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Complaint Resolution Assistance

Your experience with Usborne & Hibbert Mutual Insurance Company is important to us. Our goal is to provide superior customer service and high quality insurance products. If you have a question or concern, we want to work with you to find an answer or resolution.

How Our Customer Complaint Process Works

If you have a complaint about a service or product from Usborne & Hibbert Mutual please address it by following these steps:

  1. Speak to your Agent or Broker

    Your primary contact to Usborne & Hibbert Mutual is your agent or broker, the individual from whom you purchased your insurance. This representative is a licensed insurance professional who can provide you with insurance advice. In many cases, they are able to provide clarification and settle your dispute prior to escalating your concerns to a member of the U & H Management Team.

  2. Contact an Usborne & Hibbert Mutual Representative

    When a concern needs to be elevated through the organization from the agent or broker involved, the next point of contact should be the President/CEO. The President/CEO will identify what your concern is and provide you with a clear explanation verbally and in writing to confirm the outcome or the next course of action.

  3. External recourse

    If you are dissatisfied upon receiving a final position from Usborne & Hibbert Mutual, you can pursue your complaint further with the appropriate regulatory and industry bodies available to you. The General Insurance Ombud Service (GIO) is a free, neutral, federal agency that may assist you in finding a resolution. They can be contacted at 1-877-225-0446 or via their website at www.giocanada.org.

For concerns regarding financial transactions you may also contact the Financial Consumer Agency of Canada (FCAC).

Web: www.fcac-acfc.gc.ca
Phone: 1-866-461-3222
Fax: 1-866-814-2224

Financial Consumer Agency of Canada (FCAC)
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9