Complaint Handling Protocol

Complaint Handling Protocol

We’re Here to Help.

Your satisfaction is our priority. As a mutual insurance company owned by our policyholders, we're committed to providing exceptional service at every step of your insurance experience.

Have a Concern? We Want to Hear from You

Whether you have questions about your policy, need assistance with a claim, or want to discuss any aspect of our service, we're here to listen and help. Your feedback helps us serve you better and strengthens our mutual community.

How We'll Work Together to Resolve Your Concern

Start with a conversation. Simply contact our office and speak with any member of our team. We'll listen carefully to understand your situation and connect you with the right person who can best address your specific concern.

Get direct attention. You'll work directly with a department manager or supervisor who has the knowledge and authority to resolve your concern efficiently. We believe personal attention makes all the difference.

Know we're committed to resolution. We aim to resolve most concerns within 15 days through direct discussion and collaboration. If we need more time or if you'd like additional review, your concern should be submitted to our Company Complaint Officer.

Company Complaint Officer

The Company Complaint Officer (CCO) as registered with the Financial Services Authority of Ontario (FSRA) is Stephanie Hastings. The CCO serves as an independent reviewer to ensure complaints are handled fairly and in accordance with company policies and regulatory requirements.

How to Submit a Formal Complaint

To activate our formal complaint handling process, policyholders must:

• Provide a written description of their complaint
• Submit the complaint to the attention of the Company Complaint Officer
• Include relevant policy numbers, dates, and supporting documentation

Acceptable Submission Methods

Email to: stephanieh@ayrmutual.com

Mail to: Stephanie Hastings, Manager of Compliance and Customer Experience

Ayr Farmers Mutual Insurance Company
1400 Northumberland Street
Ayr, ON  N0B 1E0

Accessibility: Policyholders requiring assistance with written submissions due to disability or other circumstances should contact us to discuss alternative arrangements.

Processing Timelines – What to expect

Initial Review

• Please allow 5 business days for initial review of written complaints by the Company Complaint Officer or designated alternate.
• An acknowledgment letter will be sent confirming receipt and outlining next steps.

Investigation and Response

The Company Complaint Officer will complete the following in 60 days:

• Consult with appropriate staff representatives
• Conduct thorough review of all relevant documentation
• Send written response outlining the company's final position

Timeline Extensions

In complex cases requiring additional investigation, timelines may be extended with:

• Written notification to the complainant
• Explanation of reasons for extension
• Revised timeline for completion

Limitations

This Complaint Handling Protocol does not apply to situations where:

• Litigation has been commenced by the insured against the company
• The insured has retained legal counsel specifically regarding the matter in dispute
• The matter is subject to other dispute resolution processes

External Review Options: Financial Services Regulatory Authority of Ontario (FSRA)

Complainants with unresolved complaints may contact FSRA: 

Complaints and Risk Assessment Branch
25 Sheppard Avenue West, Suite 100
Toronto, ON Canada M2N 6S6

Website: https://www.fsrao.ca/

Phone:

• 416-250-7250
• 1-800-668-0128

TTY:

• 416-590-7108
• 1-800-387-0584

Fax:

• 416-326-9112

Confidentiality and Records

All complaint information will be treated confidentially in accordance with privacy legislation, documented in line with regulatory requirements, and used to help improve our policies and procedures where appropriate.