Proving Ownership for Insurance Coverage
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The purpose of this complaint examination and dispute resolution policy is to set up a free and equitable procedure for the resolution of complaints. The protocol will assist in understanding the steps Mutual Fire Insurance will commence to resolve any formal complaint which may arise from our product or service.
The Ombudsperson or Privacy Officer depending on the nature of a complaint acts as the respondent with any provincial regulator and the complainant.
The person in charge is also responsible for:
For the purpose of this policy, a complaint is the expression of at least one of the following three elements:
Informal steps to correct a specific problem are not considered a complaint provided the problem is resolved as part of Mutual Fire Insurance’s normal activities and the consumer has not filed a formal complaint.
All formal complaints must be received in writing and addressed to the Ombudsperson or Privacy Officer:
The Mutual Fire Insurance Company of British Columbia
9366 200A Street Langley, BC V1M 4B3
O: 604.881.1250 or TF: 866.417.2272
Attention: Ombudsperson
Email: ombudsperson@mutualfirebc.com
Or,
The Mutual Fire Insurance Company of British Columbia
9366 200A Street Langley, BC V1M 4B3
O: 604.881.1250 or TF: 866.417.2272
Attention: Privacy Officer
Email: privacy@mutualfirebc.com
The receipt of the complaint must be acknowledged within 24 hours by mail or phone.
The acknowledgment of receipt must contain the following information:
A separate file will be created for each complaint and will contain the following:
The complaint will be examined within five days of receiving all the information necessary for the examination. After examining the complaint, the person in charge will send the complainant a final response with justifying reasons.
If the complainant is not satisfied with the outcome or with the examination of the complaint, the complainant may ask Mutual Fire Insurance, at any time, to transfer the file to a provincial regulatory body overseeing the complaint.
The transferred file must include all the information related to the complaint.
The registrant is responsible for complying with the rules governing the protection of personal information.
Our Ombudsperson Liaison Officer cannot:
Our Ombudsperson will:
Concerns escalated to the Ombudsperson are usually resolved within five business days upon receiving all relevant documentation and materials. If the Ombudsperson thinks more time is required to properly address a complaint, they will advise the complainant of the project timeline.
Questions and Complaints involving personal information, privacy, or transcripts should be directed to our Privacy Officer in writing.
Our Privacy Officer will:
Our digital presence is monitored daily by our Communications Officer and includes LinkedIn, Twitter, Facebook, Yelp, Google Business, Bing Business, and other digital outlets.
Our Communication Officer will:
Replies to the sender will include a suggestion that they send a direct message to our Ombudsperson or Privacy Officer for further handling.
When there is a disagreement about Statutory Condition 11, or another condition of the policy, this must be resolved via the dispute resolution clause under the applicable provincial Insurance Act.
Dispute resolution process
Statutory Condition 11
Refers to disagreement regarding any of the following, and regardless of whether the insured’s right to recover is under dispute:
Where there is a policy condition providing for an appraisal for specified matters to resolve disagreements:
Québec City: 418.525.0337
Montréal: 514.395.0337
TF: 1.877.525.0337
F: 418.525.9512 or 514.873.3090
Email: information@lautorite.qc.ca
https://lautorite.qc.ca/en/general-public/
Reporting to Autorité des marchés financiers (AMF) a report will be filed with the AMF using the CRS detailing the number and type of complaints received. This report is done regardless of whether any complaints were received.
The reporting periods are as follows:
ISSUE DATE: June 22, 2021 | LAST UPDATED: June 22, 2021