Complaints Resolution Process

We recognize there may be times when you are dissatisfied with our service, or a disagreement has
occurred. We want to resolve any concerns you may have.

The following processes are to assist in the resolution of issues that may arise.


Step 1: Please speak with your Broker if you have any concerns about our service or about your policy, including insurance rates, underwriting and/or coverages.

Step 2: If your broker is unable to resolve the matter, please ask to speak with the Branch Manager.

Step 3: If the Branch Manager is unable to resolve the matter you will be referred to our CEO.

Step 4: If we have been unable to resolve your insurance related issue, you may apply to the Insurance Council of BC for review. The Insurance Council of BC regulates insurance agents, salesperson, independent adjusters, agencies and firms.


Step 1: If your concern is regarding a claim please contact the Claims Adjuster who is assigned to your file.

Step 2: If your concerns regarding a claim are unable to be resolved by contacting the Claims Adjuster please ask to speak with the Branch Manager.

Step 3: If your concerns are regarding a claim and it is unable to be resolved by the Branch Manager, you will be referred to your insurance company’s Claims Supervisor or Claims Manager.

Step 4a: If you still do not get a resolution regarding your general insurance company you may contact the General Insurance OmbudService, (GIO), which helps resolve disputes between insurance companies and their customers. GIO is an independent dispute resolutions service and does not charge for their services. You may reach the General Insurance OmbudService at:

Step 4b: New OmbudService for Canadian Association of MGA’s (CAMGA)

Attention: Barb Szychta – Independent MGA OmbudService email to: and your concern/complaint will be forwarded to the OmbudService.

NOTE: to determine if your concern/complaint should go through Step 4(a) or 4(b) – please contact your Insurance Broker.