copy of the acknowledgement of receipt sent to you;

Any documents or information used in analyzing the Complaint, including any exchanges with you; and

A copy of the final response provided to you.

2) Upon receipt of the Complaint and within 10 days of it being recorded in Liberty’s complaints register, you will be sent a written acknowledgement of receipt of the Complaint, which contains the following information:

A statement to the effect that you can also consult the complaint processing procedures of the Authority[1];

For Quebec residents only: A statement to the effect that you have the right to request to have the Complaint record examined by the Authority;

The Complaint record identification code;

The date on which the Complaint was received (if different from the date of its registration);

The means by which you can obtain information about the processing of the Complaint (via Complaints Officer);

The expected timeframe for the Complaint’s processing and the date by which the final response must be sent (i.e. as soon as possible and no later than the 30^th day following receipt of the Complaint); and

A hyperlink providing access to Liberty’s summary complaint processing and dispute resolution policy or a copy thereof.

3) A thorough and comprehensive review of your Complaint and relevant documentation will be completed, pursuant to the following directives:

If a Complaint is received via phone, you will be requested to forward the Complaint in writing via email to ensure that all relevant facts, concerns, and documentation are well reflected in the Complaint, as well as properly captured in the Complaint record;

When the Complaint can be processed within 10 days of its receipt, Liberty may, upon completing its analysis of the Complaint, verbally or in writing, communicate an immediate conclusion and/or offer to resolve the Complaint (while informing you of your right to have it reviewed);

If an offer to resolve the Complaint is presented, you will be given a reasonable amount of time to assess and respond to the offer, as well as a sufficient opportunity to seek advice for the purpose of making an enlightened decision;

If such an offer is accepted and an agreement is reached, Liberty will give effect to the offer no later than the 30^th day following acceptance of the offer;

If the Complaint involves a consumer provision of the Insurance Companies Act, you will be given information in writing on how to contact the Financial Consumer Agency of Canada (FCAC):

Financial Consumer Agency of Canada
427 Laurier Avenue West
6^th Floor
Ottawa, Ontario K1R 1B9
Telephone Toll Free: 1-866-461-3222
For more information, see the FCAC’s website: http://www.fcac-acfc.gc.ca/

4) Upon the Complaint being fully reviewed, you will be provided with a detailed written final response, which will include:

the reasons which led to its conclusion and the outcome of the Complaint;

the signature of the person who processed the Complaint; and

For Quebec residents only: a mention of your right to request to have the Complaint record examined by the Authority, as well as the business contact information of Liberty’s officially designated person tasked with responding to the Authority (Liberty’s Complaint Officer).

5) Once a final response to the Complaint has been provided, Liberty will remain available to follow up regarding any of your possible questions or concerns.

Step 4: External Recourse Options

If you remain dissatisfied with Liberty’s final response, you may pursue the following alternative recourse:

Request that an industry’s third-party independent dispute resolution service reviews your Complaint. Liberty’s Compliance Officer will provide you with detailed contact information for the appropriate third party in its final position letter.

General Insurance OmbudService (GIO)
4711 Yonge Street, 10th Floor
Toronto, Ontario M2N 6K8
Telephone Toll free: 1-877-225-0446
Email: info@giocanada.org
Website: www.giocanada.org

For Quebec residents only:

Request that your file be transferred to the Authorité des marchés financiers (AMF) for review (it should be noted that such a transfer does not interrupt the prescription period for civil remedies):

The following forms can be used: FormtoRequestFileTransfertoAMF-lautorite.qc.ca or Application AMF (lautorite.qc.ca);

To learn more about the AMF or to determine whether your Complaint falls within its mandate, go to https://lautorite.qc.ca/ or call toll-free at 1-877-525-0337; and

The AMF’s mailing address is:

Autorité des marchés financiers
Complaints Handling and Assistance Department
800, square Victoria, 22^nd Floor
CP. 246, tour de la Bourse
Montreal, Quebec H4Z 1G3

For residents of other provinces and territories:

Contact the insurance regulator of your province or territory of residence and consult their respective complaint processing procedures.

Alberta
Office of the Superintendent of Insurance, Financial Sector Regulation and Policy, a division of Alberta Treasury Board and Finance
Mail: 402 Terrace Building, 9515-107 Street, Edmonton, AB, T5K 2C3
Email: tbf.insurance-licens@gov.ab.ca
Telephone: 780 643-2237
Website: Insurance in Alberta

British Columbia
Financial Services Authority
Mail: 600-750 West Pender Street, Vancouver, BC, V6C 2T8
Email: insurance@bcfsa.ca
Telephone: 604 660-3555
Website: Insurance | BCFSA

Manitoba
Financial Institutions Regulation Branch, Office of the Superintendent
Mail: 500-400 St. Mary Avenue, Winnipeg, Manitoba, R3C 4K5
Email: insurance@gov.mb.ca
Telephone: 204 945-2542
Website: Province of Manitoba | FIRB

New Brunswick
Financial and Consumer Services Commission
Mail: 85 Charlotte Street, Suite 300, Saint John, New Brunswick, E2L 2J2
Email: information@fcnb.ca
Telephone: 1 866 933-2222
Website: New Brunswick Financial and Consumer Services Commission (FCNB)

Newfoundland and Labrador
Consumer and Financial Services Division
Mail: 100 Prince Phillip Drive, P.O. Box 8700, St. John’s, NL, A1B 4J6
Email:Servicenlinfo@gov.nl.ca
Telephone: 709 729-4834
Website: Insurance – Digital Government and Service NL

Northwest Territories
Office of the Superintendent of Insurance
Mail: PO Box 1320, Yellowknife, NT, X1A 2L9
Email: Superintendent_Insurance@gov.nt.ca
Telephone: 867 767-9174 ext. 15209
Website: Office of the Superintendent of Insurance

Nova Scotia
Nova Scotia Department of Finance – Insurance
Mail: PO Box 2271, Halifax, NS, B3J 3C8
Email: macleoal@gov.ns.ca
Telephone: 902 424-5613
Website: Nova Scotia Department of Finance – Superintendent of Insurance

Nunavut
Office of the Superintendent of Insurance
Mail: P.O. Box 2260, Iqaluit, Nunavut, X0A 0H0
Email: insurance@gov.nu.ca
Telephone: 867 975-6852
Website: Superintendent of Insurance | Government of Nunavut

Ontario
Financial Services Regulatory Authority of Ontario
Mail: 25 Sheppard Avenue West, Suite 100, Toronto, ON, M2N 6S6
Email: contactcentre@fsrao.ca
Telephone: 416 250-7250
Website: Financial Services Regulatory Authority of Ontario | FSRA

Prince Edward Island
Office of the Superintendent of Insurance
Mail: 105 Rochford Street, Charlottetown, PEI
Email: ccs@gov.pe.ca
Telephone: 902 368-4550

Website: Insurance | Government of Prince Edward Island

Saskatchewan
Financial and Consumer Affairs Authority of Saskatchewan
Mail: 1919 Saskatchewan Drive, 6th Floor, Regina, SK, S4P 4H2
Email: fcaa@gov.sk.ca
Telephone: 306 787-6700
Website: Financial and Consumer Affairs Authority of Saskatchewan

Yukon
Office of the Superintendent of Insurance
Mail: PO Box 2703 Whitehorse, Yukon, Y1A 2N1
Email: complaints.plra@yukon.ca
Telephone: 867 667-5798 or toll free 1-800-661-0408
Website: Government of Yukon

[1] “Authority” refers to the regulatory entity tasked with overseeing the insurance industry in your province or territory of residence, thus insurers.