Customer Satisfaction

    • We want you to be confident in your decision to purchase insurance products from Heartland and that we will handle your concerns fairly, with integrity and respect.

    If you have a concern about billing, your policy, or your claim, we want to make it right and will work with you towards a resolution via the process outlined below.

    CONTACT YOUR BROKER, ADJUSTER OR INSURANCE REPRESENTATIVE

    This is the FASTEST resolution. In order to assist you, your Broker, Adjuster or Insurance Representative will need to be provided with your policy or claim number (as applicable), details of your concern, and the outcome you are seeking.

    SPECIALIST / MANAGER REVIEW

    If you still have concerns after working with your Broker, Adjuster or Insurance Representative, you may request that they escalate your case to a Heartland Specialist or Manager. Your case will be assigned to whichever is applicable for your specific concern. After this review you will receive a written response detailing the decision, including any supporting rationale and, if required, next steps.

    OMBUDSMAN & FINAL POSITION LETTER

    If, after the Specialist and / or Manager review(s) you are still dissatisfied, you may ask for your case to be reviewed by Heartland’s Ombudsman for an independent, impartial evaluation. The Ombudsman will issue a Final Position Letter, which is typically required prior to beginning any external dispute resolution. For Ombudsman review, please complete the form below.

    OMBUDSMAN CONTACT FORM

    FAQs

    What counts as a complaint?
    • Claims handling / Settlement disputes
    • Billing concerns
    • Policy renewal disputes
    What CANNOT be addressed by the Ombudsman?
    • Policy premiums and the availability of insurance
    • Matters already in litigation or before a tribunal
    • We cannot provide legal advice
    How long will it take to receive a response about my concern?

    Receipt Acknowledgement: Within 2 business days.

    Written Outcome: This will depend on the nature and complexity of the issue.

    What if I am still dissatisfied after the Ombudsman review?

    Please refer to your Final Position Letter for instructions on contacting the General Insurance OmbudService (GIO) for further dispute resolution, or read here for more information.

    ACCESSIBILITY & LANGUAGE SUPPORT

    By request, we can provide information in accessible formats (e.g., large print, audio, HTML, or Braille) and arrange communication supports. French service is also available.

    PRIVACY

    We collect and use your information only to understand and resolve your concern and to improve our services. Please see our Privacy Policy for details.