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.
Person in Charge
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:
- Corresponding with the complainant; Delivering an acknowledgment of receipt and notice to the complainant;
- Transferring the file to a third party (external ombudsperson or regulatory body) at the complainant’s request;
- Filing reports as required in accordance with provincial regulation
Complaint
For the purpose of this policy, a complaint is the expression of at least one of the following three elements:
- A reproach against Mutual Fire Insurance;
- The identification of real or potential harm that a consumer has sustained or may sustain; or
- A request for remedial action.
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.
Receipt of 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 description of the three elements;
- The name and contact information of the person examining the complaint;
- In the case of an incomplete complaint, a notice requesting more information to which the complainant must respond within a set deadline, failing which the complaint will be deemed to have been abandoned;
- The complaint examination policy;
- A notice stating that if not satisfied with the outcome or with the examination of the complaint, the complainant can request that the complaint file be transferred to a provincial regulatory body. This notice will also mention that the provincial regulator may offer dispute resolution services, if deemed appropriate; and
- A reminder to the complainant that filing a complaint with a provincial regulator does not interrupt the prescriptive period for civil remedies against Mutual Fire Insurance.
Creation of a Complaint File
A separate file will be created for each complaint and will contain the following:
- The written complaint and its three elements (the real or potential harm, the reproach against the registrant and the requested remedial action);
- The outcome of the complaint examination process (the analysis and the supporting documents); and
- The final written response to the complainant with justifying reasons.
Complaint Examination
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.
Transfer of the File
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.