Canadian Complaint Resolution Process

The Canadian Branch (the “Branch”) of Electric Insurance Company (the “Company”) is committed to delivering only the highest level of service and to resolving all complaints in a timely and professional manner.

The Branch has implemented this Complaint Handling Procedure that sets out the steps for resolving a complaint.

In the event that you have a complaint, please follow the steps below. If your complaint involves a privacy issue, please refer to our Privacy Policy:

Step 1:

Please let the person you are working with at Electric Insurance know that you are dissatisfied. He or she may be able to quickly resolve the problem in the most expedient manner.

Step 2:

If your complaint is not resolved by your immediate point of contact, please ask to speak with his/her manager. A senior member of the team can review the issue and may be able to suggest a resolution that is satisfactory to you.

Step 3:

We hope it never happens, but if the informal steps outlined above do not resolve your issue to your satisfaction, please put your complaint in writing and send it to our designated Officer for complaints at our Head Office or to our Chief Agent (contact information below). Please be sure that your correspondence includes the following:

  • Your name and address and a phone number where you can be reached during normal business hours;
  • A description of your complaint; and
  • Your proposed resolution.

Please include any documentation that you think will be helpful in resolving your complaint if we do not already have a copy in our files. It is the policy of Electric Insurance Company to provide a written response to all complaints within 10 business days of receipt.

Head Office:
Dean L. Murray, Vice President (designated Officer for complaints)
Electric Insurance Company
75 Sam Fonzo Drive
Beverly, MA 01915

Chief Agent:
Laurie LaPalme, Esq.
Dentons 77 King Street West
Suite 400 Toronto, ON MK5 0A1

Step 4:

If you are still dissatisfied with the outcome of your complaint, you have the right to contact a consumer organization to assist you.

General Insurance Complaints:
General Insurance OmbudService
4711 Yonge Street, 10th Floor,
Toronto, ON M2N 6K8
Toll-Free Telephone: 1-877-225-0446

Federal Consumer Protection Complaints:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll-Free Telephone English: 1-866-461-3222
Toll Free Telephone French: 1-866-461-2232

Quebec Consumer Complaints:
Consumers from Quebec may request that the Company transfer their file to the Autorite des Marches Financiers at any time if they are not satisfied with the process.

Autorite des Marches Financiers
Place de la Cite, tour Cominar 2640,
Boulevard Laurier, bureau 400 Quebec
Quebec G1V 5C1 800, square Victoria, 22e etage
C.P. 246, tour de la Bourse
Montreal, Quebec H4Z 1G3

Telephone, Quebec City: 418-525-0337
Telephone, Montreal: 514-395-0337
Toll-Free Telephone: 1-877-525-0337