Complaints Policy

Understanding Our Process

South Western Insurance Group Limited is committed to providing all of our customers with excellent customer service. On occasion, a customer may feel they have not been treated fairly, or there may simply be a misunderstanding that needs to be resolved. South Western Insurance Group Limited has implemented this Complaint Handling Protocol to ensure that customer complaint are dealt with in a fair and timely manner.

The first step is to discuss your complaint directly with the broker who has arranged the policy. Explain the situation, outlining the concerns you may have and how would the matter be resolved. Be as detailed as possible by providing information pertinent to the issue, including policy or claim number.

If you are still dissatisfied with the response after speaking with your broker, you may submit your complaint to the Complaints Officer for South Western Insurance Group Limited in writing:

Complaints Officer
South Western Insurance Group Limited

21 Four Seasons Place, Suite 105, Toronto, ON M9B 6J8

Or, via electronic mail to: ComplaintsOfficer@swgins.com

Or, by phone at 416-642-6777

The complaints officer will review your concerns to ensure they have a full and proper understanding of your position. They will then investigate the situation keeping you informed along the way and respond within 30 days from receipt of the written complaint. Once the investigation is complete, the complaints officer will notify you promptly of the proposed resolution.

If you feel we have not resolved your complaint satisfactorily you may contact the General Insurance Ombud Service which assists in the resolution of conflicts between insurance customers and their insurance companies.

The contact information for the GIO:

General Insurance OmbudService
4711 Yonge Street, 10th Floor
Toronto, ON M2N 6K8
Toll-Free: 1.877.225.0446
Fax 416-299-4261

For further information about the GIO, please visit their web site at
http://www.giocanada.org

In Québec you may also utilize the services of Autorité des marchés financiers (“AMF”). If you feel South Western Insurance Group Limited has not resolved your complaint satisfactorily, you may request to have a copy of the file sent to the AMF. The AMF will study your file and may recommend mediation, if appropriate and agreed to by both parties. The AMF can be reached at the following numbers:
Autorité des marchés financiers (AMF)
Montréal 514 395-0337
Québec City 418 525-0337
Toll-free 1 877 525-0337
FAX: 1 877 285-4378 (Toll Free) http://www.lautorite.qc.ca/en/index.html