We want you to be confident in your decision to purchase insurance products from us and that we will handle your claims fairly with integrity and respect. If you have a complaint about our service or your claim, we will work with you to resolve your concern.
We recommend as the first step that you contact your agent or broker, the person you purchased your insurance policy from.
Your agent or broker is an independent insurance professional who works for you, not the insurance company. Most often your agent or broker will be able to provide clarification to alleviate your concerns.
If they are unable to resolve your complaint, they will be able to direct you to the representative at our company who can best investigate the matter.
If your agent or broker is unable to resolve your complaint, they may recommend that you speak to a representative at our company. This individual will provide further clarification to address your concern.
If neither your agent nor the broker nor our company representative has been able to resolve your complaint, you should contact our Ombudsman.
The Ombudsman will investigate complaints regarding various issues but please be advised they cannot get involved in concerns regarding:
- The investigation, negotiation, or settlement of an insurance claim
- The cost of insurance
- The availability of insurance
If you wish to file a formal complaint on any other issues, we require you to put your complaint in writing. Please use our online form to submit the information directly to our Ombudsman.
Alternatively, you may provide us with a letter that includes the following information:
- Your name, address and policy number or claim number.
- A phone number where you can be reached during normal business hours
- The nature of your complaint
- What it is you would like us to do
Send your letter to:
Heartland Farm Mutual Inc.
100 Erb Street East
Waterloo, ON N2J 1L9
If we are unable to resolve your concern to your satisfaction, the Ombudsman will ensure you receive a letter outlining the company’s final position.
If you are still dissatisfied with the company’s final position and wish to pursue the matter further, you may contact the General Insurance OmbudService (GIO), which helps resolve differences between insurance companies and their customers, for home, automobile, and business insurance issues in Canada.
GIO is an independent dispute resolution service and there is no charge for its services. The GIO will determine if your issue falls within their mandate. You can access GIO by phone, mail, e-mail, fax or through their website.
Our complaints body will work with the GIO and all applicable provincial and federal regulators to resolve the issue as effectively as possible. The GIO does not provide any type of compensation and its services are non-binding.
You may reach the General Insurance OmbudService at:
General Insurance OmbudService
2727 Courtice Road, P.O. Box 98009
Courtice, ON L1E 3A0
*If mailing please use Priority Post rather than FedEx, Purolator, or other courier services.