Ombudsman Service
We want you to be satisfied with your insurance purchase, claim settlement or any other services you have received from your company. If you have concerns about your policy, your claim, or any policyholder services, we want to know about your concern.

The first step in resolving your concern is to contact our office. Any member of our staff will be able to discuss your concern or direct you to the appropriate department manager or supervisor who can best resolve your concern.

Your concern should be resolved faster when you speak directly with a department manager or supervisor who has direct responsibility for your concern. If an agreement cannot be reached within 15 days, your concern should be escalated to our Ombudsman.

Ombudsman Officer
Insurance companies operating in Ontario must appoint an Ombudsman. Ayr Farmers Mutual Insurance Company’s ombudsman is:

• Jeff Whiting
  Senior Vice-President
  Ayr Farmers Mutual Insurance Company
  1400 Northumberland Street
  Ayr, ON  N0B 1E0
  Email: jeffw@ayrmutual.com

The Ombudsman’s Responsibilities

• To oversee the complaint handling process;
• To ensure your complaint is properly addressed; and
• If your complaint cannot be resolved, ensure you receive a letter outlining the Company’s final position.

We do require all formal complaints to the Ombudsman be made in writing.  Your letter should include the following:

• Your name, address, and policy number;
• A phone number where you can be reached during normal business hours;
• The nature of the dispute; and
• A description of your expectations – what you would like AFM to do to resolve the issue.

• Your correspondence will be acknowledgment within five business days;
• The Ombudsman will undertake a complete investigation of your complaint; and
• Once the investigation is complete, you will be provided with the Company’s final position on your complaint.

You may also find additional information about ombudsman services at the Financial Services Commission of Ontario web site. www.fsco.gov.on.ca

Complaint Handling Protocol
The following is a copy of our Complaint Handling Protocol as it has been filed with the Financial Services Commission of Ontario.

1. The “Company Ombudsman/Liaison Representative” (as filed with FSCO) is Jeff Whiting.
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.
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.
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, Box 85
   North York ON  M2N 6L9
   Canada

   www.fsco.gov.on.ca
   (416) 250-7250 or 1-800-668-0128
   TTY (416) 590-7108 or 1-800-387-0584
   Fax 1-416-326-9112