Complaint Handling Protocol

1. The "Company Ombudsman/Liaison Representative" (as filed with FSCO) is Donald J. Davidson.
2. To activate the company's complaint handling process a policyholder(s) must provide a description of his or her complaint to the company in writing. Complaints should be addressed to Ayr Farmers Mutual Insurance Company, PO Box 1170, Ayr, ON, N0B 1E0, Attention: Company Ombudsman.
3. Letters of complaint will be reviewed by the "Company Ombudsman/Liaison Representative" or his/her alternate within five (5) business days of being received at the company.
4. The "Company Ombudsman/Liaison Representative" will consult with appropriate staff representatives and send to the policyholder a letter outlining the company's final position within sixty (60) days of the "Company Ombudsman/Liaison Representatives" review of the letter of complaint. A copy of the correspondence shall be provided to the Company's Board of Directors.
5. Our goal as a policyholder-owned, purely mutual company is to treat policyholders in a fair, courteous and timely manner. Time lines mentioned above are minimum standards.
6. This Complaint Handling Protocol does not apply to any situation involving litigation by the insured against the company or where the insured has retained legal assistance in that regard.
7. Complainants who have unresolved complaints will be advised how to contact the Office of the Insurance Ombudsman.

Office of the Ontario Insurance Ombudsman
Financial Services Commission of Ontario
5160 Yonge Street
PO Box 85
North York, ON  M2N 6L9